| 服务人员外表吸引力对顾客感知服务质量的影响及作用机制 |
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| 引用本文： | 黎建新,唐婧媚,何昊,刘洪深. 服务人员外表吸引力对顾客感知服务质量的影响及作用机制[J]. 长沙理工大学学报(社会科学版), 2016, 0(2): 100-107. DOI: 10.16573/j.cnki.1672-934x.2016.02.017 |
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| 作者姓名： | 黎建新 唐婧媚 何昊 刘洪深 |
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| 作者单位： | 长沙理工大学 经济与管理学院,湖南 长沙,410004 |
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| 基金项目： | 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) |
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| 摘 要： | 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。
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| 关 键 词： | 外表吸引力 感知服务质量 喜爱度 专业性 可信度 |
Effect and Function of Physical Attractiveness of Service Staff on Consumer-Perceived Service Quality |
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| LI Jian-xin,TANG Jing-mei,HE Hao,LIU Hong-shen. Effect and Function of Physical Attractiveness of Service Staff on Consumer-Perceived Service Quality[J]. Journal of Changsha University of Science & Technology, 2016, 0(2): 100-107. DOI: 10.16573/j.cnki.1672-934x.2016.02.017 |
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| Authors: | LI Jian-xin TANG Jing-mei HE Hao LIU Hong-shen |
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| Abstract: | 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 and practical implications were also discussed in this paper. |
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| Keywords: | physical attractiveness perceived service quality likability perceived expertise perceived trust |
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