IDEAS home Printed from https://ideas.repec.org/a/sae/entthe/v3y1978i1p18-24.html
   My bibliography  Save this article

Manager Effect on Customer Behavior: An Unobtrusive Assessment

Author

Listed:
  • William W. Banks
  • George Coan Jr.
  • David Gertman

Abstract

The present study sought to determine the effect of personalizing customers’ experience in a service organization by having a senior management staff member greet customers in a “warm, friendly manner.†It was hypothesized that manager behavior would significantly influence customer spending and retention time. Male customers were randomly chosen from the client population of a service organization and randomly assigned to either a control or experimental condition. Experimental group members had the opportunity to interact socially with management, whereas the control group did not. The total amount of time and money spent by customers was recorded in an unobtrusive fashion. Statistical analyses revealed that a significant difference existed between the behavior of the two groups of customers.

Suggested Citation

  • William W. Banks & George Coan Jr. & David Gertman, 1978. "Manager Effect on Customer Behavior: An Unobtrusive Assessment," Entrepreneurship Theory and Practice, , vol. 3(1), pages 18-24, July.
    • Handle: RePEc:sae:entthe:v:3:y:1978:i:1:p:18-24
    DOI: 10.1177/104225877800300103
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/104225877800300103
    Download Restriction: no
    File URL: https://libkey.io/10.1177/104225877800300103?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:entthe:v:3:y:1978:i:1:p:18-24. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.