What if Your Dentist Looked Like Tom Cruise? Applying the Match-Up Hypothesis to a Service Encounter

Psychology and Marketing

Volumn 19, Issue 1, 2002, Pages 91-110

  Koernig, Stephen K ^a   Page, Albert L ^b  

^a CALIFORNIA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF ILLINOIS AT CHICAGO   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036217880     PISSN: 07426046     EISSN: None     Source Type: Journal    
DOI: 10.1002/mar.1003     Document Type: Article

References (48)

1. Baker, J. (1986). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. A. Congram, & J. Shanahan (Eds.), The services challenge: Integrating for competitive advantage (pp. 79-84). Chicago: American Marketing Association.
2. Baker, M. J., & Churchill, G. A., Jr. (1977). The impact of physically attractive models on advertising evaluations. Journal of Marketing Research, 14, 538-555.
3. Berry, L. L. (1980). Services marketing is different. Business, 30, 24-29.
4. Berry, L. L., & Clark, T. (1986). Four ways to make services more tangible. Business, 36, 53-54.
5. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.
6. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.
7. Bruner, J. S., Goodnow, J. J., & Austin, G. A. (1956). A study of thinking. New York: Wiley.
8. Caballero, M. J., Lumpkin, J. R., & Madden, C. S. (1989). Using physical attractiveness as an advertising tool: An empirical investigation of the attraction phenomenon. Journal of Advertising Research, 29, 16-22.
9. Caballero, M. J., & Pride, W. M. (1984). Selected effects of salesperson sex and attractiveness in direct mail advertisements. Journal of Marketing, 48, 94-100.
10. Caballero, M. J., & Solomon, P. J. (1984). Effects of model attractiveness on sales response. Journal of Advertising, 13, 17-23.
11. Dion, K. K. (1972). Physical attractiveness and evaluations of children's transgressions. Journal of Personality and Social Psychology, 24, 207-213.
12. Dion, K. K., Berscheid, E., & Walster, E. (1972). What is beautiful is good. Journal of Personality and Social Psychology, 24, 285-290.
13. Eagly, A. H., Ashmore, R. D., Makhijani, M. G., & Longo, L. C. (1991). What is beautiful is good, but . . . : A meta-analytic review of research on the physical attractiveness stereotype. Psychological Bulletin, 110, 109-128.
14. Fiske, S. T. (1982). Schema-triggered affect: Applications to social perception. In M. S. Clark & S. T. Fiske (Eds.), Affect and cognition: The 17th Annual Carnegie Symposium on Cognition (pp. 55-78). Hillsdale, NJ: Lawrence Erlbaum.
15. Fiske, S. T., & Pavelchak, M. A. (1986). Category-based versus piecemeal-based affective responses: Developments in schema triggered affect. In R. M. Sorrentiono & E. T. Higgins (Eds.), The handbook of motivation and cognition: Foundation of social behavior. New York: Guilford Press.
16. Grove, S. J., & Fisk, R. (1992). Observational data collection methods for services marketing: An overview. Journal of the Academy of Marketing Science, 20, 217-224.
17. Harrell, W. A. (1978). Physical attractiveness, self-disclosure, and helping behavior. Journal of Social Psychology, 104, 15-17.
18. Hekkert, P., & van Wieringen, P. C. W. (1990). Complexity and prototypicality as determinants of the appraisal of cubist paintings. British Journal of Psychology, 81, 483-495.
19. Hurley, R. F. (1998). Customer service behavior in retail settings: A study of the effect of service provider personality. Journal of the Academy of Marketing Science, 26, 115-128.
20. Joseph, W. B. (1982). The credibility of physically attractiveness communicators: A review. Journal of Advertising, 11, 15-24.
21. Kahle, L. R., & Homer, P. M. (1985). Physical attractiveness of the celebrity endorser: A social adaptation perspective. Journal of Consumer Research, 11, 954-961.
22. Kamins, M. A. (1990). An investigation into the 'match-up' hypothesis in celebrity advertising: When beauty may be only skin deep. Journal of Advertising, 19, 4-13.
23. Kamins, M. A., & Gupta, K. (1994). Congruence between spokesperson and product type: a match-up hypothesis perspective. Psychology and Marketing, 11, 569-586.
24. Lovelock, C., & Wright, L. (1999). Principles of service marketing and management. Englewood Cliffs, NJ: Prentice-Hall.
25. Lynch, J., & Schuler, D. (1994). The matchup effect of spokesperson and product congruency: A schema theory interpretation. Psychology & Marketing, 11, 417-445.
26. Martindale, C., & Moore, K. (1988). Priming, prototypicality, and preference. Journal of Experimental Psychology, 14, 661-670.
27. McElroy, J. C., & DeCarlo, T. E. (1999). Physical attractiveness on cognitive evaluations of a saleswomen's' performance. Journal of Marketing Theory and Practice, 7, 84-101.
28. McDaniel, S. R. (1999). An investigation of match-up effects in sport sponsorship advertising: The implications of consumer advertising schemas. Psychology & Marketing, 16, 163-184.
29. Mehrabian, A., & Blum, J. S. (1997). Physical appearance, attractiveness, and the mediating role of emotions. Current Psychology: Developmental, Learning, Personality, Social, 16, 20-42.
30. Mittal, V., Ross, W. T. Jr., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62, 33-47.
31. Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
32. Ohanian, R. (1990). Construction and validation of a scale to measure celebrity endorser' perceived expertise, trustworthiness, and attractiveness. Journal of Advertising, 19, 39-52.
33. Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfactions judgments. Journal of Consumer Research, 14, 495-507.
34. Parekh, H., & Kanekar, S. (1994). The physical attractiveness stereotype in a consumer-related situation. Journal of Social Psychology, 134, 297-300.
35. Patzer, G. L. (1983). An experiment investigating the influence of communicator physical attractiveness on attitudes. In P. E. Murphy & G. R. Laczniak (Eds.), 1983 AMA Educators' Proceedings (pp. 25-29). Chicago: American Marketing Association.
36. Patzer, G. L. (1985). The physical attractiveness phenomenon, New York: Plenum Press.
37. Petroshius, S. M., & Crocker, K. E. (1989). An empirical analysis of spokesperson characteristics on advertisement and product evaluations. Journal of the Academy of Marketing Science, 17, 217-225.
38. Reingen, P. H., Gresham, L. G., & Kernan, J. B. (1980). Behavioral consequences of the physical attractiveness stereotype in personal selling. In R. Bagozzi et al. (Eds.), Marketing in the 80's (pp. 109-113). Chicago: AMA.
39. Reingen, P. H., Ronkainen, I. A., & Gresham, L. G. (1981). Consequences of the physical attractiveness stereotype in buyer-seller interactions: Affect, intention, and behavior. In P. H. Reingen & A. G. Woodside (Eds.), Buyer-seller interactions: Empirical research and normative issues (pp. 75-87). Chicago: American Marketing Association.
40. Ronkainen, I. A., & Reingen, P. H. (1979). Cognitive effects of the physical attractiveness stereotype in personal selling. In N. Beckwith (Ed.), The 1979 AMA Educators' Conference Proceedings (pp. 210-213). Chicago: American Marketing Association.
41. Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41, 73-80.
42. Solnick, S. J., & Schweitzer, M. E. (1999). The influence of physical attractiveness and gender on ultimatum game decisions. Organizational Behavior and Human Decision Processes, 79, 199-215.
43. Sujan, M. (1985). Consumer knowledge: Effects on evaluation strategies mediating consumer judgments. Journal of Consumer Research, 12, 31-45.
44. Walster, E., Aronson, V., Abrahams, D., & Rottman, L. (1966). Importance of physical attractiveness in dating behavior. Journal of Personality and Social Psychology, 4, 508-516.
45. Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. Journal of Marketing, 44, 68-72.
46. Whitfield, T.W.A., & Slatter, P. E. (1979). The effects of categorization and prototypicality on aesthetic choice in a furniture selection task. British Journal of Psychology, 70, 65-75.
47. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22.
48. Zeithaml, V. A., & Bitner, M. J. (1996). Services marketing. New York: McGraw-Hill.