Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms

By Patricia B. Barger, Alicia A. Grandey. 2006

506 citations recorded by the source corpus.

Subfields: Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/2648124e15433e6d0db4805e97d9b58d6d3f0ff0

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Citations in the corpus

Revisiting the smiling service worker and customer satisfaction (2008, background): “Another problem with existing research on the smile-satisfaction link is that several studies comprise idiosyncratic, ad hoc satisfaction measures (Barger and Grandey, 2006; Brown and Sulzer-Azaroff, 1994; Hennig-Thurau et al., 2006).”
On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads (2011, background): “Service employees endeavour to enhance their performance through ―service with a smile‖ (Barger & Grandey, 2006; Grandey et al., 2005; Sideman Goldberg & Grandey, 2007).”
Waking Up on the Right or Wrong Side of the Bed: Start-of-Workday Mood, Work Events, Employee Affect, and Performance (2011, background): “The goal of customer service employees is to ensure a positive customer experience, as indicated by customer affective display (Barger & Grandey, 2006; Parasuraman, Zeithaml, & Berry, 1985; Wilk & Moynihan, 2005).”
Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects (2019, methodology): “Prior related research primarily examines emotional contagion processes from employees to customers in service encounters (e.g., Barger and Grandey 2006; Du, Fan, and Feng 2011; Hennig-Thurau et al. 2006; Tsai and Huang 2002; Wang et al. 2017), thereby overlooking the possibility that customer…”
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, background): “Barger and Grandey (2006) show that employees’ positive moods enhance customer satisfaction directly, controlling for external service quality.”
Transformational Instructor-Leadership in Higher Education Teaching: A Meta-Analytic Review and Research Agenda (2016, background): “Emotional contagion is “a nonconscious process by which moods [and emotions] are transferred through mimicry of displays” (Barger & Grandey, 2006, p. 1229).”
The Wheel Model of humor: Humor events and affect in organizations (2012, background): “Similarly, employees who are experiencing positive affect should be more likely to exhibit authentic positive emotional displays, which have been found to be related to customer satisfaction (Barger and Grandey, 2006).”
Service Employee Responses to Angry Customer Complaints (2017, background): “The fast-food restaurant setting allowed our observers to code real-life employee responses independent from another by taking different seats inside the location (cf. Barger and Grandey 2006).”
The ability to influence others via emotion displays (2011, background): “In addition, several studies have found that customers’ emotions mediate the effect of service agents’ displays of emotions on customers’ attitudes and intentions (Barger & Grandey, 2006; Pugh, 2001; Tsai, 2001; Tsai & Huang, 2002).”
Why Does Affect Matter in Organizations (2007, background): “This emotional contagion also predicted customers’ satisfaction with the encounter (Barger & Grandey, 2006).”