We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

Ilias Danatzis, Jana Möller and Christine Mathies

SMR - Journal of Service Management Research, 2020, vol. 4, issue 2-3, 84-99

Abstract: Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Date: 2020
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DOI: 10.15358/2511-8676-2020-2-3-84

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