Full article: Emotions in service research: evolutionary analysis and empirical review Skip to Main
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Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …

This paper examines the interplay between emotions expressed by patients and their
families (consumers) and those expressed and recruited by physicians (service providers) in …

Purpose–The purpose of this paper is to examine the phenomenon of emotional contagion
in service encounters by proposing and testing an empirical model of the antecedents and …

This article addresses the significance of emotions in the consumption of services. There
has been little investigation of emotions in services. This study attempts a general …

In this study, the authors examine the effects of two facets of employee emotions on
customers' assessments of service encounters. Drawing on emotional contagion and …

Purpose–The purpose of this paper is to identify antecedents and consequences of
customers' emotional reactions in the banking industry. In this context, a model based on …

Service organizations encourage employees to express positive emotions in service
encounters, in the hope that customers “catch” these emotions and react positively. Yet …

Purpose–The purpose of this paper is to study the service responses of service providers to
the affective states of business clients and to test whether they have a positive effect on the …

Purpose The purpose of this paper is to investigate the significant contribution of emotions
along with other conventional loyalty drivers on the loyalty intentions. Design/methodology …