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| Author: | Liljander, V. Mattsson, J. |
| Title: | Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters |
| Journal: | Psychology & Marketing
2002 : OCT, VOL. 19:10, p. 837-860 |
| Index terms: | Consumer behaviour Consumer satisfaction Customers Employees Psychology Social psychology Market research Service |
| Language: | eng |
| Abstract: | This article extends previous research by investigating the impact of customers' reported preconsumption mood on the evaluation of three service behaviours, proposed by Winstead (2000) in her seminal study. The findings support the existence of three service behavioural dimensions, namely, concern, congeniality, and incivility, and show that mood valence influences these behaviours as well as encounter satisfaction. Furthermore, the study demonstrates the importance of past service experiences for customers' responses, especially their repurchase intentions. |
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