Emotions in service encounters: a review and research agenda

Cécile Delcourt

Chapter 5 in A Research Agenda for Service Marketing, 2024, pp 93-129 from Edward Elgar Publishing

Abstract: Emotions play a central role in service encounters. Thus, better understanding the role of emotions in service encounters is critical not only for customers and employees but also for service organizations. The literature on emotions in service encounters is scattered among various streams such as service management, organizational psychology, and social psychology. Accordingly, we aim to synthesize the key research articles of those literatures to provide both a multidisciplinary overview of the literature on emotions in service encounters to uncover the main definitions, measures, and theories of emotions, and a research agenda that highlights the many new recent technological developments in (1) capturing, measuring, and interpreting emotions, and (2) delivering services during (emotional) service encounters (e.g., service robots).

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2024
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