Asia Pacific Journal of Marketing and Logistics· 2026Q1
Unleashing the power of a smile: the impact of customer humor on employees' proactive customer service performance
- 0citations
- Q1SCImago
- 2026year
Short summary
Customer humor enhances employees' proactive customer service performance (PCSP), with this effect mediated by improved customer-employee exchange (CEX) relationships. Higher employee extraversion further strengthens this positive impact.
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Social PsychologyPsychology