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.
Keywords
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
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited