Currently published as: Journal of Service Management
Online from: 1990
Subject Area: Industry and Public Sector Management
Options: To add Favourites and Table of Contents Alerts please take a Emerald profile
|Title:||Revisiting the smiling service worker and customer satisfaction|
|Author(s):||Magnus Söderlund, (Stockholm School of Economics, Center for Consumer Marketing, Stockholm, Sweden), Sara Rosengren, (Stockholm School of Economics, Center for Consumer Marketing, Stockholm, Sweden)|
|Citation:||Magnus Söderlund, Sara Rosengren, (2008) "Revisiting the smiling service worker and customer satisfaction", International Journal of Service Industry Management, Vol. 19 Iss: 5, pp.552 - 574|
|Keywords:||Customer satisfaction, Service industries|
|Article type:||Research paper|
|DOI:||10.1108/09564230810903460 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
Purpose – The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction.
Design/methodology/approach – An experimental design was used in which participants (
Findings – The smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service worker (and the sex of the participant). In addition, the results indicate that this outcome involved both emotional contagion and affect infusion.
Originality/value – This paper extends the service literature's discourse on the impact of the service worker's smile behavior on customer satisfaction by including intermediate variables such as appraisals, emotions, and the attitude toward the service worker.
To purchase this item please login or register.
Complete and print this form to request this document from your librarian