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 …

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 …

This study focuses on the antecedents and consequences of displayed emotion in
organizations. I propose that customers “catch” the affect of employees through emotional …

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 investigates the dynamic impact of multiple sequential emotional displays by
employees on customers' negative emotions. Using video-based stimuli to manipulate …

This article advances our understanding of the influence of affect in consumers' responses to
brief, nonpersonal service encounters. This study contributes to the services marketing …

Past empirical evidence has indicated that employee affective delivery can influence
customer reactions (eg, customer satisfaction, service quality evaluation). This study extends …

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

A plethora of research has investigated the impact of the frontline employee on the
customer, with the consensus that employees can have a tremendous impact on the …

We advance the theoretical and practical understanding of affect in service interactions by
conceptualizing employees and customers as concurrent participants in the same …