Abstract
AbstractBased on recent theories of affect and cognition, this unobtrusive field experiment predicted and found that induced positive mood improved real‐life customer service behaviors by less experienced sales staff, but had no effect on the behaviors of experienced long‐term staff in several department stores. Positive or negative mood was unobtrusively induced in sales staff in major department stores by a confederate. A second confederate, blind to the mood induction, then asked employees for help to locate a non‐existent item. The frequency and duration of helpful behaviors in response to the request was recorded. Consistent with Forgas' Affect Infusion Model (AIM), less experienced employees showed a significant mood‐congruent pattern in their responses helping more in a positive than in a negative mood. Long‐term employees who could rely on routine, direct access processing were not influenced by the mood induction. The implications of these findings for contemporary affect‐cognition theorizing and for everyday affective influences on interpersonal behaviors and customer service delivery are considered. Copyright © 2007 John Wiley & Sons, Ltd.
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