search query: @indexterm SERVICE MANAGEMENT / total: 228
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| Author: | Pugh, S. D. |
| Title: | Service with a smile: emotional contagion in the service encounter |
| Journal: | Academy of Management Journal
2001 : OCT, VOL. 44:5, p. 1018-1027 |
| Index terms: | Service management Organizational psychology Consumer satisfaction Employee attitudes |
| Language: | eng |
| Abstract: | The study focuses on the antecedents and consequences of displayed emotion in organizations. The author prpoposes that customers "cath" 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. |
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