Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension

Volume: 42, Pages: 55 - 64
Published: May 1, 2018
Abstract
Previous research has indicated that employee joke-telling in the service encounter can have a negative impact on customer satisfaction, particularly with respect to perceived overall message relevance as a mediating variable. The present study is an attempt to examine if these results would be replicated in service encounter settings with other characteristics. Two experiments were conducted, and the previous pattern was reproduced: customer...
Paper Details
Title
Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension
Published Date
May 1, 2018
Volume
42
Pages
55 - 64
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