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Esnaf-Uslu, P. (author), Desmet, P.M.A. (author), Schifferstein, Hendrik N.J. (author)This article introduces the concept of mood sensitivity: a service agent's ability to detect mood during service encounters and customize their interaction style accordingly, with the purpose of improving service encounters as a whole. We report on an experience sampling study that explored the role that mood plays in service provision....journal article 2022