Mood and the service customer: review and propositions

Abstract

Examines the role of the mood state that one brings to a service encounter and its effect on behaviour. Provides a broad overview of both mood effect and service encounter literature to arrive at a set of propositions linking the two. Offers implications for services marketers and directions for further research.

Citation

Knowles, P.A., Grove, S.J. and Pickett, G.M. (1993), "Mood and the service customer: review and propositions", Journal of Services Marketing, Vol. 7 No. 4, pp. 41-52. https://doi.org/10.1108/08876049310047724