Suchergebnisse

Nonconscious mimicry is a salient behaviour in many social interactions, such as the imitation of accent over the phone or the tendency to return a smile from another smiling person. However, existing research has yet to consider the importance of individuals' social intentions when entering into a social interaction in a customer service setting. This paper extends current managerial leadership theory into the novel setting of nonconscious mimicry to explain the critical role of social intentions in relationship building in customer service encounters. This research consists of a 3 × 2 between-subjects factorial design to evaluate the hypothesised relationships between nonconscious mimicry, social intentions, and product choice behaviour. The findings indicate that social intentions play a critical role influencing the relationship between nonconscious mimicry and product consumption, purchase intentions, and product liking in service encounters. Further, it is suggested that individuals identified as task-oriented should not be behaviourally imitated, as this will not positively increase product liking, purchase intentions, or product consumption. Instead, consumers should be primed to be relationship-oriented prior to nonconscious mimicry.