Physical attractiveness stereotypes and service quality in customer–server encounters

Luoh, Hsiang-Fei; Tsaur, Sheng‐Hshiung

doi:10.1080/02642060902764517

Cited by 79 publications

(82 citation statements)

References 38 publications

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“…Both these studies were conducted in the eld, and attractiveness was rated based on physical appearance during the interaction in a restaurant setting. Similarly, Luoh et al reported that customer's perceptions of service quality were enhanced by attractive service providers compared to those of average appearance [34]. A "Beauty is beastly" e ect was reported in a study which found that physical attractiveness for women was detrimental in employment contexts considered to be masculine (e.g managers, director of security etc) [28].…”

Section: Literature In Hospitality and Marketingmentioning

confidence: 92%

“…A "Beauty is beastly" e ect was reported in a study which found that physical attractiveness for women was detrimental in employment contexts considered to be masculine (e.g managers, director of security etc) [28]. In both studies [28,34], attractiveness was rated based on photographs controlled for background, age, and posture.…”

Section: Literature In Hospitality and Marketingmentioning

confidence: 99%

“…The attractiveness of each participant was assessed using four variables: Physical Attractiveness, Likeable, Dislikeable, and Friendly. The use of both physical and non-physical attractiveness was inspired by its previous use in literature [1,28,34,45,50]. Annotators were asked to answer the questions: "How attractive do you nd this person?"…”

Section: Annotationsmentioning

confidence: 99%

See 2 more Smart Citations

How may I help you? behavior and impressions in hospitality service encounters

Muralidhar

Mast

Gática-Pérez

2017

Proceedings of the 19th ACM International Conference on Multimodal Interaction

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In the service industry, customers often assess quality of service based on the behavior, perceived personality, and other attributes of the front line service employees they interact with. Interpersonal communication during these interactions is key to determine customer satisfaction and perceived service quality. We present a computational framework to automatically infer perceived performance and skill variables of employees interacting with customers in a hotel reception desk setting using nonverbal behavior, studying a dataset of 169 dyadic interactions involving students from a hospitality management school. We also study the connections between impressions of Big-5 personality traits, attractiveness, and performance of receptionists. In regression tasks, our automatic framework achieves R 2 = 0.30 for performance impressions using audio-visual nonverbal cues, compared to 0.35 using personality impressions, while attractiveness impressions had low predictive power. We also study the integration of nonverbal behavior and Big-5 personality impressions towards increasing regression performance (R 2 = 0.37).

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Section: Literature In Hospitality and Marketingmentioning

confidence: 92%

Section: Literature In Hospitality and Marketingmentioning

confidence: 99%

Section: Annotationsmentioning

confidence: 99%

See 1 more Smart Citation

How may I help you? behavior and impressions in hospitality service encounters

Muralidhar

Mast

Gática-Pérez

2017

Proceedings of the 19th ACM International Conference on Multimodal Interaction

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“…The role and impact of stereotyping when male makeup is purchased will be explored. Previous research highlighted that the use of attractive models in the high quality clothing market was discriminative and overgeneralized (Luoh, 2009). Which the stereotypical attractive model being a significant indicator of product quality as a result of the need maintain conforming group members.…”

Section: Stereotypingmentioning

confidence: 99%

“…Previous research has identified that there is the perception that attractive physical appearance is closely associated with high job performance. (Luoh, 2009). Luoh stated that such stereotyping had a negative impact on service expectations of consumers, confusing purchasing decisions.…”

Section: Stereotypingmentioning

confidence: 99%

Uncovering Chinese Stereotypes and Their Influence on Adolescent Male Makeup Purchasing Behavior

Lau¹

2017

jsss

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The consumption of makeup amongst males has not been fully explored by academics nor catered by the marketplace. Therefore, the desires of users are unsatisfied and as their existence are virtually unrecognized. Purchasing is the result of interactions between consumers and their respective societies. This qualitative study aims to reveal male Chinese adolescent makeup purchase behavior by exploring the impact of stereotyping on this emerging segment. Stereotyping contributes to the development of social categorization and can also be an external factor which influence purchasing decisions. The occurrence of makeup being stereotyped as being feminine is a key variable of this study. Findings pinpointed China as being a conservative market with strong traditional values. Not only was China an unfavorable environment in which to develop male makeup as a new life style, but stereotyping was also a strong influencer of social categorization. Even though stereotyping heavily influenced male Chinese adolescent purchasing behavior, it did so in a positive way, guiding adolescents to acknowledge their purchase desires and to explore new values in their conservative society. The lack of research into the male purchasing process was a key inspiration of this study. This study identified possible further research areas for academics and marketeers, especially in terms of male consumer behavior development.

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The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction

Keh

Ren

Hill

et al. 2013

Psychology and Marketing

130

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In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical attractiveness, displayed emotion, or helpfulness), the present research adopts an encompassing approach and considers these attributes simultaneously. These three attributes were selected as they represent the physical, emotional, and motivational aspects of the employee, respectively. This holistic approach provides an understanding of how these three dimensions of employee attributes exert differential effects and interact with one another on customer satisfaction. In order to validate the proposed framework and hypotheses, the authors conducted an experiment as well as a survey in an actual retail setting. Results show that even though all three employee attributes lead to customer satisfaction, employee helpfulness has the strongest impact. In addition, employees' displayed emotion interacts with their physical attractiveness and helpfulness, respectively, to influence customer satisfaction. These findings not only contribute to the literature, but also have managerial implications for high-contact services. C 2013 Wiley Periodicals, Inc.

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Physical attractiveness stereotypes and service quality in customer–server encounters

Cited by 79 publications

References 38 publications

How may I help you? behavior and impressions in hospitality service encounters

How may I help you? behavior and impressions in hospitality service encounters

Uncovering Chinese Stereotypes and Their Influence on Adolescent Male Makeup Purchasing Behavior

The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction

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