Wojciech Kulesza , Dariusz Dolinski , Mariola Kosim , Tomasz Grzyb , Paweł Muniak , Dariusz Jemielniak
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引用次数: 2
Abstract
Background
In an experiment conducted in a natural setting, we test the link between mimicry, the amount of time during which the mimicry behavior takes place, and its impact on service quality.
Methods
Cable TV clients (n = 120) were randomly assigned to six experimental conditions (2 mimicry conditions: verbal mimicry vs. no mimicry x 3 interaction time: 5 vs. 10 vs. 15 minutes). Perceived service quality served as the dependent measurement.
Results
A main effect of mimicry was found on service quality: a cable TV representative was perceived more favorably when he mimicked the customer. Importantly, it was shown that even small portions of mimicry are beneficial, meaning that practitioners do not have to mimic someone for a long time to achieve benefits.
Conclusion
The paper shows new benefits for the mimicker: more positive judgments by the mimickee regarding the impact on several different levels of service quality.
期刊介绍：
The aim of the Revue européenne de Psychologie appliquée / European Review of Applied Psychology is to promote high-quality applications of psychology to all areas of specialization, and to foster exchange among researchers and professionals. Its policy is to attract a wide range of contributions, including empirical research, overviews of target issues, case studies, descriptions of instruments for research and diagnosis, and theoretical work related to applied psychology. In all cases, authors will refer to published and verificable facts, whether established in the study being reported or in earlier publications.
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