The chameleon effect, the temporal aspects of mimicry and their impact on service measurement

Kulesza, Wojciech; Doliński, Dariusz; Kosim, Mariola; Grzyb, Tomasz; Muniak, Paweł; Jemielniak, Dariusz

doi:10.1016/j.erap.2022.100767

Cited by 2 publications

(3 citation statements)

References 47 publications

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“…Firstly, the temporal aspects of mimicry have recently been reported, answering the question of how long one should mimic to be granted benefits. It was shown that mimicry is beneficial even after a short period (5 minutes; and that mimicry outcomes were the highest when mimicry was applied twice (at the beginning and at the end of an interaction; [ 71 , 72 ]).…”

Section: Discussionmentioning

confidence: 99%

Mimicry and law: Experiments in a natural setting of a law company

Kulesza,

Muniak,

Dolinski

et al. 2023

PLoS ONE

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This paper joins an effort to build a relational approach to law practice by testing mimicry as a vehicle for building trust in a legal context. Mimicry research indicates that this phenomenon leads to benefits, like greater trust, willingness to help, and satisfaction from interactions, which shows a potential for practical applications in, for example, a legal context. In two experiments conducted in the natural setting of a legal company, the tendency to trust the mimicker on a yet unresearched and deep level, namely putting one’s legal future and security in the hands of an attorney, was measured. Both experiments consistently showed a greater tendency to give legal representation to an attorney when she verbally (Experiment #1) as well as both verbally and nonverbally (Experiment #2) mimicked the client. This paper explores the potential of applying mimicry in a legal service environment, focusing on fostering cooperation in professional conversations. Furthermore, the study contributes to the existing literature on mimicry by examining its effect on trust. Possible dangers, future studies and limitations are also discussed.

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Section: Discussionmentioning

confidence: 99%

Mimicry and law: Experiments in a natural setting of a law company

Kulesza,

Muniak,

Dolinski

et al. 2023

PLoS ONE

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“…In a recent study, the temporal aspects of mimicry and outcomes stemming from it were researched ( Kulesza et al, 2022b ). In this study, customers of a cable TV company were mimicked (or not) by a technician during installation of cable hardware.…”

Section: Introductionmentioning

confidence: 99%

“…Mimicry in both laboratory and natural settings creates trust ( Maddux et al, 2008 ; Swaab et al, 2011 ) and rapport ( Muir et al, 2020 ), it also influences purchasing decisions ( Tanner et al, 2008 ; Jacob et al, 2011 ; Stel et al, 2011a ; Kulesza et al, 2014b , 2017 , 2019 , 2022b ; Christie and Chen, 2018 ) by eliciting susceptibility to the persuasiveness of the mimicker ( Van Swol, 2003 ; Drury and Van Swol, 2005 ). On this grounds, it may be assumed that research on mimicry and its spillover potential has focused mainly on products, and only partially considered the crucial aspect of spreading the benefits of mimicry to the entire company/organization.…”

Section: Introductionmentioning

confidence: 99%

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

et al. 2023

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Numerous experiments have proven that mimicry is highly beneficial (mainly to the mimicker but also to the mimickee). Some studies have shown initial data suggesting the potential of applying this knowledge to business settings. In the present paper we unpack this issue in two ways. First, by presenting potential benefits stemming from mimicry for the mimicking dyad, and second for the business environment represented by the mimicker. Two consecutive studies: a Pretest and a Main Experiment run in natural settings showed great potential in improving the assessments of quality of service provided by verbally mimicking (or not). The results of both studies showed that mimicry offers benefits for the mimicker (increased employee kindness and employee evaluation), and also spillover to the organization/company represented by the mimicking employee (increased opinion of and willingness to return to the shop/hotel). Future research directions and limitations are discussed.

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The chameleon effect, the temporal aspects of mimicry and their impact on service measurement

Cited by 2 publications

References 47 publications

Mimicry and law: Experiments in a natural setting of a law company

Mimicry and law: Experiments in a natural setting of a law company

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

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