Visual Antecedents of Patronage: Personal and Professional Items in the Servicescape

Dean, Dwane H.

doi:10.1080/15332969.2014.856744

Cited by 7 publications

(3 citation statements)

References 13 publications

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“…Servicescape has been shown to be an effective signal of hidden or undiscernible qualities of the service offered, likely outcomes, and a reducer of information asymmetry (Spence, 1974). Elements of the servicescape have also been found to have an impact on the likeability and perceived competence of the service provider, anticipated satisfaction, and patronage intent (Dean, 2014). According to Baker (1986), the service provider's appearance and behavior are components of the social servicescape and may serve as signals of quality.…”

Section: Information Searchmentioning

confidence: 99%

Impact of consumer perceptions of industry corruption on the choice to engage a financial advisor

Winchester,

Leak,

McCoy

2022

FSR

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Consumer perceptions of industry corruption influences with whom and how they are willing to engage. This study explores the intersection of financial advisors’ gender and consumers’ industry corruption perceptions on the likelihood of using a female advisor as females are perceived as more trustworthy and less prone to corruption than their male counterparts. Analyses reveal individuals prefer female advisors when corruption is low, but these preferences wane as corruption perceptions heighten. This suggests the interpersonal characteristics of females being more trustworthy and ethi- cal do not carry as much weight for consumers when they perceive the industry as corrupt.

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Section: Information Searchmentioning

confidence: 99%

Impact of consumer perceptions of industry corruption on the choice to engage a financial advisor

Winchester,

Leak,

McCoy

2022

FSR

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“…Specifically, physical evidence influences positive emotions, such as pleasure (Ellen and Zhang, 2014;Prajitmutita et al, 2016), arousal (Ellen and Zhang, 2014), store love (Koo and Kim, 2013), satisfaction (Kearney et al, 2013) and behavioral intentions (Ellen and Zhang, 2014;Durna et al, 2015;Chang, 2016). Dean (2014) found that a professional office with physical evidence (e.g. certificates and publications on the wall) results in the higher perceived competency of the service provider.…”

Section: Initial Trustmentioning

confidence: 99%

The art of building initial trust in medical services

Terres

Basso

2018

IJPHM

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Purpose The purpose of this study is to investigate the antecedents of the patient’s initial trust in the doctor. In this sense, it is proposed that trust in the hospital plays a mediating role in the relationship between the physical evidence in the service environment and the patient’s initial trust in the doctor. Design/methodology/approach Two experimental studies with factorial between-subjects design with random assignment were used. The data were analyzed through an analysis of variance. Findings The results show that design and social factors affect the patient’s initial trust in the doctor through his trust in the hospital. The results also showed that reputation and recommendation affect the initial trust. Originality/value This is the first study to consider antecedents of patient’s initial trust in the doctor. Most of the studies about trust focuses on investigating trust in situations where there is a prior relationship; however, this study arises some evidences that trust starts to be constructing even before the patient properly meets the doctor. These findings are valuable because they highlight the importance of physical evidences, reputation and positive word-of-mouth for building initial trust.

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“…Companies use service environment designs as cues to build positive sensory impressions in consumers in the hopes of improving customer experience and outcomes (Berry, Seiders, & Grewal, ; Bitner, ; Chang, ; Dean, ; DiPietro & Campbell, ; Durna, Dedeoglu, & Balikçioglu, ; Kotler, ; Sweeney et al, ; Walsh, Shiu, Hassan, Michaelidou, & Beatty, ). Service providers using sophisticated designs are known for creating incredible customer experiences and building an emotional connection with consumers to improve loyalty.…”

Section: Introductionmentioning

confidence: 99%