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Putting Your Best Face Forward: The Impact of Customer Mood on Salesperson Evaluation

✍ Scribed by Nancy M. Puccinelli

Book ID: 111766394
Publisher: Elsevier Science
Year: 2006
Tongue: English
Weight: 936 KB
Volume: 16
Category: Article
ISSN: 1057-7408
DOI: 10.1207/s15327663jcp1602_6

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## Abstract The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood