Attraction during the service encounter: examining the other side of the coin

Abstract

Purpose

The existing literature dealing with attractiveness during a service encounter focuses on employee attractiveness and its consequences. This paper aims to consider the other side of the coin by focusing on customers’ attractiveness.

Design/methodology/approach

On the basis of two studies, this paper presents and tests a model explaining the specific role that employee social attraction plays in customer service perception and satisfaction judgment.

Findings

It suggests that the appraisal of customers’ physical attractiveness and homophily may lead to situations in which employees are socially attracted to customers, thus influencing customer service perception.

Originality/value

Consequently, this research provides insights into the role of attraction determinants in a service context. In addition, it demonstrates how employees’ social attraction is triggered in a service context. The findings contribute to satisfaction research by extending prior research perceptions on dyadic service encounters and examining both employee attitude and customer perceptions in service interactions.

Citation

Kuppelwieser, V.G. and Touzani, M. (2016), "Attraction during the service encounter: examining the other side of the coin", Journal of Services Marketing, Vol. 30 No. 5, pp. 504-518. https://doi.org/10.1108/JSM-06-2015-0211