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Conference Paper: An empirical investigation of how interpersonal similarity influences customers' crowding perceptions in services contexts
Title | An empirical investigation of how interpersonal similarity influences customers' crowding perceptions in services contexts |
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Authors | |
Issue Date | 2015 |
Citation | The 44th Annual Conference of the European Marketing Academy (EMAC 2015), Leuven, Belgium, 24-27 May 2015. How to Cite? |
Abstract | Crowding is a common phenomenon in services and is detrimental to customer experience. How to alleviate the perceptions of crowding, particularly when the physical service environment cannot be improved, represents a challenge for practitioners. Drawing from the social impact theory, we investigate how customers’ crowding perceptions in a high customer density environment can be mitigated by interpersonal similarity through a decreased perception of transgression of comfortable interpersonal distance. We further show that interpersonal similarity contributes to alleviate crowding perceptions only when the interpersonal similarity is positive or desired by the customer and when the similarity is perceived to be important. |
Description | Conference Theme: Collaboration in Research |
Persistent Identifier | http://hdl.handle.net/10722/217753 |
DC Field | Value | Language |
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dc.contributor.author | Zou, W | - |
dc.contributor.author | Yim, BCK | - |
dc.contributor.author | Wan, WE | - |
dc.date.accessioned | 2015-09-18T06:12:12Z | - |
dc.date.available | 2015-09-18T06:12:12Z | - |
dc.date.issued | 2015 | - |
dc.identifier.citation | The 44th Annual Conference of the European Marketing Academy (EMAC 2015), Leuven, Belgium, 24-27 May 2015. | - |
dc.identifier.uri | http://hdl.handle.net/10722/217753 | - |
dc.description | Conference Theme: Collaboration in Research | - |
dc.description.abstract | Crowding is a common phenomenon in services and is detrimental to customer experience. How to alleviate the perceptions of crowding, particularly when the physical service environment cannot be improved, represents a challenge for practitioners. Drawing from the social impact theory, we investigate how customers’ crowding perceptions in a high customer density environment can be mitigated by interpersonal similarity through a decreased perception of transgression of comfortable interpersonal distance. We further show that interpersonal similarity contributes to alleviate crowding perceptions only when the interpersonal similarity is positive or desired by the customer and when the similarity is perceived to be important. | - |
dc.language | eng | - |
dc.relation.ispartof | Annual Conference of the European Marketing Academy, EMAC 2015 | - |
dc.title | An empirical investigation of how interpersonal similarity influences customers' crowding perceptions in services contexts | - |
dc.type | Conference_Paper | - |
dc.identifier.email | Yim, BCK: yim@business.hku.hk | - |
dc.identifier.email | Wan, WE: ewan@business.hku.hk | - |
dc.identifier.authority | Yim, BCK=rp01122 | - |
dc.identifier.authority | Wan, WE=rp01105 | - |
dc.identifier.hkuros | 245639 | - |
dc.identifier.hkuros | 251484 | - |