Wanted: Contagious Gameday Staff. Testing the Effect of Smiling on Fan Responses

Brian V. Larson; Ricard W. Jensen; Yawei Wang

doi:10.1080/15332969.2016.1156925

Wanted: Contagious Gameday Staff. Testing the Effect of Smiling on Fan Responses

Brian V. Larson, Ricard W. Jensen, Yawei Wang

Hospitality and Tourism

Research output: Contribution to journal › Article › peer-review

3 Scopus citations

Abstract

ABSTRACT: In services marketing related to sports, the live, direct interaction between the provider and the customer is crucial. Service quality influences how fans form attitudes and behaviors at sports events; there are several touch points where services are provided and fans often have high expectations. Smiling employees influence fan opinions about sports events. This study tested the effect of smiling on key marketing outcomes by conducting an experiment and field study pertaining to services marketing in sports. Results showed interesting and significant findings about the effect of smiling on sport fans’ perceptions and behaviors about the service provider.

Original language	English
Pages (from-to)	71-79
Number of pages	9
Journal	Services Marketing Quarterly
Volume	37
Issue number	2
DOIs	https://doi.org/10.1080/15332969.2016.1156925
State	Published - 2 Apr 2016

Keywords

Service marketing
smiling
sport marketing

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10.1080/15332969.2016.1156925

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abstract = "ABSTRACT: In services marketing related to sports, the live, direct interaction between the provider and the customer is crucial. Service quality influences how fans form attitudes and behaviors at sports events; there are several touch points where services are provided and fans often have high expectations. Smiling employees influence fan opinions about sports events. This study tested the effect of smiling on key marketing outcomes by conducting an experiment and field study pertaining to services marketing in sports. Results showed interesting and significant findings about the effect of smiling on sport fans{\textquoteright} perceptions and behaviors about the service provider.",

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