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Is "service with a smile" enough? Authenticity of positive displays during service encounters

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  1. Delpechitre, Duleeep & Beeler-Connelly, Lisa L. & Chaker, Nawar N., 2018. "Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior," Journal of Business Research, Elsevier, vol. 92(C), pages 9-24.
  2. Brundin, Ethel & Patzelt, Holger & Shepherd, Dean A., 2008. "Managers' emotional displays and employees' willingness to act entrepreneurially," Journal of Business Venturing, Elsevier, vol. 23(2), pages 221-243, March.
  3. Nault, Kelly A. & Sezer, Ovul & Klein, Nadav, 2023. "It’s the journey, not just the destination: Conveying interpersonal warmth in written introductions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 177(C).
  4. Neslihan Kan Sonmez, 2021. "The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya," Istanbul Business Research, Istanbul University Business School, vol. 50(2), pages 303-329, November.
  5. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
  6. Damen, F.J.A. & van Knippenberg, B. & van Knippenberg, D.L., 2006. "Affective Match: Leader Emotional Displays, Follower Positive Affect, and Follower Performance," ERIM Report Series Research in Management ERS-2006-072-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  7. Lixia Yao & Jie Gao & Chengye Chen & Dan Mu, 2019. "How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder," Sustainability, MDPI, vol. 11(23), pages 1-18, November.
  8. Chi, Nai-Wen & Chen, Pei-Chi, 2019. "Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes," Journal of Business Research, Elsevier, vol. 95(C), pages 277-291.
  9. Cajander Niko & Reiman Arto, 2019. "High performance work practices and well-being at restaurant work," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 9(1), pages 38-48, May.
  10. Brian G. Nagy & Jeffrey M. Pollack & Matthew W. Rutherford & Franz T. Lohrke, 2012. "The Influence of Entrepreneurs’ Credentials and Impression Management Behaviors on Perceptions of New Venture Legitimacy," Entrepreneurship Theory and Practice, , vol. 36(5), pages 941-965, September.
  11. Teng, Lefa & Xie, Chenxin & Liu, Tianjiao & Wang, Fan & Foti, Lianne, 2021. "The effects of uppercase vs. lowercase letters on consumers’ perceptions and brand attitudes," Journal of Business Research, Elsevier, vol. 136(C), pages 164-175.
  12. Bai, Feng & Ho, Grace Ching Chi & Liu, Wu, 2020. "Do status incentives undermine morality-based status attainment? Investigating the mediating role of perceived authenticity," Organizational Behavior and Human Decision Processes, Elsevier, vol. 158(C), pages 126-138.
  13. Yoon Yong Hwang & Gin Young Jo & Min Jung Oh, 2020. "The Persuasive Effect of Competence and Warmth on Clothing Sustainable Consumption: The Moderating Role of Consumer Knowledge and Social Embeddedness," Sustainability, MDPI, vol. 12(7), pages 1-15, March.
  14. Xunyi Wang & Meiling Jiang & Wencui Han & Liangfei Qiu, 2022. "Do Emotions Sell? The Impact of Emotional Expressions on Sales in the Space‐Sharing Economy," Production and Operations Management, Production and Operations Management Society, vol. 31(1), pages 65-82, January.
  15. Burch Gerald F. & Batchelor John H. & Humphrey Ronald H., 2013. "Emotional Labor for Entrepreneurs: A Natural and Necessary Extension," Entrepreneurship Research Journal, De Gruyter, vol. 3(3), pages 331-366, July.
  16. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
  17. Söderlund, Magnus & Rosengren, Sara, 2010. "The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 161-169.
  18. Hakan Turgut & Ismail Tokmak & M. Fikret Ates, 2016. "The Moderating Role of Leader-Member Exchange on the Relationship between Emotional Labor with Job Satisfaction or Turnover Intention," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(12), pages 1-83, November.
  19. Andrei, Andreia Gabriela & Adriana, Zait, 2014. "Branding insights: an interdisciplinary journey from perception to action," MPRA Paper 61114, University Library of Munich, Germany.
  20. Eneizan Bilal Mohammad & Alsakarneh Asaad Ahmad abdelqader & AL-kharabsheh Kamel A. & AL-Abrrow Hadi & Alnoor Alhamzah, 2019. "An Investigation into the Relationship between Emotional Labor and Customer Satisfaction," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 27(4), pages 23-47, December.
  21. Levine, Emma E. & Wald, Kristina A., 2020. "Fibbing about your feelings: How feigning happiness in the face of personal hardship affects trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 156(C), pages 135-154.
  22. Seonggoo Ji & Ihsan Ullah Jan, 2019. "The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies," Sustainability, MDPI, vol. 11(6), pages 1-14, March.
  23. Alejandro García-Romero & David Martinez-Iñigo, 2021. "Validation of an Attributional and Distributive Justice Mediational Model on the Effects of Surface Acting on Emotional Exhaustion: An Experimental Study," IJERPH, MDPI, vol. 18(14), pages 1-16, July.
  24. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
  25. Elfenbein, Hillary Anger, 2007. "Emotion in Organizations: A Review in Stages," Institute for Research on Labor and Employment, Working Paper Series qt2bn0n9mv, Institute of Industrial Relations, UC Berkeley.
  26. Woo, Ka-shing & Chan, Bobbie, 2020. "“Service with a smile” and emotional contagion: A replication and extension study," Annals of Tourism Research, Elsevier, vol. 80(C).
  27. Andreia Gabriela ANDREI & Adriana ZAIÞ, 2014. "Perceptions Of Warmth & Competence In Online Networking: An Experimental Analysis Of A Company Launch," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 13, pages 11-29, June.
  28. Brandon-Lai, Simon A. & Armstrong, Cole G. & Ferris, Gerald R., 2016. "Organisational impression congruence: A conceptual model of multi-level impression management operation in sports service organisations," Sport Management Review, Elsevier, vol. 19(5), pages 492-505.
  29. Karen Jehn & Elizabeth Scott, 2008. "Perceptions of Deception: Making Sense of Responses to Employee Deceit," Journal of Business Ethics, Springer, vol. 80(2), pages 327-347, June.
  30. Ilicic, Jasmina & Baxter, Stacey M. & Kulczynski, Alicia, 2016. "White eyes are the window to the pure soul: Metaphorical association and overgeneralization effects for spokespeople with limbal rings," International Journal of Research in Marketing, Elsevier, vol. 33(4), pages 840-855.
  31. Wen‐Cheng Lin & Tzu‐En Lu & Mu‐Yi Peng, 2021. "Service failure recovery on customer recovery satisfaction for airline industry: The moderator of brand authenticity and perceived authenticity," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(5), pages 1079-1088, July.
  32. Gong, Taeshik & Park, JungKun & Hyun, Hyowon, 2020. "Customer response toward employees’ emotional labor in service industry settings," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
  33. Lechner, Andreas T. & Paul, Michael, 2019. "Is this smile for real? The role of affect and thinking style in customer perceptions of frontline employee emotion authenticity," Journal of Business Research, Elsevier, vol. 94(C), pages 195-208.
  34. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
  35. Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
  36. Özgür Devrim Yilmaz, 2018. "Revisiting Employee-Guest Interactions in Hotels: An Analysis of Critical Incidents," Post-Print hal-02462421, HAL.
  37. Olk, Stephan & Lindenmeier, Jörg & Tscheulin, Dieter K. & Zogaj, Adnan, 2021. "Emotional labor in a non-isolated service encounter - The impact of customer observation on perceived authenticity and perceived fairness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  38. Park, Hyewon & Hur, Won-Moo, 2023. "Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  39. Shepherd, Dean A., 2009. "Grief recovery from the loss of a family business: A multi- and meso-level theory," Journal of Business Venturing, Elsevier, vol. 24(1), pages 81-97, January.
  40. Christopher Akpotu Ph.D. & Eebah Dumka Leebari Ph.D., 2016. "Ethical Behavior of Non-Academic Employee and Performance of Institutions of Higher Learning in Nigeria," Review of Social Sciences, LAR Center Press, vol. 1(4), pages 27-33, April.
  41. Yaping Chang & You Li & Jun Yan & V. Kumar, 2019. "Getting more likes: the impact of narrative person and brand image on customer–brand interactions," Journal of the Academy of Marketing Science, Springer, vol. 47(6), pages 1027-1045, November.
  42. Andrzejewski, Susan A. & Mooney, Emily C., 2016. "Service with a smile: Does the type of smile matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 135-141.
  43. Aaker, Jennifer & Vohs, Kathleen D. & Mogilner, Cassie, 2010. "Non-profits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter," Research Papers 2047, Stanford University, Graduate School of Business.
  44. Gaucher, Benoît & Chebat, Jean-Charles, 2019. "How uncivil customers corrode the relationship between frontline employees and retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 1-10.
  45. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
  46. Huang, Ran & Ha, Sejin, 2020. "The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms," Journal of Business Research, Elsevier, vol. 121(C), pages 616-627.
  47. Amelia Maria & Garg Anshul, 2016. "The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(2), pages 100-111, July.
  48. Cheshin, Arik & Amit, Adi & van Kleef, Gerben A., 2018. "The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 97-111.
  49. Sungwoo Choi & Choongbeom Choi & Anna S. Mattila, 2020. "Are All Smiles Perceived Equal? The Role of Service Provider’s Gender," Service Science, INFORMS, vol. 12(1), pages 1-7, March.
  50. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
  51. Sohn, Hae-Kyung & Lee, Timothy Jeonglyeol, 2012. "Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry," Tourism Management, Elsevier, vol. 33(1), pages 116-125.
  52. Xu, Jun & Liu, Yongmei & Guo, Yi, 2014. "The role of subordinate emotional masking in leader–member exchange and outcomes: A two-sample investigation," Journal of Business Research, Elsevier, vol. 67(2), pages 100-107.
  53. Nevena Radoynovska & Brayden G. King, 2019. "To Whom Are You True? Audience Perceptions of Authenticity in Nascent Crowdfunding Ventures," Organization Science, INFORMS, vol. 30(4), pages 781-802, July.
  54. Yilmaz, Özgür Devrim, 2018. "Revisiting Employee - Guest Interactions in Hotels: An Analysis of Critical Incidents," MPRA Paper 90101, University Library of Munich, Germany, revised 28 Jun 2018.
  55. Zsofia Kenesei & Krisztina Kolos, 2018. "The Role of Employee Aff ective Delivery and Customer Perceived Control in Service Recovery," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(1), pages 7-22.
  56. Mishra, Sushanta Kumar & Bhatnagar, Deepti & D’Cruz, Premilla & Noronha, Ernesto, 2012. "Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India," Journal of World Business, Elsevier, vol. 47(2), pages 204-212.
  57. Azab, Carol & Clark, Terry, 2017. "Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery," Journal of Business Research, Elsevier, vol. 72(C), pages 57-68.
  58. Andreea Fortuna SCHIOPU, 2014. "Role And Consequences Of Emotional Labor In The Workplace," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 4, pages 675-682, July.
  59. Kaitlin McCormick-Huhn & Stephanie A Shields, 2021. "The emotion storyboard: A method to examine social judgments of emotion," PLOS ONE, Public Library of Science, vol. 16(4), pages 1-23, April.
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