Abstract
This article highlights the importance of an appropriate time slot for single-service interaction. We also examine the non-linear relationship of humor with enjoyable interaction, and this relationship is further moderated by service climate. In study 1 (n = 318), using a 2 × 3 factorial design, the ANCOVA results supported that the frontline employee's humor in the middle of interaction remains more enjoyable for the customers. In study 2, dyadic data from 387 service interactions between the frontline employee and customers show a curvilinear relationship of frontline employees’ humor
with customers’ enjoyable interaction. Our study results demonstrate that service climate moderated the curvilinear relationship of frontline employees’ humor with customers’ enjoyable interaction. Theoretical and practical implications were discussed based on our study findings.