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Boosting service performance by dark chocolate seduction

Nanouk Verhulst (UGent) , Hendrik Slabbinck (UGent) and Iris Vermeir (UGent)
(2019) JOURNAL OF SERVICES MARKETING. 33(5). p.576-588
Author
Organization
Abstract
Purpose Past research suggests that small details during a service may have a big impact on the service experience. Drawing from this literature, this study aims to test the impact of offering dark chocolate during a service on service performance outcomes. Design/methodology/approach Three scenario-based studies and one field study tested the hypotheses. The scenario-based experiments varied in both service context (e.g. restaurant and mobile phone store) and service quality. Findings Eating dark chocolate positively impacts service 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' outcomes in different service quality contexts.
Keywords
MOOD STATES, COCOA, BEHAVIOR, FOOD, SATISFACTION, CONSUMPTION, PERCEPTION, EXPERIENCE, COGNITION, EMOTIONS, Emotion, Service encounter, Satisfaction, Experimental design, Dark chocolate, Small things, Mood

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Citation

Please use this url to cite or link to this publication:

MLA
Verhulst, Nanouk, et al. “Boosting Service Performance by Dark Chocolate Seduction.” JOURNAL OF SERVICES MARKETING, vol. 33, no. 5, 2019, pp. 576–88.
APA
Verhulst, N., Slabbinck, H., & Vermeir, I. (2019). Boosting service performance by dark chocolate seduction. JOURNAL OF SERVICES MARKETING, 33(5), 576–588.
Chicago author-date
Verhulst, Nanouk, Hendrik Slabbinck, and Iris Vermeir. 2019. “Boosting Service Performance by Dark Chocolate Seduction.” JOURNAL OF SERVICES MARKETING 33 (5): 576–88.
Chicago author-date (all authors)
Verhulst, Nanouk, Hendrik Slabbinck, and Iris Vermeir. 2019. “Boosting Service Performance by Dark Chocolate Seduction.” JOURNAL OF SERVICES MARKETING 33 (5): 576–588.
Vancouver
1.
Verhulst N, Slabbinck H, Vermeir I. Boosting service performance by dark chocolate seduction. JOURNAL OF SERVICES MARKETING. 2019;33(5):576–88.
IEEE
[1]
N. Verhulst, H. Slabbinck, and I. Vermeir, “Boosting service performance by dark chocolate seduction,” JOURNAL OF SERVICES MARKETING, vol. 33, no. 5, pp. 576–588, 2019.
@article{8620391,
  abstract     = {Purpose Past research suggests that small details during a service may have a big impact on the service experience. Drawing from this literature, this study aims to test the impact of offering dark chocolate during a service on service performance outcomes. Design/methodology/approach Three scenario-based studies and one field study tested the hypotheses. The scenario-based experiments varied in both service context (e.g. restaurant and mobile phone store) and service quality. Findings Eating dark chocolate positively impacts service 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' outcomes in different service quality contexts.},
  author       = {Verhulst, Nanouk and Slabbinck, Hendrik and Vermeir, Iris},
  issn         = {0887-6045},
  journal      = {JOURNAL OF SERVICES MARKETING},
  keywords     = {MOOD STATES,COCOA,BEHAVIOR,FOOD,SATISFACTION,CONSUMPTION,PERCEPTION,EXPERIENCE,COGNITION,EMOTIONS,Emotion,Service encounter,Satisfaction,Experimental design,Dark chocolate,Small things,Mood},
  language     = {eng},
  number       = {5},
  pages        = {576--588},
  title        = {Boosting service performance by dark chocolate seduction},
  url          = {http://dx.doi.org/10.1108/JSM-01-2019-0026},
  volume       = {33},
  year         = {2019},
}

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