Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
研究通过真实服务接触中的微笑强度编码和顾客调查，发现员工微笑通过顾客对服务质量的评价（而非顾客情绪）影响接触满意度，否定了情绪感染作为中介的假设。
Primitive emotional contagion has been proposed to explain why “service with a smile” predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasting such mediation with a direct path through perceived service quality. Independent coders recorded the strength of employees' and customers' smiles at three points in time during real service encounters, and 173 customers completed postencounter surveys. Mimicry effects were supported; however, only service quality appraisals, and not customers' affect, fully mediated the relationship of employee smiling and encounter satisfaction.