... Reciprocity Emotional contagion Feelings-as-information theory Tipping studies in the domains of marketing, hospitality and psychology have yielded profound insights into the drivers of gratuity behavior, including aspects such as emotional contagion (e.g. servers’ affective displays influencing...

... or differential effect on brand equity. This study aims to fill this gap and explores the mediating role of emotional contagion and what kind of response helps better deter their negative effect. Design/methodology/approach This research is conducted through a one-panel study and three experimental studies...

... should consider both a customer’s potential emotional response and cognitive judgment about the disturbance. According to the concept of emotional contagion, the emotional state of the employee will “infect” the customers waiting in line (Hochschild, 1983 ; Hatfield et al., 1993 ; Pugh, 2001...