What question did this study set out to answer?

To examine whether emotional contagion (mimicry and mood) or cognitive appraisals of service quality mediate the relationship between employee smiling and customer encounter satisfaction.

December 1, 2006Academy of Management Journal

Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms

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To examine whether emotional contagion (mimicry and mood) or cognitive appraisals of service quality mediate the relationship between employee smiling and customer encounter satisfaction.
Trained independent coders to record the strength of employee and customer smiles at three distinct time points during live service encounters.
Surveyed N=173 customers immediately following encounters to measure mood, perceived service quality, and overall encounter satisfaction.
Customer facial mimicry was supported during interactions following employee smiles.
Perceived service quality fully mediated the positive effect of employee smiling on encounter satisfaction, whereas customer affect showed no mediating role.

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Implication

Observational study finds service quality appraisals mediate encounter satisfaction in service customers, indicating cognitive evaluation drives satisfaction over primitive emotional contagion.

Cite This Study

Barger et al. (2006) studied this question.

synapsesocial.com/papers/69df4939d5404a0bea592d52 https://doi.org/10.5465/amj.2006.23478695

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Implication

Observational study finds service quality appraisals mediate encounter satisfaction in service customers, indicating cognitive evaluation drives satisfaction over primitive emotional contagion.

Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms

Key Points

Discussion

Implication

Cite This Study

Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms

Key Points

Discussion

Implication

Cite This Study

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