Christian Alexander Hildebrand

Humor research in organizations focuses on leaders’ humor, but we know far less about followers’ humor. Here, we review and synthesize the scattered work on this “upward humor,” offering a novel framing of it as a strategy for followers to deal with hierarchies. We propose a continuum of upward humor from stabilizing (i.e., a friend who uses upward humor to reinforce hierarchies, make hierarchies more bearable or stable) to destabilizing (i.e., a fiend who uses upward humor to question or reshape existing hierarchies) depending on perceived intent (i.e., from benevolent to malicious, respectively) and outline key factors that shape these interpretations. We close with novel questions and methods for future research such as power plays, multi-modal data, and human-robot interactions.

Voice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable behavioral firm outcomes (i.e., contract renewal, conversion rates, and consumer sentiment). Moreover, we also provide evidence for two important boundary conditions that reduce such flow-like user experiences in voice-based interfaces (i.e., semantic disfluency and the amount of conversational turns). The findings of this research highlight how fundamental theories of human communication can be harnessed to create more experiential service experiences with positive downstream consequences for consumers and firms. These findings have important practical implications for firms that aim at leveraging the potential of voice-based interfaces to improve consumers' service experiences and the theory-driven ''conversational design'' of voice-based interfaces.