Knowles, Patricia A.; Grove, Stephen J.; Pickett, Gregory M. - In: Journal of Services Marketing 7 (1993) 4, pp. 41-52
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...
