Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
How do customers react when they are called by their first name in a service encounter? This paper explores the influence of a service provider's status, physical contact and age on customers' feelings of irritation when they are first-named by a service provider. Data for the study was a...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Utara Malaysia
1995
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/883/1/Nik_Rahimah_Nik_Yacob.pdf |
| Summary: | How do customers react when they are called by their first name in a service encounter? This paper explores the influence of a service provider's status, physical contact and age on customers' feelings of irritation when they are first-named by a service provider. Data for the study was a sample of ITM students. From three replications of the study, mixed support was obtained for the influence of status and physical contact, while age registered a non-significant influence on customers' level of irritation. Some interactions between the independent variables were also discovered. |
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