期刊论文

Effect and Function of Physical Attractiveness of Service Staff on Consumer-Perceived Service Quality

中文

长沙理工大学学报(社会科学版)

1672-934X

2016

31

2

100-107

10.16573/j.cnki.1672-934x.2016.02.017

国家自然科学基金面上项目（71172001）； 湖南省高校创新平台开放基金项目（20120081）；

本校为第一机构

文章基于人际吸引理论,以餐饮业包厢服务为情景,通过收集274份顾客样本,研究服务人员外表吸引力对顾客服务质量感知的影响机制。实证结果表明,服务人员的外表吸引力对顾客服务质量的感知存在直接正向影响,而顾客对服务人员感知的喜爱度、专业性和可信度发挥了部分中介作用,同时讨论相应的理论与实践意涵。

Based on the theory of interpersonal attraction,274 customer samples were collected from the box of cate-ring industry,the paper examines the influence of physical attractiveness of service staff on the customer-perceived service quality.It turns out that the physical attractiveness of service staff has positive effect on customers-perceived service quality,and customer attitude to the service staff (likability,perceived expertise and perceived trust)plays a partial intermediary role.The relevant research a...