TITLE

Let Your Workspace Speak for Itself: The Impact of Material Objects on Impression Formation and Service Quality Perception

AUTHOR(S)
Verhoeven, Joost W. M.; Van Rompay, Thomas J. L.; Pruyn, Ad Th. H.
PUB. DATE
January 2007
SOURCE
Advances in Consumer Research;2007, Vol. 34, p669
SOURCE TYPE
Academic Journal
DOC. TYPE
Proceeding
ABSTRACT
Inspired by studies exploring the role of material objects in impression formation, the impact of personal and professional objects on person perception and service quality evaluation were investigated in a healthcare setting. Results showed that material objects affect service quality perceptions through a cognitive route, incorporating office professionalism and perceived competence of the physician, and through an affect-driven route, incorporating attractiveness of the office, agreeableness of the physician and experienced affect. In healthcare services, this affect-driven route seems to be of particular importance.
ACCESSION #
27997975

 

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