Publication | Open Access

Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension

Customer ExperienceCustomer SatisfactionInterpersonal CommunicationNegative ImpactService EncounterInteractive MarketingManagementConsumer ResearchService InteractionSocial InfluenceCustomer InvolvementCustomer ParticipationCommunicationArtsHumor DetectionMarketingCustomer Service