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
Dublin Core metadata
Alternative title
Authors
Kulesza, Wojciech
Doliński, Dariusz
Muniak, Paweł
Borkowska, Joanna
Bibikova, Polina
Grzyb, Tomasz
Monograph
Monograph (alternative title)
Date
2023-03-14
Publisher
Journal title
Frontiers in Psychology
Issue
Volume
14
Pages
Pages
1-12
DOI
ISSN
1664-1078
ISSN of series
Weblink
https://www.frontiersin.org/articles/10.3389/fpsyg.2023.1016125/full
Access date
2023-03-14
Abstract PL
Abstract EN
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.
Abstract other
Keywords PL
Keywords EN
chameleon effect
verbal mimicry
spillover effect
service quality measurement
hospitality management
Keywords other
Exhibition title
Place of exhibition (institution)
Exhibition curator
URI
https://share.swps.edu.pl/handle/swps/379
Type
License type
cc-by
Except as otherwise noted, this item is licensed under the Attribution licence | Permitted use of copyrighted works
Funder
Time range from
Time range to
Contact person name
Related publication
Related publication
Grant/project name
Wpływ koordynacji interpersonalnej na efekt ekstrapolacji. Zrozumienie rozprzestrzeniania się skutków naśladownictwa
Files
pdf
The chameleon effect in customer relationship management.pdf(754.39 KB)
Download
Views
Views27
Acquisition Date28.03.2025
Downloads
Downloads32
Acquisition Date28.03.2025
Altmetrics©
Dimensions
Google Scholar
Google Scholar