Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters

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Accounting for the Joint Effects of the Servicescape and Service Exchange on Consumers’ Satisfaction Evaluations (2007, background): “These mood states in turn influence customer satisfaction with the experience (e.g., Liljander & Mattson, 2002; Van Dolen, De Ruyter, & Lemmink, 2004).”
Affective Service Display and Customer Mood (2005, background): “Although conceptual articles proposing preconsumption mood effects in service encounters are abundant, empirical research is scarce (Liljander and Mattsson 2002).”
Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, background): “Customers’ perceptions of face-to-face encounters with employees are an important determinant of customer satisfaction and loyalty (Liljander and Mattsson, 2002; Winsted, 2000).”
Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop (2016, background): “Consequentially, consumers in a goodmood evaluate servicesmore positively than those in a neutral or bad mood (Liljander & Mattsson, 2002).”