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Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation


Nik Yacob, Nik Rahimah and Ahmad, Mohammad Naim (1995) Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation. Malaysian Management Journal, 1 (2). pp. 21-30. ISSN 0128-6226

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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.

Item Type: Article
Subjects: H Social Sciences > HF Commerce
Divisions: UNSPECIFIED
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 03 Oct 2010 02:17
Last Modified: 28 Jun 2015 02:36
URI: http://repo.uum.edu.my/id/eprint/883

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