Putting your best face forward: The impact of customer mood on salesperson evaluation

Research output: Contribution to journalArticle

27 Citations (Scopus)

Abstract

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.

LanguageEnglish
Pages156-162
Number of pages7
JournalJournal of Consumer Psychology
Volume16
Issue number2
DOIs
StatusPublished - 2006

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Emotions
Mood
Evaluation
Salesperson

ASJC Scopus subject areas

  • Psychology(all)
  • Applied Psychology

Cite this

Putting your best face forward : The impact of customer mood on salesperson evaluation. / Puccinelli, Nancy M.

In: Journal of Consumer Psychology, Vol. 16, No. 2, 2006, p. 156-162.

Research output: Contribution to journalArticle

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