Service with a Smile 1 “SERVICE WITH A SMILE” AND ENCOUNTER SATISFACTION: EMOTIONAL CONTAGION AND APPRAISAL MECHANISMS
نویسندگان
چکیده
Primitive emotional contagion has been proposed to explain why ‘service with a smile’ predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasted with a direct path through perceived service quality. Independent coders recorded the smiling strength of employees and customers at three points in time during real service encounters, and 173 customers completed a post-encounter survey. Mimicry effects were supported; however, only service quality appraisals, and not customers’ affect, fully mediated the relationship of employee smiling and encounter satisfaction.
منابع مشابه
Gains from diversification on convex combinations: A majorization and stochastic dominance approach
By incorporating both majorization theory and stochastic dominance theory, this paper presents a general theory and a unifying framework for determining the diversification preferences of risk-averse investors and conditions under which they would unanimously judge a particular asset to be superior. In particular, we develop a theory for comparing the preferences of different convex combination...
متن کاملImproved immunogenicity of tetanus toxoid by Brucella abortus S19 LPS adjuvant.
BACKGROUND Adjuvants are used to increase the immunogenicity of new generation vaccines, especially those based on recombinant proteins. Despite immunostimulatory properties, the use of bacterial lipopolysaccharide (LPS) as an adjuvant has been hampered due to its toxicity and pyrogenicity. Brucella abortus LPS is less toxic and has no pyrogenic properties compared to LPS from other gram negati...
متن کاملSteady electrodiffusion in hydrogel-colloid composites: macroscale properties from microscale electrokinetics.
A rigorous microscale electrokinetic model for hydrogel-colloid composites is adopted to compute macroscale profiles of electrolyte concentration, electrostatic potential, and hydrostatic pressure across membranes that separate electrolytes with different concentrations. The membranes are uncharged polymeric hydrogels in which charged spherical colloidal particles are immobilized and randomly d...
متن کاملPerturbative Analysis of Dynamical Localisation
In this paper we extend previous results on convergent perturbative solutions of the Schrödinger equation of a class of periodically timedependent two-level systems. The situation treated here is particularly suited for the investigation of two-level systems exhibiting the phenomenon of (approximate) dynamical localisation. We also present a convergent perturbative expansion for the secular fre...
متن کاملCollinear contextual suppression
The context of a target can modulate behavioral as well as neural responses to that target. For example, target processing can be suppressed by iso-oriented surrounds whereas it can be facilitated by collinear contextual elements. Here, we present experiments in which collinear elements exert strong suppression whereas iso-oriented contextual surrounds yield no contextual modulation--contrary t...
متن کامل