"Expressions of emotion" in service encounters

Abstract

This study examines the relationship between the "expressions of emotion" and the satisfaction with the service encounter. The empirical proxy for "expressions of emotion" is the nature of the encounter in bars as a psychological phenomenon. Predicted relationship is investigated by comparing the ratings of perceived emotions of bar customers and servers based on semantic differential format, and by exploring open-ended data qualitatively. The results suggest that the expressions of emotions by servers and emotional atmosphere of bars affect the satisfaction of customers with the encounter.