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Titre : | The chameleon effect, the temporal aspects of mimicry and their impact on service measurement (2022) |
Titre original: | Leffet caméléon, les aspects temporels du mimétisme et leur impact sur la mesure de la qualité de service |
Auteurs : | Wojciech Kulesza ; Dariusz Dolinski ; Mariola Kosim ; Tomasz Grzyb ; Paweł Muniak ; Dariusz Jemielniak |
Type de document : | Article |
Dans : | European Review of Applied Psychology (Vol. 72, n°4, July 2022) |
Article en page(s) : | 9 p. |
Note générale : | https://doi.org/10.1016/j.erap.2022.100767 |
Langues: | Anglais |
Descripteurs : |
HE Vinci Comportement d'imitation ; TempsAutres descripteurs Effet cameleon ; Qualite du service ; Satisfaction du client |
Résumé : |
Background
In an experiment conducted in a natural setting, we test the link between mimicry, the amount of time during which the mimicry behavior takes place, and its impact on service quality. Methods Cable TV clients (n = 120) were randomly assigned to six experimental conditions (2 mimicry conditions: verbal mimicry vs. no mimicry x 3 interaction time: 5 vs. 10 vs. 15 minutes). Perceived service quality served as the dependent measurement. Results A main effect of mimicry was found on service quality: a cable TV representative was perceived more favorably when he mimicked the customer. Importantly, it was shown that even small portions of mimicry are beneficial, meaning that practitioners do not have to mimic someone for a long time to achieve benefits. Conclusion The paper shows new benefits for the mimicker: more positive judgments by the mimickee regarding the impact on several different levels of service quality. |
Disponible en ligne : | Oui |
En ligne : | https://login.ezproxy.vinci.be/login?url=https://www.sciencedirect.com/science/article/pii/S1162908822000184 |