Flirting in service encounters: does the server’s sex matter?

Abstract

Purpose

Scholars have acknowledged gender-role ideology as a central factor in flirting style. This study aims to exam the combined effect of flirting type and flirter's sex on positive and adverse customer reactions.

Design/methodology/approach

In Study 1, participants (N = 555) were divided into four scenario conditions in a 2 × 2 between-subjects experimental design: server sex (male vs female) and flirting type (authentic vs fake). Study 1 scenarios explored positive customer outcomes (i.e. loyalty and tip size). Study 2 applied the same research design, presenting participants (N = 404) scenarios relating to negative outcomes (i.e. anger and sense of threat).

Findings

The findings revealed that the flirter’s sex significantly moderated the relationship between flirting type and customers’ (the targets’) reactions.

Originality/value

This research offers three primary contributions. First, it elaborates on the dynamics of flirting in service settings (i.e. face-to-face interactions between the service provider and customer). Second, as the effects of flirting on its targets have been reported as equivocal (perceived as pleasing and flattering or, in contrast, annoying, deceptive and misleading), this study explores its positive and negative customer-related outcomes. Third, the study seeks to better understand the impact of a flirting service employee’s sex on customers’ outcomes.

Citation

Seger-Guttmann, T. and Medler-Liraz, H. (2023), "Flirting in service encounters: does the server’s sex matter?", Journal of Services Marketing, Vol. 37 No. 5, pp. 549-562. https://doi.org/10.1108/JSM-06-2022-0203