The Role of Emotions in Service Encounters

By Anna S. Mattila, C. Enz. 2002

839 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/4b7536f56c36cce2052dba8103fc7b2664edd2bf

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Citations in the corpus

Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms (2006, methodology): “…predict customer’s post-encounter moods (Pugh, 2001; Tsai & Huang, 2002) and that customer displays during encounters predict their post-encounter moods (Mattila & Enz, 2002), but none have previously shown that mimicry mediates the relationship of employees’ expressions on customer moods.”
Investigating attitudes towards three South American destinations in an emerging long haul market using a model of consumer-based brand equity (CBBE) (2014, methodology): “Although this test does not rule out the presence of common method bias, combined with the measures taken in the questionnaire design to minimise acquiescence bias, it does provide support for the absence of such a general bias in the findings (Mattila & Enz, 2002).”
The impact of experiential consumption cognitions and emotions on behavioral intentions (2008, background): “To that end, customer-contact employees need to be trained to read customers’ emotional displays in order to deliver “customized” service, which in turn results in pleasurable experiences (Mattila and Enz, 2002).”
Better him than me: social comparison theory and service recovery (2008, background): “Specifically, they can learn to recognize the often non-verbal signs that a consumer is angry (Matilla and Enz 2002).”
Usability and Sociability in Online Communities: A Comparative Study of Knowledge Seeking and Contribution (2009, background): “According to this test, the potential for common method variance is high if a single factor can account for a majority of covariance (more than 50 percent) in the independent and dependent variables (Harman, 1967; Mattila and Enz, 2002).”
A structural model of fashion‐oriented impulse buying behavior (2006, background): “) and positive emotion when shopping ( Mattila and Enz, 2002”
Investigating Tourists’ Fun-Eliciting Process toward Tourism Destination Sites: An Application of Cognitive Appraisal Theory (2018, background): “To this end, since tourists do tend to have stronger emotional responses to their immediate surroundings (Mattila and Enz 2002), recent tourism and consumer behavior researchers have begun studying consumers’ “on-the-spot” behaviors (OSBs).”
Emotional influence at work: Take it EASI (2012, positive): “It has been suggested that, without altering the actual service delivery process, service providers can influence customer perceptions through their emotional displays (Hoffman, 1992), and, vice versa, that the emotions of customers can serve as cues about their satisfaction (Mattila & Enz, 2002).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “Because the assessment and regulation of customer emotions can help an employee customize the service offering to better address customer needs (Mattila and Enz, 2002), we expect EEC to directly and positively affect customer satisfaction.”
The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction (2018, positive): “Emotions play an important role in customer service (Mattila & Enz, 2002).”
Emotions and visitors’ satisfaction at a museum (2014, background): “The fact that cognitive models are limited in their ability to account for satisfaction evaluations and subsequent behaviours (Bagozzi, 1997) is particularly relevant when experiential services, including hedonic services, are considered (Hosany and Gilbert, 2010; Mattila and Enz, 2002), as is the s”
Is “service with a smile” enough? Authenticity of positive displays during service encounters (2005, background): “In response to these unknowns, many researchers have called for attention to authenticity in service encounters (Ashforth & Tomiuk, 2000; Côté & Morgan, 2002; Mattila & Enz, 2002; Pugh, 2001; Tsai & Huang, 2002).”
Revisiting the smiling service worker and customer satisfaction (2008, background): “An increasingly important mediating role for emotions is also visible in service and retailing literature (Mattila and Enz, 2002; Sherman et al., 1997; Yoo et al., 1998; Wirtz and Bateson, 1999).”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Previous research has shown that emotional displays by employees can induce corresponding changes in customers’ affective states (Mattila and Enz 2002).”
Employee-oriented HRM and voice behavior: a moderated mediation model of moral identity and trust in management (2018, methodology): “Additionally, like Mattila and Enz (2002), we conducted exploratory factor analysis (EFA) to observe whether a general factor explained most (50”
The desired teaching qualities of lecturers in higher education: a means end analysis (2006, background): “Similarly, Mattila and Enz (2002) found a large gap between customer and employee perceptions regarding service quality expectations.”