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
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