The effects of appropriateness of service contact personnel dress on customer expectations of service quality and purchase intention

Shao, Chris; Baker, Julie; Wagner, Judy A.

doi:10.1016/s0148-2963(02)00326-0

Cited by 183 publications

(160 citation statements)

References 46 publications

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“…Within the offline service context, product involvement is posited to moderate the effects of product stimuli on consumers' service expectations; the basis for service quality judgements (Oliver and Bearden, 1983;Wirtz, 2003;Shao et al, 2004). Drawing on attitude accessibility and stability theories, Suh and Yi (2006) investigate the moderating role of product involvement in the customer satisfaction-loyalty dyad.…”

Section: Product Involvement In Online Service Consumption Contextsmentioning

confidence: 99%

“…Both the shoppers' involvement with the online medium and their involvement with the product purchased may influence their evaluations of the online retailing service (Eroglu et al, 2003;McCollKennedy and Fetter, 2001;Koufaris et al, 2001). For instance, involvement with the product moderates the effects of stimuli on service expectations that form basis for service quality judgements in offline situations (Oliver and Bearden, 1983;Wirtz, 2003;Shao et al, 2004).…”

Section: Introductionmentioning

confidence: 99%

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The role of product involvement in e-service evaluations

Wang

Gudergan

Lings

2008

IJEMR

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This paper provides conceptual and empirical insights into consumers' evaluations of online services and their consequent behavioural intentions. We show that behavioural intentions in online contexts are driven primarily by two factors, namely online service satisfaction and perceived service quality. Perceived sacrifice and service quality are found to have an indirect effect on online service satisfaction through their influences on perceived value associated with the online service. In addition, we examine the moderating effects of product involvement and discuss the implications of our research findings.

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Section: Product Involvement In Online Service Consumption Contextsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The role of product involvement in e-service evaluations

Wang

Gudergan

Lings

2008

IJEMR

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“…Considerando a importância da aparência dos funcionários na percepção da qualidade do serviço pelo cliente, indicada nas pesquisas de alguns autores (SHAO et al, 2004;VERHOEVEN et al, 2009;BARBOSA;BRITO;BIZARRIA, 2016) Os dois bancos contam com posições distintas, porém, quanto à aceitação de tatuagens visíveis em funcionários de bancos e a influência dessas na imagem do funcionário e do banco. As Tabelas 6 (Banco Alfa) e 7 (Banco Beta) indicam a opinião dos respondentes dos questionários a respeito da aceitação ou não de tatuagens nas funções atendentes, caixas e gerentes.…”

Section: Funcionários E Tatuagens Visíveis Nos Bancos Investigadosunclassified

A INFLUÊNCIA DE TATUAGENS NO PROCESSO SELETIVO: um estudo em bancos privados na cidade de Maringá

Silva

Augusto

2017

Cad ADM

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RESUMOApesar de tatuagens estarem presentes nos corpos dos humanos desde tempos remotos, tornando-se uma tendência visual cada vez mais costumeira. Essa prática ainda se depara com relutância quanto a sua aceitação em algumas organizações. Com este estudo, buscou-se compreender a influência de tatuagens visíveis no processo seletivo de candidatos recrutados para cargos em bancos privados da cidade de Maringá-PR. Para tanto, foram escolhidas duas agências de caráter privado na cidade para servir de objetos de estudo. Nessas, foram realizadas entrevistas com os responsáveis pela contratação, com a finalidade de se obter informações mais precisas acerca da influência de tatuagens visíveis no processo seletivo. Também foram aplicados questionários aos funcionários, visando colher informações e opiniões sobre tatuagens visíveis no ambiente bancário. Os resultados da pesquisa mostraram que as tatuagens são aceitas em sua maioria pelos funcionários das agências bancárias, mas que eles temem por reações negativas que elas possam criar nos clientes. Conclui-se que as tatuagens visíveis não apresentam influências diretas na contratação de novos funcionários, mas exercem influência indireta ao preocupar os gerentes quanto à possível reação dos clientes perante funcionários tatuados. Palavras-chave: Tatuagens. Recrutamento. Seleção. Bancos. ABSTRACTThe present study tries to comprehend the influence that visible tattoos have on the hiring process inside private bank agencies from Maringá, Brazil. For such, two private bank agencies were chosen to serve as study objects. On those, interviews with the hiring managers were conducted to gather information about how visible tattoos are perceived on their respective bank agencies. All the other employees were given a questionnaire to gather more personal thoughts about the matter. Results showed that visible tattoos are acceptable among the most of the employees, although there was a unanimous fear about how the costumers

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“…Within service organizations, for customers and employees uniforms are an essential part of many service expectations [14,15]. However, those that wear them might experience uniforms differently; hence this research was aimed to identify service encounter implications from the frontline staff perspective in the hotel industry in two different business travel and tourism environments.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Employee Uniforms on Job Satisfaction in the Hospitality Industry

Karch¹,

Peters²

2017

J Hotel Bus Manage

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Uniforms play a major role during any service encounter and can impact stakeholder experience. The authors review current literature in the field of uniform provision in the hotel industry and present a comparative study from two different cultural settings: Hong Kong SAR, China and Tyrol, Austria. The research gathered quantitative data from those that wear business attire or uniforms and are engaged in the provision of services and or products alike. The data presents six factors, which describe uniform wear influences on customer contact employees. The overall result shows, that in the three highest scores, contact staff considered their job pleasant; uniforms communicate to others that one belongs to the organization, and they were very satisfied with their current job. On the other spectrum, the lowest scores were collected for wearing a uniform towards improving the job satisfaction, and the lack of involved in uniform design process.

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The effects of appropriateness of service contact personnel dress on customer expectations of service quality and purchase intention

Cited by 183 publications

References 46 publications

The role of product involvement in e-service evaluations

The role of product involvement in e-service evaluations

A INFLUÊNCIA DE TATUAGENS NO PROCESSO SELETIVO: um estudo em bancos privados na cidade de Maringá

The Impact of Employee Uniforms on Job Satisfaction in the Hospitality Industry

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