Service with a smile: Emotional contagion in the service encounter

• 成果类型: Article
• 署名作者: Pugh, SD
• 署名单位: University of North Carolina; University of North Carolina Charlotte
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/3069445
• 发表日期: 2001
• 页码: 1018-1027
• 关键词: NEGATIVE AFFECTIVITY; POSITIVE MOOD; satisfaction; CONSEQUENCES; expression; customers; BEHAVIOR

摘要

This study focuses on the antecedents and consequences of displayed emotion in organizations. I propose that customers catch the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customers' positive affect following service encounters and to their evaluations of service quality. In a replication and extension of prior research, transaction busyness and employee emotional expressiveness are shown to predict displays of emotion by employees.