Smile and its impacts on mood forming and purchase intentions in retail business
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Feb 23, 2023
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Abstract
This study aims to investigate the impact of employee smiles on consumer purchasing interest in shopping centers. Literature in the field of communication shows that facial expressions are a form of non-verbal communication that is very often used and is more trusted by communication partners than verbal communication. In the retail business, business owners always advise their employees to smile in front of customers to get a positive response from customers. We investigate whether a smiling employee can elicit customers' positive (negative) mood, which eventually influences their purchasing intention. To achieve the research objectives, this research used quantitative experimental methods. Theoretical and practical implications of the study are discussed in this paper.
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How to Cite
Fanggidae, J. P., & P. Mumu, N. D. (2023). Smile and its impacts on mood forming and purchase intentions in retail business. Enrichment : Journal of Management, 12(6), 4745-4752. https://doi.org/10.35335/enrichment.v12i6.1038
References
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Coles, N. A., Larsen, J. T., & Lench, H. C. (2019). A meta-analysis of the facial feedback literature: Effects of facial feedback on emotional experience are small and variable. Psychological bulletin, 145(6), 610.
Coles, N. A., March, D. S., Marmolejo-Ramos, F., Larsen, J. T., Arinze, N. C., Ndukaihe, I. L., . . . Mokady, A. (2022). A multi-lab test of the facial feedback hypothesis by the many smiles collaboration. Nature human behaviour, 1-12.
Del Giacco, L., Anguera, M. T., & Salcuni, S. (2020). The action of verbal and non-verbal communication in the therapeutic alliance construction: a mixed methods approach to assess the initial interactions with depressed patients. Frontiers in psychology, 11, 234.
Fanggidae, F. O. (2019). Belanja Daerah, Pertumbuhan Ekonomi dan Kesempatan Kerja di Kota Kupang. Jurnal Inovasi Kebijakan, 4(1), 21-26.
Febrianto, M. R., & Widiana, H. S. (2013). Efek Pelayanan Senyum, Salam, Sapa Petugas Kasir Terhadap Kepuasan Konsumen Supermarket. Jurnal Psikologi, 12(1), 1-12.
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), 634-641.
Gabriel, A. S., Acosta, J. D., & Grandey, A. A. (2015). The value of a smile: does emotional performance matter more in familiar or unfamiliar exchanges? Journal of Business and Psychology, 30(1), 37-50.
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective (Vol. 7). In: Upper Saddle River, NJ: Pearson.
Hasanat, N. U. (1996). Ekspresi senyum untuk meningkatkan hubungan interpersonal. Buletin Psikologi, 4(1), 26-32.
Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis a regression-based approach. Guilford Press.
Karimi, S., & Liu, Y.-L. (2020). The differential impact of “mood” on consumers’ decisions, a case of mobile payment adoption. Computers in Human Behavior, 102, 132-143.
Kulczynski, A., Ilicic, J., & Baxter, S. M. (2016). When your source is smiling, consumers may automatically smile with you: Investigating the source expressive display hypothesis. Psychology & Marketing, 33(1), 5-19.
Kurniati, D. P. Y. (2016). Modul Komunikasi verbal dan non verbal. Univ Udayana Fak Kedokt.
Ma, R., & Wang, W. (2021). Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention. Journal of Business Research, 134, 443-456.
Maher, N., Power, S. B., & Marotzke, J. (2021). More accurate quantification of model-to-model agreement in externally forced climatic responses over the coming century. Nature communications, 12(1), 788.
Ngan, H. F. B., & Yu, C.-E. (2019). To smile or not to smile–an eye-tracking study on service recovery. Current Issues in Tourism, 22(19), 2327-2332.
Ohala, J. J. (1980). The acoustic origin of the smile. The Journal of the Acoustical Society of America, 68(S1), S33-S33.
Otterbring, T. (2017). Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction. Journal of Service Management.
Park, D.-H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International journal of electronic commerce, 11(4), 125-148.
Parsad, C., Prashar, S., Vijay, T. S., & Kumar, M. (2021). Do promotion and prevention focus influence impulse buying: The role of mood regulation, shopping values, and impulse buying tendency. Journal of Retailing and Consumer Services, 61, 102554.
Samadara, P. D., & Fanggidae, J. P. (2021). Kaitan Antara Kualitas Layanan, Komitmen dan Loyalitas Konsumen pada Pusat Perbelanjaan Flobamora Mall Kupang. Bisman-Jurnal Bisnis & Manajemen, 5(02), 55-60.
Sato, W., Fujimura, T., & Suzuki, N. (2008). Enhanced facial EMG activity in response to dynamic facial expressions. International Journal of Psychophysiology, 70(1), 70-74.
Sturm, V. E., Datta, S., Roy, A. R., Sible, I. J., Kosik, E. L., Veziris, C. R., . . . Kramer, J. H. (2020). Big smile, small self: Awe walks promote prosocial positive emotions in older adults. Emotion.
Tomkins, S. S. (2008). Affect imagery consciousness: the complete edition: two volumes. Springer publishing company.
Torre, I., Goslin, J., & White, L. (2020). If your device could smile: People trust happy-sounding artificial agents more. Computers in Human Behavior, 105, 106215.
Tsai, J. L., Blevins, E., Bencharit, L. Z., Chim, L., Fung, H. H., & Yeung, D. Y. (2019). Cultural variation in social judgments of smiles: The role of ideal affect. Journal of Personality and Social Psychology, 116(6), 966.
Vrugt, A., & Vet, C. (2009). Effects of a smile on mood and helping behavior. Social Behavior and Personality: an international journal, 37(9), 1251-1257.
Wang, Y., Li, Y., Song, Y., & Rong, X. (2020). The influence of the activation function in a convolution neural network model of facial expression recognition. Applied Sciences, 10(5), 1897.
Weijun, H., Hui, W., Ling, L., Ramsey, T. S., & Zhengwei, H. (2020). Study of e-smile service influence on customers’ satisfaction in social business context. The Journal of Supercomputing, 76(5), 3673-3688.
Wolf, K. (2022). Measuring facial expression of emotion. Dialogues in clinical neuroscience.
Woo, K.-s., & Chan, B. (2020). “Service with a smile” and emotional contagion: A replication and extension study. Annals of Tourism Research, 80, 102850.
Zhu, H., Zhou, Y., Wu, Y., & Wang, X. (2022). To smile or not to smile: The role of facial expression valence on mundane and luxury products premiumness. Journal of Retailing and Consumer Services, 65, 102861.
Bae, J., Kim, S. J., Kim, K. H., & Koo, D.-M. (2019). Affective value of game items: a mood management and selective exposure approach. Internet Research, 29(2), 315-328.
Bessie, J. (2018). Tingkat Kepuasan pasien rawat jalan terhadap pelayanan kefarmasian di Puskesmas Baun Kabupaten Kupang Tahun 2018 Poltekkes Kemenkes Kupang].
Cai, F., Tang, F., & Jia, J.-M. (2009). The interaction effect of mood and price level on purchase intention. ACR North American Advances.
Coles, N. A., Larsen, J. T., & Lench, H. C. (2019). A meta-analysis of the facial feedback literature: Effects of facial feedback on emotional experience are small and variable. Psychological bulletin, 145(6), 610.
Coles, N. A., March, D. S., Marmolejo-Ramos, F., Larsen, J. T., Arinze, N. C., Ndukaihe, I. L., . . . Mokady, A. (2022). A multi-lab test of the facial feedback hypothesis by the many smiles collaboration. Nature human behaviour, 1-12.
Del Giacco, L., Anguera, M. T., & Salcuni, S. (2020). The action of verbal and non-verbal communication in the therapeutic alliance construction: a mixed methods approach to assess the initial interactions with depressed patients. Frontiers in psychology, 11, 234.
Fanggidae, F. O. (2019). Belanja Daerah, Pertumbuhan Ekonomi dan Kesempatan Kerja di Kota Kupang. Jurnal Inovasi Kebijakan, 4(1), 21-26.
Febrianto, M. R., & Widiana, H. S. (2013). Efek Pelayanan Senyum, Salam, Sapa Petugas Kasir Terhadap Kepuasan Konsumen Supermarket. Jurnal Psikologi, 12(1), 1-12.
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), 634-641.
Gabriel, A. S., Acosta, J. D., & Grandey, A. A. (2015). The value of a smile: does emotional performance matter more in familiar or unfamiliar exchanges? Journal of Business and Psychology, 30(1), 37-50.
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective (Vol. 7). In: Upper Saddle River, NJ: Pearson.
Hasanat, N. U. (1996). Ekspresi senyum untuk meningkatkan hubungan interpersonal. Buletin Psikologi, 4(1), 26-32.
Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis a regression-based approach. Guilford Press.
Karimi, S., & Liu, Y.-L. (2020). The differential impact of “mood” on consumers’ decisions, a case of mobile payment adoption. Computers in Human Behavior, 102, 132-143.
Kulczynski, A., Ilicic, J., & Baxter, S. M. (2016). When your source is smiling, consumers may automatically smile with you: Investigating the source expressive display hypothesis. Psychology & Marketing, 33(1), 5-19.
Kurniati, D. P. Y. (2016). Modul Komunikasi verbal dan non verbal. Univ Udayana Fak Kedokt.
Ma, R., & Wang, W. (2021). Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention. Journal of Business Research, 134, 443-456.
Maher, N., Power, S. B., & Marotzke, J. (2021). More accurate quantification of model-to-model agreement in externally forced climatic responses over the coming century. Nature communications, 12(1), 788.
Ngan, H. F. B., & Yu, C.-E. (2019). To smile or not to smile–an eye-tracking study on service recovery. Current Issues in Tourism, 22(19), 2327-2332.
Ohala, J. J. (1980). The acoustic origin of the smile. The Journal of the Acoustical Society of America, 68(S1), S33-S33.
Otterbring, T. (2017). Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction. Journal of Service Management.
Park, D.-H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International journal of electronic commerce, 11(4), 125-148.
Parsad, C., Prashar, S., Vijay, T. S., & Kumar, M. (2021). Do promotion and prevention focus influence impulse buying: The role of mood regulation, shopping values, and impulse buying tendency. Journal of Retailing and Consumer Services, 61, 102554.
Samadara, P. D., & Fanggidae, J. P. (2021). Kaitan Antara Kualitas Layanan, Komitmen dan Loyalitas Konsumen pada Pusat Perbelanjaan Flobamora Mall Kupang. Bisman-Jurnal Bisnis & Manajemen, 5(02), 55-60.
Sato, W., Fujimura, T., & Suzuki, N. (2008). Enhanced facial EMG activity in response to dynamic facial expressions. International Journal of Psychophysiology, 70(1), 70-74.
Sturm, V. E., Datta, S., Roy, A. R., Sible, I. J., Kosik, E. L., Veziris, C. R., . . . Kramer, J. H. (2020). Big smile, small self: Awe walks promote prosocial positive emotions in older adults. Emotion.
Tomkins, S. S. (2008). Affect imagery consciousness: the complete edition: two volumes. Springer publishing company.
Torre, I., Goslin, J., & White, L. (2020). If your device could smile: People trust happy-sounding artificial agents more. Computers in Human Behavior, 105, 106215.
Tsai, J. L., Blevins, E., Bencharit, L. Z., Chim, L., Fung, H. H., & Yeung, D. Y. (2019). Cultural variation in social judgments of smiles: The role of ideal affect. Journal of Personality and Social Psychology, 116(6), 966.
Vrugt, A., & Vet, C. (2009). Effects of a smile on mood and helping behavior. Social Behavior and Personality: an international journal, 37(9), 1251-1257.
Wang, Y., Li, Y., Song, Y., & Rong, X. (2020). The influence of the activation function in a convolution neural network model of facial expression recognition. Applied Sciences, 10(5), 1897.
Weijun, H., Hui, W., Ling, L., Ramsey, T. S., & Zhengwei, H. (2020). Study of e-smile service influence on customers’ satisfaction in social business context. The Journal of Supercomputing, 76(5), 3673-3688.
Wolf, K. (2022). Measuring facial expression of emotion. Dialogues in clinical neuroscience.
Woo, K.-s., & Chan, B. (2020). “Service with a smile” and emotional contagion: A replication and extension study. Annals of Tourism Research, 80, 102850.
Zhu, H., Zhou, Y., Wu, Y., & Wang, X. (2022). To smile or not to smile: The role of facial expression valence on mundane and luxury products premiumness. Journal of Retailing and Consumer Services, 65, 102861.