When does mood matter? An examination of two types of hospitality service encounters

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

Despite the growing interest in mood in consumer research literature, little empirical research has been conducted on the effects of post-consumption mood states on customer evaluations of hospitality services. This study was designed to close this gap by contrasting the impacts of post-encounter mood on evaluations of two opposing types of service encounters: (a) brief, routine type encounters (e.g., hotel check-outs) and (b) extended encounters with multiple contacts with the same employee (e.g., fine-dining). The results of this field study suggest that the mood bias might be limited to customer evaluations following brief customer-employee interactions. In a hotel check-out setting, post-consumption mood was a significant predictor of satisfaction, service quality, and repurchase intention. Conversely, post-consumption mood failed to influence customers overall evaluations in a fine-dining context.

Original languageEnglish (US)
Pages (from-to)55-65
Number of pages11
JournalJournal of Hospitality and Leisure Marketing
Volume7
Issue number3
DOIs
StatePublished - Sep 1 2000

Fingerprint

Hotels
Personnel
Service encounter
Mood
Hospitality services
evaluation
services
consumption
Evaluation

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Tourism, Leisure and Hospitality Management
  • Marketing

Cite this

@article{f1f2c0c406cc4980b5e64854460640d4,
title = "When does mood matter? An examination of two types of hospitality service encounters",
abstract = "Despite the growing interest in mood in consumer research literature, little empirical research has been conducted on the effects of post-consumption mood states on customer evaluations of hospitality services. This study was designed to close this gap by contrasting the impacts of post-encounter mood on evaluations of two opposing types of service encounters: (a) brief, routine type encounters (e.g., hotel check-outs) and (b) extended encounters with multiple contacts with the same employee (e.g., fine-dining). The results of this field study suggest that the mood bias might be limited to customer evaluations following brief customer-employee interactions. In a hotel check-out setting, post-consumption mood was a significant predictor of satisfaction, service quality, and repurchase intention. Conversely, post-consumption mood failed to influence customers overall evaluations in a fine-dining context.",
author = "Mattila, {Anna S.}",
year = "2000",
month = "9",
day = "1",
doi = "10.1300/J150v07n03_05",
language = "English (US)",
volume = "7",
pages = "55--65",
journal = "Journal of Hospitality Marketing and Management",
issn = "1936-8623",
publisher = "Routledge",
number = "3",

}

When does mood matter? An examination of two types of hospitality service encounters. / Mattila, Anna S.

In: Journal of Hospitality and Leisure Marketing, Vol. 7, No. 3, 01.09.2000, p. 55-65.

Research output: Contribution to journalArticle

TY - JOUR

T1 - When does mood matter? An examination of two types of hospitality service encounters

AU - Mattila, Anna S.

PY - 2000/9/1

Y1 - 2000/9/1

N2 - Despite the growing interest in mood in consumer research literature, little empirical research has been conducted on the effects of post-consumption mood states on customer evaluations of hospitality services. This study was designed to close this gap by contrasting the impacts of post-encounter mood on evaluations of two opposing types of service encounters: (a) brief, routine type encounters (e.g., hotel check-outs) and (b) extended encounters with multiple contacts with the same employee (e.g., fine-dining). The results of this field study suggest that the mood bias might be limited to customer evaluations following brief customer-employee interactions. In a hotel check-out setting, post-consumption mood was a significant predictor of satisfaction, service quality, and repurchase intention. Conversely, post-consumption mood failed to influence customers overall evaluations in a fine-dining context.

AB - Despite the growing interest in mood in consumer research literature, little empirical research has been conducted on the effects of post-consumption mood states on customer evaluations of hospitality services. This study was designed to close this gap by contrasting the impacts of post-encounter mood on evaluations of two opposing types of service encounters: (a) brief, routine type encounters (e.g., hotel check-outs) and (b) extended encounters with multiple contacts with the same employee (e.g., fine-dining). The results of this field study suggest that the mood bias might be limited to customer evaluations following brief customer-employee interactions. In a hotel check-out setting, post-consumption mood was a significant predictor of satisfaction, service quality, and repurchase intention. Conversely, post-consumption mood failed to influence customers overall evaluations in a fine-dining context.

UR - http://www.scopus.com/inward/record.url?scp=84882245557&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84882245557&partnerID=8YFLogxK

U2 - 10.1300/J150v07n03_05

DO - 10.1300/J150v07n03_05

M3 - Article

AN - SCOPUS:84882245557

VL - 7

SP - 55

EP - 65

JO - Journal of Hospitality Marketing and Management

JF - Journal of Hospitality Marketing and Management

SN - 1936-8623

IS - 3

ER -