The impact of mood on customer behavior: Staff mood and environmental factors |
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| Authors: | Adrian Furnham Rebecca Milner |
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| Institution: | 1. Department of Psychology, University College London, 26 Bedford Way,London, Wc1 0ap, United Kingdom;2. Mountainview Learning, 8 Tavistick Street, London WC2E 7P, United Kingdom;3. Norwegian Business School, Nydalsveien 37, Oslo, Norway, United Kingdom;1. Christoph-Dornier-Stiftung Münster, Schorlemerstraße 26, 48143 Münster, Germany;2. Institute of Psychology, University of Münster, Fliednerstraße 21, 48149 Münster, Germany;3. Mittelrhein-Klinik Bad Salzig, Salzbornstraße 14, 56154 Boppard-Bad Salzig, Germany;4. Institute of Experimental Psychology, Heinrich-Heine University, Gebäude 23.03, Universitätsstraße 1, 40225 Düsseldorf, Germany;5. Institute of Clinical Psychology and Psychotherapy, Department of Psychology, University of Cologne, Pohligstraße 1, 50969 Köln, Germany;1. School of Information management, Wuhan University, Wuhan, 430072, China;2. Department of Computing, University of Bradford, Bradford, BD7 1DP, UK;3. Department of Electronics and Information Engineering, Huazhong University of Science Technology, Wuhan, 430074, China;4. Department of Computer Science and Technology, Tsinghua University, Beijing, 100084, China;1. Department of Economics, University of Alberta, Edmonton, Alberta, Canada T6G 2H4;2. Economic Analysis and Forecasting, Bombardier Aerospace, 123 Garratt Boulevard, N16-11, Toronto, Ontario, Canada M3K 1Y5;1. Bordeaux Management School, 680 Cours de la Libération, 33405 Talence Cedex, France;2. Groupe ESC La Rochelle, 102 rue des Coureilles, 17024 La Rochelle Cedex, France;1. School of Management, Harbin Institute of Technology, 92 West Dazhi Street, Harbin 150001, China;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST-East, Kowloon, Hong Kong, China |
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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. |
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| Keywords: | Mood Staff Customers |
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