Is “service with a smile” enough? Authenticity of positive displays during service encounters

By Alicia A. Grandey, Glenda M. Fisk, Anna S. Mattila, Karen J. Jansen, L. Sideman. 2005

862 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/c52219f151f3a4323fa5f3b7ae7f060f84f143bb

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship (2010, background): “As such, it is now common to control for dispositional affectivity in emotional labor research (e.g., Grandey et al., 2005), and we also do so here.”
Multiple emotional contagions in service encounters (2011, methodology): “Grandey et al. (2005) studied the impact of the authenticity of employees’ positive emotional displays on customers’ impressions that are formed from employees’ friendliness as well as overall satisfaction of the service encounter using both a laboratory experiment and a field study.”
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation (2014, background): “This prediction is supported by evidence of perceived inauthenticity (Grandey et al., 2005; Hennig-Thurau et al., 2006) of scripts and the greater likelihood of scripts been followed “mindlessly” (Ashforth & Fried, 1988; Humphrey & Ashforth, 1994) when they are enacted by employees low in customer…”
Revisiting the smiling service worker and customer satisfaction (2008, methodology): “Duchenne smiles), as opposed to faked smiles, are likely to produce favorable effects on customers in service encounters (Söderlund and Rosengren, 2004; Grandey et al., 2005).”
On the costs and benefits of emotional labor: a meta-analysis of three decades of research. (2011, background): “Research has shown that displaying authentic positive emotions in customer service interactions elicits favorable reactions from customers, helps establishing a strong employee-customer rapport, and favors positive customer evaluations (Grandey et al., 2005a; Hennig-Thurau et al., 2006).”
The Social Dimension of Service Interactions (2017, background): “First, by focusing on observer reactions to customer incivility, we contribute to research on the social nature of discrete service interactions (Czepiel 1990; Grandey et al. 2005; Solomon et al. 1985).”
Understanding the positive and negative effects of emotional expressions in organizations: EASI does it (2014, background): “For instance, some organizations have explicit guidelines regarding emotional expressions (e.g. ‘service with a smile’; Grandey et al., 2005), whereas others do not.”
Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms (2006, background): “…requiring smiles may have an ironic effect of decreasing their authenticity (Ashforth & Humphrey, 1993); both field and experimental research suggests that inauthentic displays of emotion reduce the positive outcomes (Grandey, 2003; Grandey et al., 2005; Soussignan, 2002; Surakka & Hietanen, 1998).”
Service Worker Burnout and Turnover Intentions: Roles of Person-Job Fit, Servant Leadership, and Customer Orientation (2010, methodology): “A frontline employee may have to engage in ‘‘surface acting’’ (faking positive emotions and=or suppressing negative emotions) or ‘‘deep acting’’ (modifying felt emotions to produce genuine positive emotional display) in an effort to please customers (Grandey et al., 2005).”
No Small Matter: How Company Size Affects Consumer Expectations and Evaluations (2019, background): “When a service provider is inefficient or makes mistakes related to agency, having a positive attitude or a smiling face has little effect on customer quality perceptions and satisfaction (Grandey et al. 2005).”