The effect of mood states on the dyadic service encounter

McPhail, Janelle and Mattson, Jan (1996) The effect of mood states on the dyadic service encounter. In: 2nd Asia Pacific Conference of the Association for Consumer Research, 12-13 Jul 1996, Perth, Australia.

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Service encounters in people based services are primarily dyadic in nature. This paper examines the influence that affect, particularly moods states have on the service encounter. The relevance of mood states prior to, during and subsequent to the service encounter are discussed. Findings from two exploratory studies highlights the need to investigate the effect of mood states on the dyadic interaction of the service encounter. It is further proposed that the level of the interdependency between the customer and service provider could influence the intensity of mood states in the encounter. Future research will also investigate the effect of mood states on the service outcome and evaluation.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: ©1996 Association for Consumer Research. All Rights Reserved. Author also known as Jan Mattsson.
Faculty / Department / School: Historic - Faculty of Business - Department of Marketing and Tourism
Date Deposited: 30 Nov 2007 11:55
Last Modified: 04 Nov 2013 02:14
Uncontrolled Keywords: mood; customer service; communication
Fields of Research : 17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
20 Language, Communication and Culture > 2001 Communication and Media Studies > 200105 Organisational, Interpersonal and Intercultural Communication
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150305 Human Resources Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services

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