The effect of humor in electronic service encounters

Journal of Economic Psychology

Volumn 29, Issue 2, 2008, Pages 160-179

  van Dolen, Willemijn M ^a   de Ruyter, Ko ^b   Streukens, Sandra ^b  

^a UNIVERSITY OF AMSTERDAM   (Netherlands)

^b MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

e service; Humor; Service encounters

Indexed keywords

EID: 40249093046     PISSN: 01674870     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.joep.2007.05.001     Document Type: Article

References (59)

1. Barone M.J., Miniard P., and Romeo J.B. The influence of positive mood on brand extension evaluations. Journal of Consumer Research 26 (2000) 386-400
2. Baym N.K. The performance of humor in computer-mediated communication. Journal of Computer Mediated Communication 1 2 (1995). http://www.ascusc.org/jcmc/vol1/issue2/ http://www.ascusc.org/jcmc/vol1/issue2/
3. Beatty S.E., Mayer M., Coleman J.E., Reynolds K.E., and Lee J. Customer-sales associate retail relationships. Journal of Retailing 72 3 (1996) 223-247
4. Brady M., and Cronin J. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing 65 3 (2001) 34-49
5. Chattopadhyay A., and Basu K. Humor in advertising: The moderating role of prior brand evaluation. Journal of Marketing Research 17 (1990) 466-476
6. Childers T.L., Christopher C.L., Peck J., and Carson S. Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing 77 4 (2001) 511-535
7. Costley C. Sense of humor and advertising: A funny thing happened on the way to the model. Advances in Consumer Research 28 (2002) 12-17
8. Courturier L., Mansfield R., and Gallagher J. Relationships between humor, formal operational ability, and creativity in eighth graders. Journal of Genetic Psychology 39 (1981) 221-226
9. De Cremer D., Den Ouden N., and Stouten J. How positive and worthy I feel: The affective side of procedural fairness. In: Columbus F. (Ed). Psychology of mood (2005), Nova Science, New York
10. Dolen W.v., Lemmink J., Mattsson J., and Rhoen I. Affective consumer responses in service encounters: The emotional content in narratives of critical incidents. Journal of Economic Psychology 22 (2001) 359-376
11. Erevelles S. The role of affect in marketing. Journal of Business Research 42 (1998) 199-215
12. Fugate D. The advertising of services: What is an appropriate role for humor?. Journal of Service Marketing 12 4/5 (1998) 453-473
13. Grembler D.D., and Gwinner K.P. Customer-employee rapport in service relationships. Journal of Service Research 3 1 (2000) 82-104
14. Hui M., Zhao X., Fan X., and Au K. When does the service process matter? A test of two competing theories. Journal of Consumer Research 31 2 (2004) 465-476
15. Isen A. Influence of positive affect on decision making in complex situations: Theoretical issues with practical implications. Journal of Consumer Psychology 11 2 (2001) 75-86
16. Isen A., Daubman K., and Nowicki G. Positive affect facilitates creative problem solving. Journal of Personality and Social Psychology 52 6 (1987) 1122-1131
17. Isen A.M., Nygren T.E., and Ashby F.G. Influence of positive affect on the subjective utility of gains and losses: It's just not worth the risk. Journal of Personality and Social Psychology 55 (1988) 710-717
18. Janda S., Trocchia P.J., and Gwinner K. Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management 13 5 (2002) 412-431
19. Johnson R.A., and Wichern D.W. Applied multivariate statistical analysis (1998), Prentice-Hall, Englewood Cliffs, NJ
20. Johnston R. The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Service Industry Management 6 5 (1995) 53-71
21. Kahn B., and Isen A. The influence of positive affect on variety seeking among safe, enjoyable products. Journal of Consumer Research 20 (1993) 257-275
22. Kaye, K. (1999). Comic relief spikes Peets coffee & tea. http://www.channelseven.com/adinsight/case_studies.
23. Keppel G. Design and analysis: A researcher's handbook (1991), Prentice-Hall, Upper Saddle River, NJ
24. Klein J., Moon Y., and Picard R.W. This computer responds to user frustration: Theory, design, and results. Interacting with Computers 14 (2002) 119-140
25. Kraiger K., Billings R., and Isen A. Influence of positive affective states on task perceptions and satisfaction. Organizational Behavior and Human Decision Processes 44 (1989) 12-25
26. Krehbiel P.J., and Cropanzano R. Procedural justice, outcome favourability and emotion. Social Justice Research 13 4 (2000) 339-360
27. Krishnan H.S., and Chakravarti D. A process analysis of the effects of humorous advertising executions on brand claims memory. Journal of Consumer Psychology 13 3 (2003) 230-246
28. Kwong J., and Leung K. A moderator of the interaction effect of procedural justice and outcome favorability: Importance of the relationship. Organizational Behavior and Human Decision Processes 87 2 (2002) 278-299
29. Lafolette H., and Shanks N. Belief and the basis of humor. American Philosophical Quarterly 30 4 (1993) 329-339
30. Lee A., and Sternthal B. The effects of positive mood on memory. Journal of Consumer Research 26 (1999) 115-127
31. Lervik Olsen L., and Johnson M. Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations. Journal of Service Research 5 (2003) 184-195
32. Lyttle J. The effectiveness of humor in persuasion: The case of business ethics training. The Journal of General Psychology 128 2 (2001) 206-216
33. Maddox R. Two-factor theory and consumer satisfaction: Replication and extension. Journal of Consumer Research 8 1 (1981) 97-102
34. Mano H. Affect and persuasion: The influence of pleasantness and arousal on attitude formation and message elaboration. Psychology and Marketing 14 4 (1998) 315-335
35. Mano H. Emotion and consumption: Perspectives and issues. Motivation and Emotion 28 1 (2004) 107120
36. Mathwick C., Malhotra N., and Rigdon E. Experiential value: Conceptualization, measurement, and application in the catalog and Internet shopping environment. Journal of Retailing 77 1 (2002) 39-56
37. McKeown M. Why they don't buy; make your online customer experience work (2002), Prentice-Hall, London
38. Meuter M., Ostrom L., Roundtree A.L., and Bitner M. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing 64 3 (2000) 50-64
39. Montoya-Weiss M.M., and Grewal D. Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science 31 4 (2003) 458-488
40. Moran C.C., and Massam M.M. Differential influences of coping humor and humor bias on mood. Behavioral Medicine 25 Spring (1999) 36-42
41. Morkes J., Kernal H.K., and Nass C. Effects of humor in task-oriented human-computer interaction and computer-mediated communication: A direct test of SRCT theory. Human-Computer Interaction 14 (1999) 395-435
42. Nelson J.E., Duncan C.P., and Frontczak N.T. The distraction hypothesis and radio advertising. Journal of Marketing 49 4 (1985) 60-71
43. Nielsen/Netratings (2005). eSpending report. http://www.netratings.com/news.jsp.
44. Oliver R. Satisfaction: A behavioral perspective on the consumer (1997), McGraw-Hill, New York
45. Oliver R.L., and Swan J.E. Postpurchase communications by consumers. Journal of Retailing 64 (1989) 517-533
46. Parasuraman A., Zeithaml V., and Berry L. SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing 64 1 (1988) 12-40
47. Reichheld F.F., and Schefter P. E-loyalty: Your secret weapon on the web. Harvard Business Review 78 4 (2000) 105-113
48. Rozell E.J., and Garner III W.L. Cognitive, motivation, and affective processes associated with computer-related performance. Computer in Human Behavior 16 (2000) 199-222
49. Schmidt S.R. Effects of humor on sentence memory. Journal of Experimental Psychology: Learning, Memory, and Cognition 20 4 (1994) 953-967
50. Schwarz N., and Bless B. Happy and mindless, but sad and smart? The impact of affective states on analytic reasoning. In: Forgas J. (Ed). Emotion and social judgment (1991), Pergamon, Oxford, UK 55-71
51. Scott C., Klein D.M., and Bryant J. Consumer response to humor in advertising: A series of field studies using behavioral observation. Journal of Consumer Research 16 (1990) 498-501
52. Smith A., Bolton R., and Wagner J. A model of customer satisfaction with service encounters involving failure and recovery. Journal of marketing research 36 (1999) 356-372
53. Solomon J.C. Humor and aging well: A laughing matter or a matter of laughing?. American Behavioral Scientist 39 3 (1996) 249-271
54. Spotts H.E., Weinberger M.G., and Parsons A.L. Assessing the use and impact of humor on advertising effectiveness: A contingency approach. Journal of Advertising 26 3 (1997) 17-32
55. Szymanski D.M., and Hise R.T. E-satisfaction: An initial examination. Journal of Retailing 76 3 (2000) 309-322
56. Tabachnick B.G., and Fidell L.S. Using multivariate statistics (1996), Harper Collins, New York
57. Weinberger M.G., and Gulas C.S. The impact of humor in advertising: A review. Journal of Advertising 21 4 (1992) 35-59
58. Whisonant, R. (1998). The effects of humor on cognitive learning in a computer-based environment. Unpublished dissertation. Virginia Polytechnic Institute and State University.
59. Zillmann D., Williams B.R., Bryant J., Boynton K.R., and Wolf M.A. Acquisition of information from educational television programs as a function of differently paced humorous inserts. Journal of Educational Psychology 72 (1980) 170-180