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Services Marketing Quarterly Volume 32, 2011 - Issue 3
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Original Articles

The Effects of a Service Provider's Messy Appearance on Customer Reactions

Iris Vilnai-Yavetz Department of Business Administration, Ruppin Academic Center, Emek Hefer, IsraelCorrespondence[email protected]
&
Anat Rafaeli Faculty of Industrial Engineering and Management, Technion Institute of Technology, Haifa, Israel
Pages 161-180 | Published online: 24 Jun 2011

Citations (11)

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Read on this site (2)

Serkan Uzunogullari & Alyssa Eve Brown. (2021) Negotiable bodies: employer perceptions of visible body modifications. Current Issues in Tourism 24:10, pages 1451-1464.
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Iris Vilnai-Yavetz & Ran Koren. (2013) Cutting through the clutter: purchase intentions as a function of packaging instrumentality, aesthetics, and symbolism. The International Review of Retail, Distribution and Consumer Research 23:4, pages 394-417.
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Articles from other publishers (9)

Yingzi Xu & I-Ling Ling. (2023) Effects of face masks and photo tags on nonverbal communication in service encounters. Journal of Retailing and Consumer Services 73, pages 103322.
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Marco Pichierri & Luca Petruzzellis. (2022) The effects of companies’ face mask usage on consumers’ reactions in the service marketplace. Journal of Services Marketing 36:4, pages 530-549.
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Yaoqi Li, Chun Zhang & Shujie Fang. (2022) Can beauty save service failures? The role of recovery employees’ physical attractiveness in the tourism industry. Journal of Business Research 141, pages 100-110.
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Dwane H. Dean. (2020) Physical appearance stereotypes for service occupations. Journal of Consumer Marketing 38:1, pages 39-46.
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Paola Cillo, Joseph C. Nunes, Emanuela Prandelli & Irene Scopelliti. 2020. Aesthetics and Style in Strategy. Aesthetics and Style in Strategy 155 181 .
Martijn C. Vos & Mark van Hagen. (2019) Objective and subjective predictors of perceived cleanliness in train stations. Transportation Research Procedia 42, pages 109-117.
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Martin Mende, Maura L. Scott & Lisa E. Bolton. (2018) All That Glitters Is Not Gold. Journal of Service Research 21:4, pages 405-420.
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Sigal Tifferet & Iris Vilnai-Yavetz. (2016) Phytophilia and Service Atmospherics: The Effect of Indoor Plants on Consumers. Environment and Behavior 49:7, pages 814-844.
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Katherine Karl, Joy Van Eck Peluchette & Leda McIntyre Hall. (2016) Employee beliefs regarding the impact of unconventional appearance on customers in Mexico and Turkey. Employee Relations 38:2, pages 163-181.
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