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Is "service with a smile" enough? Authenticity of positive displays during service encounters

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  • Grandey, Alicia A.
  • Fisk, Glenda M.
  • Mattila, Anna S.
  • Jansen, Karen J.
  • Sideman, Lori A.

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Suggested Citation

  • Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    • Handle: RePEc:eee:jobhdp:v:96:y:2005:i:1:p:38-55
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    References listed on IDEAS

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    1. Bateson, John E G & Hui, Michael K, 1992. "The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 271-281, September.
    2. Weiner, Bernard, 2000. "Attributional Thoughts about Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(3), pages 382-387, December.
    3. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
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