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The Positivity Effect in Perceptions of Services: Seen One, Seen Them All?

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  • Folkes, Valerie S
  • Patrick, Vanessa M

Abstract

A series of studies show converging evidence of a positivity effect in consumers' inferences about service providers. When the consumer has little experience with a service, positive information about a single employee leads to inferences that the firm's other service providers are similarly positive to a greater extent than negative information leads to inferences that the firm's other service providers are similarly negative. Four studies were conducted that varied in the amount of information about the service provider, the firm, and the service. The positivity effect was supported despite differences across studies in methods as well as measures. Copyright 2003 by the University of Chicago.

Suggested Citation

  • Folkes, Valerie S & Patrick, Vanessa M, 2003. "The Positivity Effect in Perceptions of Services: Seen One, Seen Them All?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(1), pages 125-137, June.
    • Handle: RePEc:oup:jconrs:v:30:y:2003:i:1:p:125-37
    DOI: 10.1086/374693
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    Cited by:

    1. Cowart, Kelly O. & Brady, Michael K., 2014. "Pleasantly Plump: Offsetting Negative Obesity Stereotypes for Frontline Service Employees," Journal of Retailing, Elsevier, vol. 90(3), pages 365-378.
    2. Andrew Gershoff & Ashesh Mukherjee & Anirban Mukhopadhyay, 2006. "“I love it” or “I hate it”? The positivity effect in stated preferences for agent evaluation," Marketing Letters, Springer, vol. 17(2), pages 103-117, April.
    3. Reuber, A. Rebecca & Fischer, Eileen, 2007. "Don't rest on your laurels: Reputational change and young technology-based ventures," Journal of Business Venturing, Elsevier, vol. 22(3), pages 363-387, May.
    4. Eigenraam, Anniek W. & Eelen, Jiska & Verlegh, Peeter W.J., 2021. "Let Me Entertain You? The Importance of Authenticity in Online Customer Engagement," Journal of Interactive Marketing, Elsevier, vol. 54(C), pages 53-68.
    5. Edward Shih-Tse Wang & Bi-Kun Tsai & Tzy-Ling Chen & Shu-Chun Chang, 2010. "The influence of emotions displayed and personal selling on customer behaviour intention," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 353-366, October.
    6. Lexie Lan Huang & Rocky Peng Chen & Kimmy Wa Chan, 2024. "Pairing up with anthropomorphized artificial agents: Leveraging employee creativity in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 955-975, July.
    7. Sebastian Schneider & Frank Huber, 2022. "You paid what!? Understanding price-related word-of-mouth and price perception among opinion leaders and innovators," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(1), pages 64-80, February.
    8. Hyoung Ju Song & Kyung Ho Kang, 2019. "Implementing corporate social responsibility strategies in the hospitality and tourism firms: A culture-based approach," Tourism Economics, , vol. 25(4), pages 520-538, June.
    9. Tyrone T. Lin & Yu-Qi Yeh & Shu-Yen Hsu, 2022. "Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability," Sustainability, MDPI, vol. 14(24), pages 1-19, December.
    10. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    11. Lucy Gill-Simmen & Deborah J. MacInnis & Andreas B. Eisingerich & C. Whan Park, 2018. "Brand-self connections and brand prominence as drivers of employee brand attachment," AMS Review, Springer;Academy of Marketing Science, vol. 8(3), pages 128-146, December.
    12. Eileen Fischer & Rebecca Reuber, 2007. "The Good, the Bad, and the Unfamiliar: The Challenges of Reputation Formation Facing New Firms," Entrepreneurship Theory and Practice, , vol. 31(1), pages 53-75, January.
    13. Kuang, Di & Ma, Baolong & Wang, Hong, 2022. "The relative impact of advertising and referral reward programs on the post-consumption evaluations in the context of service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    14. Vanhouche, Wouter & Alba, Joseph W., 2009. "Generalizing from negative experiences," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 238-244.
    15. Namin Kim & EuiSik Cho & Youngchan Kim & Moonkyu Lee, 2009. "Developing an effective strategic mix of corporate philanthropy," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1049-1062, May.
    16. Xu, Yingzi & Ling, I-Ling, 2023. "Effects of face masks and photo tags on nonverbal communication in service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    17. Paul A. Pavlou & David Gefen, 2005. "Psychological Contract Violation in Online Marketplaces: Antecedents, Consequences, and Moderating Role," Information Systems Research, INFORMS, vol. 16(4), pages 372-399, December.

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