کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1029476 | 942629 | 2009 | 11 صفحه PDF | دانلود رایگان |
This study assesses if the service worker's physical attractiveness has an impact on customer satisfaction in the moment of truth. An experimental approach, involving two different service settings (visiting a bookstore and traveling with an airline), was used to manipulate the level of the service worker's physical attractiveness. The results, for both experiments, show that a high level as opposed to a low level of physical attractiveness of the service worker produced a higher level of customer satisfaction. In addition, the results indicate that exposure to an attractive service worker set in motion a process in which an attractiveness appraisal affected the attitude toward the service worker, which in turn had a positive impact on customer satisfaction.
Journal: Journal of Retailing and Consumer Services - Volume 16, Issue 3, May 2009, Pages 216–226