TY - JOUR
T1 - Putting your best face forward
T2 - The impact of customer mood on salesperson evaluation
AU - Puccinelli, Nancy M.
PY - 2006
Y1 - 2006
N2 - This investigation examines the response of customers to a salesperson whose feelings ostensibly differ from those that customers are personally experiencing. When customers in a bad mood encounter a salesperson who appears to be happy, they feel even worse than they otherwise would. These feelings, in turn, decrease their evaluations of the products the salesperson is promoting. Finally, unhappy customers tend to avoid a happy salesperson unless the decision is sufficiently important that they are motivated to ignore the effects of their bad mood.
AB - This investigation examines the response of customers to a salesperson whose feelings ostensibly differ from those that customers are personally experiencing. When customers in a bad mood encounter a salesperson who appears to be happy, they feel even worse than they otherwise would. These feelings, in turn, decrease their evaluations of the products the salesperson is promoting. Finally, unhappy customers tend to avoid a happy salesperson unless the decision is sufficiently important that they are motivated to ignore the effects of their bad mood.
UR - http://www.scopus.com/inward/record.url?scp=33646408127&partnerID=8YFLogxK
UR - http://dx.doi.org/10.1207/s15327663jcp1602_6
U2 - 10.1207/s15327663jcp1602_6
DO - 10.1207/s15327663jcp1602_6
M3 - Article
AN - SCOPUS:33646408127
SN - 1057-7408
VL - 16
SP - 156
EP - 162
JO - Journal of Consumer Psychology
JF - Journal of Consumer Psychology
IS - 2
ER -