The effect of humour usage on customer’s service experiences
Abstract
Cross-disciplinary research recognises humour as an effective communication tool for fostering engagement and positive interpersonal relationships, although inappropriate use can create negative outcomes. Drawing on positive psychology, this study aims to empirically examine the extent to which frontline employee’s (FLE’s) humour usage can influence customers’ service encounter evaluations. Findings from 252 retail service customers indicate...
Paper Details
Title
The effect of humour usage on customer’s service experiences
Published Date
Sep 5, 2018
Volume
44
Issue
1
Pages
109 - 127
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