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

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...

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Main Authors: Nik Yacob, Nik Rahimah, Ahmad, Mohammad Naim
Format: Article
Language:English
Published: Universiti Utara Malaysia 1995
Subjects:
HF Commerce
Online Access:http://repo.uum.edu.my/883/1/Nik_Rahimah_Nik_Yacob.pdf
http://repo.uum.edu.my/883/
http://mmj.uum.edu.my
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spelling my.uum.repo.8832015-06-28T02:36:12Z http://repo.uum.edu.my/883/ Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation Nik Yacob, Nik Rahimah Ahmad, Mohammad Naim HF Commerce 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. Universiti Utara Malaysia 1995 Article PeerReviewed application/pdf en http://repo.uum.edu.my/883/1/Nik_Rahimah_Nik_Yacob.pdf 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 http://mmj.uum.edu.my
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HF Commerce
spellingShingle HF Commerce
Nik Yacob, Nik Rahimah
Ahmad, Mohammad Naim
Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
description 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.
format Article
author Nik Yacob, Nik Rahimah
Ahmad, Mohammad Naim
author_facet Nik Yacob, Nik Rahimah
Ahmad, Mohammad Naim
author_sort Nik Yacob, Nik Rahimah
title Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
title_short Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
title_full Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
title_fullStr Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
title_full_unstemmed Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
title_sort addressing the customers: the influence of status, physical contact, and age on customers' level of irritation
publisher Universiti Utara Malaysia
publishDate 1995
url http://repo.uum.edu.my/883/1/Nik_Rahimah_Nik_Yacob.pdf
http://repo.uum.edu.my/883/
http://mmj.uum.edu.my
_version_ 1644277879865868288
score 13.211869

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