The chameleon effect in customer relationship management : Experiments on the spillover effects of mimicry in natural settings of a chain hotel and a chain grocery shop

StatusVoR
Simple item page
cris.lastimport.scopus2025-03-31T03:11:48Z
dc.abstract.enNumerous experiments have proven that mimicry is highly beneficial (mainly to the mimicker but also to the mimickee). Some studies have shown initial data suggesting the potential of applying this knowledge to business settings. In the present paper we unpack this issue in two ways. First, by presenting potential benefits stemming from mimicry for the mimicking dyad, and second for the business environment represented by the mimicker. Two consecutive studies: a Pretest and a Main Experiment run in natural settings showed great potential in improving the assessments of quality of service provided by verbally mimicking (or not). The results of both studies showed that mimicry offers benefits for the mimicker (increased employee kindness and employee evaluation), and also spillover to the organization/company represented by the mimicking employee (increased opinion of and willingness to return to the shop/hotel). Future research directions and limitations are discussed.
dc.affiliationInstytut Psychologii
dc.affiliationWydział Psychologii we Wrocławiu
dc.contributor.authorKulesza, Wojciech
dc.contributor.authorDoliński, Dariusz
dc.contributor.authorMuniak, Paweł
dc.contributor.authorBorkowska, Joanna
dc.contributor.authorBibikova, Polina
dc.contributor.authorGrzyb, Tomasz
dc.date.access2023-03-14
dc.date.accessioned2024-01-18T09:48:51Z
dc.date.available2024-01-18T09:48:51Z
dc.date.created2023-02-23
dc.date.issued2023-03-14
dc.description.abstract<jats:p>Numerous experiments have proven that mimicry is highly beneficial (mainly to the mimicker but also to the mimickee). Some studies have shown initial data suggesting the potential of applying this knowledge to business settings. In the present paper we unpack this issue in two ways. First, by presenting potential benefits stemming from mimicry for the mimicking dyad, and second for the business environment represented by the mimicker. Two consecutive studies: a Pretest and a Main Experiment run in natural settings showed great potential in improving the assessments of quality of service provided by verbally mimicking (or not). The results of both studies showed that mimicry offers benefits for the mimicker (increased employee kindness and employee evaluation), and also spillover to the organization/company represented by the mimicking employee (increased opinion of and willingness to return to the shop/hotel). Future research directions and limitations are discussed.</jats:p>
dc.description.accesstimeat_publication
dc.description.grantnumber2019/35/O/HS6/ 00420
dc.description.granttitleWpływ koordynacji interpersonalnej na efekt ekstrapolacji. Zrozumienie rozprzestrzeniania się skutków naśladownictwa
dc.description.physical1-12
dc.description.versionfinal_published
dc.description.volume14
dc.identifier.doi10.3389/fpsyg.2023.1016125
dc.identifier.issn1664-1078
dc.identifier.urihttps://share.swps.edu.pl/handle/swps/379
dc.identifier.weblinkhttps://www.frontiersin.org/articles/10.3389/fpsyg.2023.1016125/full
dc.languageen
dc.pbn.affiliationpsychologia
dc.rightsCC-BY
dc.rights.questionYes_rights
dc.share.articleOPEN_JOURNAL
dc.subject.enchameleon effect
dc.subject.enverbal mimicry
dc.subject.enspillover effect
dc.subject.enservice quality measurement
dc.subject.enhospitality management
dc.swps.sciencecloudnosend
dc.titleThe chameleon effect in customer relationship management : Experiments on the spillover effects of mimicry in natural settings of a chain hotel and a chain grocery shop
dc.title.journalFrontiers in Psychology
dc.typeJournalArticle
dspace.entity.typeArticle