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The impact of mood on customer behavior: Staff mood and environmental factors

Furnham, A; Milner, R; (2013) The impact of mood on customer behavior: Staff mood and environmental factors. Journal of Retailing and Consumer Services , 20 (6) pp. 634-641. 10.1016/j.jretconser.2013.06.001.

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Abstract

This review looks at the effect of staff/server mood on customer/client mood and various outcome behaviours such as such as product and service evaluation. It also looks at the role of other stimulus factors such as scent, sound and light on customer affect and cognitions and thence the effects on purchase behaviours. Based on the service-profit chain model, this review considers the scattered research which empirically demonstrates the impact of staff mood upon customer mood and behaviour. The review then goes on to discuss the various ways in which a customer's mood influences their buying behaviour, as well as considering why and when this occurs. Other physical factors that influence customer mood are also considered. Implications for the management of sales staff and sales environments are considered.

Type: Article
Title: The impact of mood on customer behavior: Staff mood and environmental factors
DOI: 10.1016/j.jretconser.2013.06.001
UCL classification: UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences > Clinical, Edu and Hlth Psychology
URI: http://discovery.ucl.ac.uk/id/eprint/1418793
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