Service with a smile: Emotional contagion in the service encounter.

By S. Douglas Pugh. 2001

1,442 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/b19e8ceff5f2ed70ddb0a5cadc495777235dfd62

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Emotional Strategies of Police and Their Varying Consequences for Burnout (2016, background): “Specifically, positive emotional demands tend to result in more satisfied customers, which has residual benefits for the service worker (Pugh, 2001; Tsai, 2001; Zapf & Holz, 2006).”
Just Feelings? The Role of Affect in the Formation of Organizational Fairness Judgments (2011, background): “Indeed, research suggests that moods often are subtly transferred to others through contagion processes involving facial mimicry and feedback (Barsade, 2002; Hatfield, Cacioppo, & Rapson, 1994; Moody, McIntosh, Mann, & Weisser, 2007; Pugh, 2001; Totterdell, 2000).”
Emotional influence at work: Take it EASI (2012, neutral): “For instance, Pugh (2001) examined the effects of bank tellers’ positive emotional displays (e.g., smiling) on customers’ emotions and judgments.”
Trickle Effects of Cross-Sector Social Partnerships (2010, background): “Similarly, an employee who is negative about the partnership will generate a tendency of negative processing among customers (e.g., Pugh, 2001; Stock and Hoyer, 2005).”
The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction (2018, neutral): “Most previous research on the role of emotional expressions in the service setting has focused on emotion contagion as an underlying process (e.g., Barger & Grandey, 2006; Howard & Gengler, 2001; Pugh, 2001; Tsai & Huang, 2002).”
Waking Up on the Right or Wrong Side of the Bed: Start-of-Workday Mood, Work Events, Employee Affect, and Performance (2011, background): “This finding supports the idea that the exchange between customer and employee occurred in ways that affected performance (Pugh, 2001), but in ways of which they might have been unaware.”
Is “service with a smile” enough? Authenticity of positive displays during service encounters (2005, methodology): “This study considered display authenticity in service research as recently encouraged by others (e.g., Côté & Morgan, 2002; Pugh, 2001; Tsai & Huang, 2002) and applied Duchenne smile research ideas to a service encounter.”