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 |
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Universiti Utara Malaysia
1995
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| Online Access: | https://repo.uum.edu.my/id/eprint/883/1/Nik_Rahimah_Nik_Yacob.pdf |
| _version_ | 1825739738272759808 |
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| author | Nik Yacob, Nik Rahimah Ahmad, Mohammad Naim |
| author_facet | Nik Yacob, Nik Rahimah Ahmad, Mohammad Naim |
| author_sort | Nik Yacob, Nik Rahimah |
| collection | UUM |
| description | 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. |
| first_indexed | 2024-07-04T05:14:30Z |
| format | Article |
| id | uum-883 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:14:30Z |
| publishDate | 1995 |
| publisher | Universiti Utara Malaysia |
| record_format | eprints |
| spelling | uum-8832015-06-28T02:36:12Z https://repo.uum.edu.my/id/eprint/883/ Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation Nik Yacob, Nik Rahimah Ahmad, Mohammad Naim HF Commerce 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. Universiti Utara Malaysia 1995 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/883/1/Nik_Rahimah_Nik_Yacob.pdf Nik Yacob, Nik Rahimah and Ahmad, Mohammad Naim (1995) Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation. Malaysian Management Journal, 1 (2). pp. 21-30. ISSN 0128-6226 http://mmj.uum.edu.my |
| spellingShingle | HF Commerce Nik Yacob, Nik Rahimah Ahmad, Mohammad Naim Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title | Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title_full | Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title_fullStr | Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title_full_unstemmed | Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title_short | Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation |
| title_sort | addressing the customers the influence of status physical contact and age on customers level of irritation |
| topic | HF Commerce |
| url | https://repo.uum.edu.my/id/eprint/883/1/Nik_Rahimah_Nik_Yacob.pdf |
| work_keys_str_mv | AT nikyacobnikrahimah addressingthecustomerstheinfluenceofstatusphysicalcontactandageoncustomerslevelofirritation AT ahmadmohammadnaim addressingthecustomerstheinfluenceofstatusphysicalcontactandageoncustomerslevelofirritation |