An analysis of customer service quality to college students as influenced by customer appearance through dress during the in-store shopping process

Sales associate's appearance: Links to consumers’ emotions, store image, and purchases

“…Kim and Lennon (2005) showed that when customers dressed well (e.g., attractive, fashionable) both the promptness of service and the friendliness of salespeople were significantly enhanced. Paulins (2005) also found that when customers dressed down or looked unkempt, they perceived poor customer service from retail sales associates.…”

The Impact of Product Quality on Perceived Value, Trust and Students’ Intention to Purchase Electronic Gadgets

“…In today's highly competitive marketplace buyers heavily rely upon product cues such as price, and brand image in order to deduce the quality of products they purchase (Paulins, & Ann 2005;Oxoby & Finnigan, 2007). The marketing literature assert that these cues are observable product or service characteristics that allow buyers to make inferences about unobservable attributes of products such as product durability or service quality, which guide buyers to determine the perceived product quality (Iyengar & Lepper, 2000;Schwartz, 2000;Roest & Rindfleisch 2010).…”

A Study of the Perceived Service Quality and its Dimensions in Private Sector Banks

“…Research suggests that demographics do have an effect on some service quality dimensions such as the reliability dimension (Paulins, 2005) According to Ogden & Ogden (2005) the most important demographic information is 'marital status' because it shows if customers are buying for themselves, for a spouse, or a family with children. Education level is an important demographic information because as customers `become more educated they demand different products and different levels of service (Kent & Omar, 2003).…”