When Asking “What” and “How” Helps You Win: Mimicry of Interrogative Terms Facilitates Successful Online Negotiations

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

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.

When Groups of Different Sizes Collide: Effects of Targeted Verbal Aggression on Intragroup Functioning

When competing for scarce resources, groups can behave aggressively toward one another. Realistic conflict theory suggests that intergroup hostility internally ties groups together, thus improving intragroup functioning. In contrast, conflict spillover theory suggests that aggressive behaviors between groups can permeate to the intragroup level and thus worsen intragroup functioning. We reconcile these two opposite perspectives by introducing the relative group size as a moderator that determines when and how targeted verbal aggression from one group harms or improves intragroup functioning in the targeted group. We tested our hypotheses using a sample of in-situ observations of transcribed plenary discussions in the German national parliament and compared intergroup targeted verbal aggression by distinguishing targeted verbal aggression from two social groups (i.e., a new populist smaller party vs. a larger group of veteran parliament members). We measured targeted verbal aggression as a form of hostile intergroup behavior from each social group using computerized text analyses. We analyzed intragroup functioning using a measure of verbal mimicry. Our results show support for our hypotheses. We discuss theoretical and practical implications for the verbal aggression and intergroup relations literature.