HIGHLIGHTS
- who: ufeffWojciechufeff ufeffKuleszaufeff from the Swiss Federal Institute for Switzerland Berlin University of the Arts have published the research work: The chameleon effect in customer relationship management: Experiments on the spillover effects of mimicry in natural settings of a chain hotel and a chain grocery shop, in the Journal: (JOURNAL)
- what: The experiment showed that mimicry is not only beneficial (replicating laboratory studies), but even a short period (5 min) of mimicry boosts quality judgments showing the impact of mimicry on service quality evaluations. It is exactly this potential that is the focus of this . . .
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