Mood and the service customer: review and propositions

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.

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Year of publication:	1993
Authors:	Knowles, Patricia A. ; Grove, Stephen J. ; Pickett, Gregory M.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 7.1993, 4, p. 41-52
Publisher:	MCB UP Ltd
Subject:	Customer service \| Research \| Service quality \| Services marketing

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049310047724 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905509