Addressing The Customers: The Influence Of Status, Physical Contact, And Age On Customers' Level Of Irritation

Authors

  • Nik Rahimah Nik Yacob Faculty of Business Management, Universiti Kebangsaan Malaysia, Malaysia
  • Mohammad Naim Ahmad Faculty of Business Management, Universiti Kebangsaan Malaysia, Malaysia

DOI:

https://doi.org/10.32890/mmj1995.1.2.2

Abstract

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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References

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Published

01-09-1995

Issue

Vol. 1 No. 2 (1995): Malaysian Management Journal (MMJ) Vol. 1 No. 2 September 1995

Section

Articles

How to Cite

Nik Yacob, N. R., & Ahmad, M. N. (1995). Addressing The Customers: The Influence Of Status, Physical Contact, And Age On Customers’ Level Of Irritation. Malaysian Management Journal, 1(2), 21-30. https://doi.org/10.32890/mmj1995.1.2.2

Research impact

Harvested 2026-09-07
1 citations, from OpenAlex — the highest of the sources checked

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Identifiers DOI 10.32890/mmj1995.1.2.2 OpenAlex W198440619