The effect of mood states on the dyadic service encounter

Paper

McPhail, Janelle and Mattson, Jan. 1996. "The effect of mood states on the dyadic service encounter." Belk , Russel and Groves, Ronald (ed.) 2nd Asia Pacific Conference of the Association for Consumer Research. Perth, Australia 12 - 13 Jul 1996 Provo, UT. United States.
Paper/Presentation Title

The effect of mood states on the dyadic service encounter

Presentation TypePaper
AuthorsMcPhail, Janelle (Author) and Mattson, Jan (Author)
EditorsBelk , Russel and Groves, Ronald
Journal or Proceedings TitleAsia Pacific Advances in Consumer Research
Journal Citation2, pp. 41-46
Number of Pages6
Year1996
Place of PublicationProvo, UT. United States
Web Address (URL) of Paperhttp://www.acrwebsite.org/search/view-conference-proceedings.aspx?Id=11530
Conference/Event2nd Asia Pacific Conference of the Association for Consumer Research
Event Details
2nd Asia Pacific Conference of the Association for Consumer Research
Event Date
12 to end of 13 Jul 1996
Event Location
Perth, Australia
Abstract

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.

Keywordsmood; customer service; communication
ANZSRC Field of Research 2020520104. Industrial and organisational psychology (incl. human factors)
470108. Organisational, interpersonal and intercultural communication
350503. Human resources management
Public Notes

©1996 Association for Consumer Research. All Rights Reserved.
Author also known as Jan Mattsson.

Byline AffiliationsDepartment of Marketing and Tourism
Faculty of Business
Institution of OriginUniversity of Southern Queensland
Permalink -

https://research.usq.edu.au/item/q043z/the-effect-of-mood-states-on-the-dyadic-service-encounter

Log in to edit

Download files

Published Version
McPhail_Mattson_ACR1997_PV.pdf
File access level: Anyone

  • 1777
    total views
  • 257
    total downloads
  • 3
    views this month
  • 0
    downloads this month

Export as

Related outputs

The internationalization process and the role of learning in small service firms
Bridgewater, Sue, Sullivan-Taylor, Bridgette, Johnston, Robert, Mattsson, Jan and Millett, Bruce. 2004. "The internationalization process and the role of learning in small service firms." McDonald, Frank, Mayer, Michael and Buck, Trevor (ed.) The process of internationalization: strategic, cultural, and policy perspectives. London, United Kingdom. Palgrave Macmillan. pp. 211-231
Relationships, the role of individuals and knowledge flows in the internationalisation of service firms
Lindsay, Valerie, Chadee, Doren, Mattsson, Jan, Johnston, Robert and Millett, Bruce. 2003. "Relationships, the role of individuals and knowledge flows in the internationalisation of service firms." International Journal of Service Industry Management. 14 (1), pp. 7-35. https://doi.org/10.1108/09564230310465976
A conceptual model and evaluation process for educational technology learning resources: a legal case study
McDonald, Jacquie, McPhail, Janelle, Maguire, Michael and Millett, Bruce. 2004. "A conceptual model and evaluation process for educational technology learning resources: a legal case study." Educational Media International. 41 (4), pp. 287-296. https://doi.org/10.1080/09523980410001680914
Knowledge flows in international services firms: a conceptual model
Lindsay, Valerie J., Chadee, Doren, Mattsson, Jan and Johnston, Robert. 2003. "Knowledge flows in international services firms: a conceptual model." Mahnke, Volke and Pedersen, Torben (ed.) Knowledge flows, governance and the multinational enterprise: frontiers in international management research . Hampshire, United Kingdom. Palgrave Macmillan. pp. 177-194
Understanding older consumers' usage of self-service technologies: test of two models
McPhail, Janelle, Fogarty, Gerard and Walker, Rhett H.. 2003. "Understanding older consumers' usage of self-service technologies: test of two models." Geursen, G., Kennedy, R. and Tolo, M. (ed.) ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Adelaide, Australia 01 - 03 Dec 2003 Melbourne, Austalia.
Network parenting in international service development
Lewis, Michael, Shulver, Michael, Johnston, Robert, Mattsson, Jan, Millett, Bruce and Slack, Nigel. 2004. "Network parenting in international service development." British Journal of Management. 15 (1), pp. 23-28. https://doi.org/10.1111/j.1467-8551.2004.00392.x
Developing professional relationships between supervisors and doctorial candidates
McPhail, Janelle and Erwee, Ronel. 2000. "Developing professional relationships between supervisors and doctorial candidates." Australian Journal of Management and Organisational Behaviour. 3 (1), pp. 76-90.
Australian business organizations' perceptions of the value of formal marketing research: a comparative study of firms with high versus low level of business performance
Ogunmokun, Gabriel, McPhail, Janelle and Chin, Iris. 2003. "Australian business organizations' perceptions of the value of formal marketing research: a comparative study of firms with high versus low level of business performance." Geursen, G., Kennedy, R. and Tolo, M. (ed.) ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Adelaide, Australia 01 - 03 Dec 2003 Melbourne, Australia.
Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course
McPhail, Janelle and Birch, Dawn. 2004. "Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
A discriminant analysis of the managers' perceptions of the value of marketing research and its effect on business performance
Ogunmokun, Gabriel, Chin, Iris and McPhail, Janelle. 2005. "A discriminant analysis of the managers' perceptions of the value of marketing research and its effect on business performance." International Journal of Management. 22 (1), pp. 32-40.
Executive learning: a typology
Millett, Bruce, Mattsson, Jan and Johnston, Robert. 2005. "Executive learning: a typology." International Journal of Organisational Behaviour. 9 (4), pp. 615-631.
Mature Australian consumers' adoption and consumption of self-service banking technologies
McPhail, Janelle and Fogarty, Gerard. 2004. "Mature Australian consumers' adoption and consumption of self-service banking technologies." Journal of Financial Services Marketing. 8 (4), pp. 302-313.
An analysis of international business-to-business relationships based on the Commitment–Trust theory
Friman, Margareta, Gärling, Tommy, Millett, Bruce, Mattsson, Jan and Johnston, Robert. 2002. "An analysis of international business-to-business relationships based on the Commitment–Trust theory." Industrial Marketing Management. 31 (5), pp. 403-409. https://doi.org/10.1016/S0019-8501(01)00154-7