The Frontline Provider's Appearance: A Driver of Guest Perceptions

Cornell Hospitality Quarterly

Volumn 54, Issue 4, 2013, Pages 396-405

  Magnini, Vincent P ^a   Baker, Melissa ^b   Karande, Kiran ^c  

^a VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

^b UNIVERSITY OF MASSACHUSETTS   (United States)

^c OLD DOMINION UNIVERSITY   (United States)

Author keywords

customer satisfaction; human resources; other human resources; staffing

Indexed keywords

EID: 84886388962     PISSN: 19389655     EISSN: None     Source Type: Journal    
DOI: 10.1177/1938965513490822     Document Type: Article

References (68)

1. Adams R. B.,Ambady N.,Nakayama K.,Shimojo S.The science of social vision. New York: Oxford University Press; 2011:.
2. Addison W. E.Beardedness as a factor in perceived masculinity.Perceptual & Motor Skills. 1989;68:921-22.
3. Ajzen I.,Fishbein M.Attribution theory and research: Conceptual development and social dimensions. Jaspers J.Fincham F. D.Hewstone M., ed. New York: Academic Press; 1983:63-89.
4. Argo J. J.,Dahl D. W.,Morales A. C.Positive customer contagion: Responses to attractive others in a retail context.Journal of Marketing Research. 2008;45:690-701.
5. Barrick M. R.,Shaffer J. A.,DeGrassi S. W.What you see may not be what you get: Relationships among self-presentation tactics and ratings of interview and job performance.Journal of Applied Psychology. 2009;94:1394-1411.
6. Bello J. D.Attractiveness as hiring criteria: Savvy business practice or racial discrimination?.The Journal of Gender, Race, & Justice. 2004;8:483-506.
7. Berger J.,Fisk M. H.,Zelditch M.Status characteristics and social interaction: An expectation states approach. New York: Elsevier; 1977:.
8. Berry D. S.,McArthur L. Z.Perceiving character in faces: The impact of age-related craniofacial changes on social perception.Psychological Bulletin. 1986;100:3-18.
9. Chaiken S.Communicator physical attractiveness and persuasion.Journal of Personality and Social Psychology. 1979;37 (8): 1387-97.
10. Chiu R. K.,Babcock R. D.The relative importance of facial attractiveness and gender in Hong Kong selection decisions.International Journal of Human Resource Management. 2002;13 (1): 141-55.
11. Chu K. H.,Baker M. A.,Murrmann S. K.When we are onstage, we smile: The effects of emotional labor on employee work outcomes.International Journal of Hospitality Management. 2012;31 (1): 295-303.
12. Corbett W. R.The ugly truth about appearance discrimination and the beauty of our employment discrimination law.Duke Journal of Gender Law & Policy. 2007;14:153-78.
13. DeGroot T.,Gooty J.Can nonverbal cues be used to make meaningful personality? Attributions in employment interviews?.Journal of Business and Psychology. 2009;24:179-92.
14. Department of Labor Statistics. 2010. Current population survey: Employed persons by detailed occupation, sex, and age. Retrieved from www.bls.gov/cps.
15. Dion K. K.,Berscheid E.,Walster E.What is beautiful is good.Journal of Personality of Social Psychology. 1972;24:285-90.
16. Dixson B. J.,Vasey P. L.Beards augment perceptions of men's age, social status, and aggressiveness, but not attractiveness.Behavioral Ecology. 2012;23:481-90.
17. Eagly A. H.,Ashmore R. D.,Makhijani M. G.,Longo L. C.What is beautiful is good, but.. A meta-analytic review of research on physical attractiveness stereotype.Psychological Bulletin. 1991;110:109-28.
18. Forsythe S.Effect of clothing masculinity on perceptions of managerial traits: Does gender of the perceiver make a difference.Clothing & Textiles Research Journal. 1988;6:10-16.
19. Garlick R.Do happy employees really mean happy customers? Or is there more to the equation.Cornell Hospitality Quarterly. 2010;51 (3): 304-07.
20. Grandey A. A.,Fisk G. M.,Mattila A. S.,Jansen K. J.,Sideman L. A.Is "service with a smile" enough? Authenticity of positive displays during service encounters.Organizational Behavior and Human Decision Processes. 2005;96:38-55.
21. Guido G.,Peluso A. M.,Moffa V.Beardedness in advertising: Effects on endorsers' credibility and purchase intention.Journal of Marketing Communications. 2011;17 (1): 37-49.
22. Hazen L.,Syrdahl J.Dress codes and appearance policies: What not to wear to work.Labor and Employment Law. 2010;39 (9): 55-63.
23. Hennig-Thurau T.,Groth M.,Paul M.,Gremler D. D.Are all smiles created equal? How emotional contagion and emotional labor affect service relationships.Journal of Marketing. 2006;70:58-73.
24. Henss R.Perceiving age and attractiveness in facial photographs.Journal of Applied Social Psychology. 1991;21 (11): 933-46.
25. Hinkin T. R.,Tracey J. B.The service imperative: Factors driving meeting effectiveness.Cornell Hospitality Quarterly. 2003;44 (5-6): 17-26.
26. James H. R.If you are attractive and you know it, please apply: Appearance-based discrimination and employer's discretion.Valparaiso University Law Review. 2008;42 (2): 629-74.
27. Johanson M. M.,Woods R. H.Recognizing the emotional element in service excellence.Cornell Hospitality Quarterly. 2008;49 (3): 310-16.
28. Johnson K. K. P.,Roach-Higgins M. E.Dress and physical attractiveness of women in job interviews.Clothing & Textiles Research Journal. 1987;5:1-8.
29. Kelley H. H.,Michela J. L.Attribution theory and research.Annual Review of Psychology. 1980;31:457-501.
30. Kenny C. T.,Fletcher D.Effects of beardedness on person perception.Perceptual & Motor Skills. 1973;37:413-14.
31. King G. R.,Winchester J. D.,Sherwyn D.You (don't) look marvelous: Considerations for employers regulating employee appearance.Cornell Hospitality Quarterly. 2006;47 (4): 359-68.
32. Klapprott J.Barbe facit magistrum: An investigation into the effect of a bearded university teacher on his students.Psychologie-Schweizerische Zeitschrift fur Psycholgie und Ihre Anwendungen. 1976;35:16-27.
33. Koernig S. K.,Page A. L.What if your dentist looked like Tom Cruise? Applying the match-up hypothesis to a service encounter.Psychology & Marketing. 2002;19 (1): 91-110.
34. Kraut R. E.,Johnston R. E.Social and emotional messages of smiling: An ethological approach.Journal of Personality and Social Psychology. 1979;37 (9): 1539-53.
35. Lee C. S.,Chen Y. C.,Yu T. H.,Tsui P. L.Effect of physical attractiveness and customer perceived service quality in the cosmetology industry.African Journal of Business Management. 2012;6 (15): 5201-07.
36. Lennon S.,Miller F.Salience of physical appearance in impression formation.Home Economics Research Journal. 1984;13:95-104.
37. Levi J. L.Misapplying equity theories: Dress codes at work.Yale Journal of Law & Feminism. 2008;19:353-90.
38. Little A. C.,Jones B. C.,DeBruine L. M.Facial attractiveness: Evolutionary based research.Philosophical Transactions of the Royal Society Biological Sciences. 2011;366:1638-59.
39. Luoh H. F.,Tsaur S. H.Physical attractiveness stereotypes and service quality in customer-server encounters.The Service Industries Journal. 2009;29 (8): 1093-1104.
40. Luoh H. F.,Tsaur S. H.Customers' perceptions of service quality: Do servers' age stereotypes matter?.International Journal of Hospitality Management. 2011;30:283-89.
41. May J. M.Looking for tips: An empirical perspective on restaurant tipping.Cornell Hospitality Quarterly. 1980;20 (4): 6-8.
42. Mulford M.,Orbell J.,Shatto J. C.,Stockard J.Physical attractiveness, opportunity, and success in everyday exchange.American Journal of Sociology. 1998;103 (6): 1565-92.
43. National Public Radio. 2012. Disney alters facial hair policy at U.S. theme parks, January24. http://www.npr.org/2012/01/24/145690820/disney-alters-facial-hair-policy-at-u-s-theme-parks (accessed May 13, 2013).
44. Nelson K.,Bowen J.The effect of employee uniforms on employee satisfaction.Cornell Hospitality Quarterly. 2000;41 (2): 86-95.
45. Nickson D.,Warhurst C.,Dutton E.The importance of attitude and appearance in the service encounter in retail and hospitality.Managing Service Quality. 2005;15 (2): 195-208.
46. Noe F.,Uysal M.,Magnini V. P.Tourist customer satisfaction: An encounter approach. London: Routledge; 2010:.
47. Paek S. L.Effect of garment style on the perception of personal traits.Clothing & Textiles Research Journal. 1986;5:10-16.
48. Pancer S. M.,Meindl J. R.Length of hair and beardedness as determinants of personality impressions.Perceptual & Motor Skills. 1978;46:1328-30.
49. Parasuraman A.,Zeithaml V. A.,Berry L. L.SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality.Journal of Retailing. 1988;64 (1): 12-40.
50. Perdue B.,Summers J.Checking the success of manipulations in marketing experiments.Journal of Marketing Research. 1986;23:317-26.
51. Reed J. A.,Blunk E. M.The influence of facial hair on impression formation.Social Behavior and Personality. 1990;18:169-75.
52. Roll S.,Verinis J. S.Stereotypes of scalp and facial hair as measured by the semantic differential.Psychological Reports. 1971;28:975-80.
53. Shao C. Y.,Ramser C. D.,Wilson P. H.The influence of appropriate service-contact-personnel dress on the dimensions of customer expectations of service quality.Southwest Business and Economics Journal. 2005-2006;13:1-10.
54. Snider K.Dress codes and grooming standards.Check-In with American Hotel Register Company. 2008;:.
55. Soderlund M.,Julander C. R.Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction.Journal of Retailing and Consumer Services. 2009;16:216-26.
56. Soderlund M.,Rosengren S.Revisiting the smiling service worker and customer satisfaction.International Journal of Service Industry Management. 2008;19 (5): 552-74.
57. Spinelli M. A.,Canavos G. C.Investigating the relationship between employee satisfaction and guest satisfaction.Cornell Hospitality Quarterly. 2000;41 (6): 29-33.
58. Sundaram D. S.,Webster C.The role of nonverbal communication in service encounters.Journal of Services Marketing. 2000;14 (5): 378-91.
59. Swartzlander A.Serving internal and e\external customers. Upper Saddle River: Prentice Hall; 2004:.
60. Terry R. L.,Krantz J. H.Dimensions of trait attributions associated with eyeglasses, men's facial hair, and women's hair length.Journal of Applied Social Psychology. 1993;23:1757-69.
61. Timm P. R.Customer service. Upper Saddle River: Prentice Hall; 1998:.
62. Tsai W. C.,Huang T. C.,Yu H. H.Investigating the unique predictability and boundary conditions of applicant physical attractiveness and non-verbal behaviours on interviewer evaluations in job interviews.Journal of Occupational and Organizational Psychology. 2012;85:60-79.
63. Walker H. J.,Field H. S.,Giles W. F.,Armenakis A. A.Displaying employee testimonials on recruitment web sites: Effects of communication media, employee race, and job seeker race on organizational attraction and information credibility.Journal of Applied Psychology. 2009;94 (5): 1354-64.
64. Weiner B.An attributional theory of achievement motivation and emotion.Psychological Review. 1985;92 (4): 548-73.
65. Willis J.,Todorov A.First impressions: Making up your mind after a 100-ms exposure to a face.Psychological Science. 2006;17:592-98.
66. Wogalter M. S.,Hosie J. A.Effects of cranial facial hair on perceptions of age and person.Journal of Social Psychology. 2001;131 (4): 589-91.
67. Wood D. R.Self-perceived masculinity between bearded and non-bearded males.Perceptual & Motor Skills. 1986;62:769-70.
68. Zakrzewski K.The prevalence of "Look"ism in hiring decisions: How Federal law should be amended to prevent appearance discrimination in the workplace.University of Pennsylvania Journal of Labor and Employment Law. 2005;7 (2): 431-61.