Affective Service Display and Customer Mood

By A. Luong. 2005

87 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/e5964b054950154898d0a8ec69b7d1b441973d94

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The effect of information presentation modes on tourists’ responses in Internet marketing: the moderating role of emotions (2017, background): “…the moderating effects of emotional expressivity, which refers to the behavioral changes (e.g. facial expression or posture) accompanying emotion, Luong (2005) revealed that consumers with higher emotional expressivity show more positive responses after watching a service provider’s friendly…”
Visitors' experience, mood and satisfaction in a heritage context: evidence from an interpretation center. (2008, background): “Moods do not interrupt ongoing thought processes and behaviors, but they do color our day-to-day events (Luong, 2005).”
Multiple emotional contagions in service encounters (2011, methodology): “Furthermore, in the service setting, Luong (2005) was the first to show the interrelatedness between positive and negative emotions in service encounters and found that a friendly service display leads to lower levels of customers’ negative emotions than a neutral service display does.”
Revisiting the smiling service worker and customer satisfaction (2008, background): “Some researchers have also found such effects of “affective service behaviors”, a variable for which smiling behavior is lumped together with behaviors such as greeting, thanking, and eye contact (Luong, 2005).”
Investigating the Effects of Memorable Experiences: an Extended Model of Script Theory (2016, background): “Seeking pleasure and/or feeling good is one of the core principles of human life, which is associated with the affective system (Luong, 2005).”
Contagious Effects of Customer Misbehavior in Access-Based Services (2016, background): “Tobias Schaefers is an assistant professor of Marketing at the TU Dortmund University, Germany.”