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

Pengarang

  • 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

Abstrak

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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Muat turun data belum tersedia.

Rujukan

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Muat turun

Diterbitkan

1995-09-01

Terbitan

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

Bahagian

Articles

Cara Memetik

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

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##plugins.generic.citations.panel.identifiers## DOI 10.32890/mmj1995.1.2.2 OpenAlex W198440619