{"title":"How, when, and why do stores’ humor climates affect retail customer purchase?","authors":"Michel Tremblay","doi":"10.1080/10696679.2022.2080712","DOIUrl":null,"url":null,"abstract":"ABSTRACT This study examines the influence of affiliative and aggressive humor climate levels and variability of humor climates on customer purchase, and the mediating effect of customer perceptions of service quality on such relationships. Sixty-seven store managers assessed 615 employees’ use of humor, while 3533 customers were surveyed to assess the quality of service received and their purchase behavior. Results show that a high affiliative humor climate was associated with a decrease in customer perceptions of service quality when variability in this humor usage was low in stores. Furthermore, high usage of aggressive humor was associated with a decrease in customer purchase.","PeriodicalId":16424,"journal":{"name":"Journal of Marketing Theory and Practice","volume":"31 1","pages":"434 - 449"},"PeriodicalIF":4.4000,"publicationDate":"2022-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Marketing Theory and Practice","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/10696679.2022.2080712","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
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Abstract
ABSTRACT This study examines the influence of affiliative and aggressive humor climate levels and variability of humor climates on customer purchase, and the mediating effect of customer perceptions of service quality on such relationships. Sixty-seven store managers assessed 615 employees’ use of humor, while 3533 customers were surveyed to assess the quality of service received and their purchase behavior. Results show that a high affiliative humor climate was associated with a decrease in customer perceptions of service quality when variability in this humor usage was low in stores. Furthermore, high usage of aggressive humor was associated with a decrease in customer purchase.
期刊介绍：
The Journal of Marketing Theory & Practice is devoted to the publication of peer-reviewed articles addressing substantive, managerial issues in marketing. In the context of developing, enhancing, and disseminating marketing knowledge, JMTP publishes both conceptual and empirical work, so long as the work provides strong implications for the managerial practice of marketing. Unlike other marketing journals that may be more focused on specific methodological approaches, deal with theoretical issues without regard to application, or represent various subfields of marketing, JMTP is positioned as a general marketing journal affording a quality outlet for more managerially-oriented research across the scope of the field.
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