Mathies, Christine; Chiew, Tung Moi; Kleinaltenkamp, Michael - In: Journal of Service Theory and Practice 26 (2016) 2, pp. 137-162
Purpose – While researchers in other disciplines seek to determine the impact that humour has in personal interactions, studies of humour in service delivery are lacking. The purpose of this paper is to examine whether it is beneficial to deliberately use humour in service encounters....