Do humorous frontline employees improve customer service?

In this study, researchers looked at how frontline hotel employees using humor might improve customer satisfaction.

The research article investigates the impact of employee sense of humor on service performance in the hospitality industry, specifically focusing on frontline employees in hotels. It suggests that employee sense of humor can enhance service performance by improving the fit between an employee’s characteristics and the requirements of their job (person-service job fit). This fit is further strengthened when employees frequently interact with customers, which is a common scenario in hospitality settings.

Key findings from the study include:

1. Employee sense of humor positively impacts service performance by making interactions with customers more engaging and effective, leading to better customer satisfaction.
2. The relationship between sense of humor and service performance is mediated by person-service job fit. Employees with a good sense of humor are likely to find a better fit in service roles, which in turn enhances their performance.
3. Customer contact frequency plays a moderating role. The positive effects of humor on job fit and performance are more pronounced when employees frequently interact with customers.

Overall, the study underscores the importance of humor as a beneficial trait in service-oriented roles within the hospitality industry, influencing both the employee’s adaptability to their role and their effectiveness in customer interactions.