{'fraction_non_alphanumeric': 0.0379746835443038, 'fraction_numerical': 0.0, 'mean_word_length': 5.326666666666667, 'pattern_counts': {'":': 0, '<': 0, '<?xml version=': 0, '>': 0, 'https://': 0, 'lorem ipsum': 0, 'www.': 0, 'xml': 0}, 'pii_count': 0, 'substrings_counts': 0, 'word_list_counts': {'cursed_substrings.json': 0, 'profanity_word_list.json': 0, 'sexual_word_list.json': 0, 'zh_pornsignals.json': 0}}
When Does Mood Matter?

Abstract Despite the growing interest in mood in consumer research literature, little empirical research has been conducted on the effects of post-consumption mood states on customer evaluations of hospitality services. This study was designed to close this gap by contrasting the impacts of post-encounter mood on evaluations of two opposing types of service encounters: (a) brief, routine type encounters (e.g., hotel check-outs) and (b) extended encounters with multiple contacts with the same employee (e.g., fine-dining). The results of this field study suggest that the mood bias might be limited to customer evaluations following brief customer-employee interactions. In a hotel check-out setting, post-consumption mood was a significant predictor of satisfaction, service quality, and repurchase intention. Conversely, post-consumption mood failed to influence customers overall evaluations in a fine-dining context.