Affective service display and customer mood

Research output: Contribution to journalArticlepeer-review

65 Scopus citations


Using video-based stimuli to manipulate the affect displayed by service providers, this study examines participants' moods after viewing friendly or neutral service, with emotional expressivity as a moderator. Results indicate higher positive moods and lower negative moods after viewing a friendly versus a neutral service display. Participants higher in emotional expressivity reported greater positive mood after viewing a friendly display. Participants' moods were also examined in relation to service evaluations. Results indicate that preconsumption mood is not related to evaluations; however, increases in positive mood are related to higher evaluations, and increases in negative mood are related to lower evaluations.

Original languageEnglish (US)
Pages (from-to)117-130
Number of pages14
JournalJournal of Service Research
Issue number2
StatePublished - Nov 2005

Bibliographical note

Copyright 2011 Elsevier B.V., All rights reserved.


  • Affect
  • Customer service
  • Emotional labor
  • Mood


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