Mood versus Service Quality Effects on Customers’ Responses to Service Organizations and Service Encounters
研究顾客情绪（正面或负面）与服务卓越程度（正面、中性、负面或混合）对服务提供者的回忆、评价和行为意向的影响，发现服务接触本身比情绪更重要，且正面接触能克服负面情绪。
This article examines the impact of customers’ moods (positive or negative) and various conditions of service excellence (positive, neutral, negative, or mixed) on recall, evaluation, and behavioral intentions regarding a service provider. Results indicate that mood plays a less significant role than the nature of the service encounter itself when it comes to individuals’cognitive, affective, and conative responses. Furthermore, it appears that encounters containing positive aspects have the potential to overcome a negative mood state that customers may bring to a service interaction. A number of managerial implications are also noted. These include recommendations that services managers (a) pay close attention to service quality; (b) realize that performing well on some dimensions of the service encounter may overcome poor performance on others; (c) work to create more neutral rather than positive mood-evoking conditions in their customers; and (d) actively promote the positive aspects of service encounters to their customers.