变色龙效应、模仿的时间方面及其对服务测量的影响

IF 1.3 4区心理学 Q3 PSYCHOLOGY, APPLIED European Review of Applied Psychology-Revue Europeenne De Psychologie Appliquee Pub Date : 2022-07-01 DOI:10.1016/j.erap.2022.100767

Wojciech Kulesza , Dariusz Dolinski , Mariola Kosim , Tomasz Grzyb , Paweł Muniak , Dariusz Jemielniak

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引用次数: 2

摘要

在自然环境中进行的一项实验中，我们测试了模仿、模仿行为发生的时间量及其对服务质量的影响之间的联系。方法120名电视客户随机分为6个实验条件(2个模仿条件:言语模仿与不模仿x 3个互动时间:5分钟、10分钟和15分钟)。感知服务质量作为依赖测量。结果发现模仿对服务质量有主要影响:当有线电视代表模仿顾客时，顾客会更喜欢他。重要的是，研究表明，即使是很小一部分的模仿也是有益的，这意味着从业者不必长时间模仿别人来获得好处。结论本文显示了模仿者的新好处:模仿者对几个不同水平的服务质量的影响做出了更积极的判断。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The chameleon effect, the temporal aspects of mimicry and their impact on service measurement

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.

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来源期刊

European Review of Applied Psychology-Revue Europeenne De Psychologie Appliquee PSYCHOLOGY, APPLIED-

CiteScore

2.20

自引率

20.00%

发文量

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.