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Keywords: Mood
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Journal Articles
Boosting service performance by dark chocolate seduction
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2019) 33 (5): 576–588.
Published: 28 August 2019
... performance outcomes. This effect is fully mediated through mood. However, this effect disappears in negative valenced service encounters. Originality/value This paper makes a unique contribution, by testing whether changing a small detail at the start of a service improves mood and, in turn, customers...
