At face value: Visual antecedents of impression formation in servicescapes

J.W.M. Verhoeven, Thomas Johannes Lucas van Rompay, Adriaan T.H. Pruyn

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

5 Citations (Scopus)
27 Downloads (Pure)

Abstract

Consumers may base employee impressions on physical appearance and displayed personal objects. In a scenario experiment, using photos of a physician and a 360-degree panorama of his consultation room, we examined the effects of appearance and tangibles on impression formation. Study 1 shows that observers employ various strategies of combining information from different sources when forming an impression of the employee’s friendliness and competence. Whereas previous research has shown that impression formation based on personal appearances proceeds in an automatic fashion, the findings of study 2 indicate that impression formation grounded in the perception of tangibles requires more elaborate processing
Original languageUndefined
Title of host publicationAdvances in Consumer Research
EditorsAnn L. Mc.Gill, Sharon Shavitt
Place of PublicationSan Francisco
PublisherAssociation for Consumer Research (ACR)
Pages233-237
Publication statusPublished - 15 Oct 2009
Event36th North American Conference of the Association for Consumer Research (ACR) 2008 - San Francisco, United States
Duration: 23 Oct 200826 Oct 2008
Conference number: 36

Publication series

Name
PublisherAssociation for Consumer Research
Number2009
Volume36
ISSN (Print)0098-9258

Conference

Conference36th North American Conference of the Association for Consumer Research (ACR) 2008
CountryUnited States
CitySan Francisco
Period23/10/0826/10/08

Keywords

  • IR-69991
  • METIS-262441

Cite this

Verhoeven, J. W. M., van Rompay, T. J. L., & Pruyn, A. T. H. (2009). At face value: Visual antecedents of impression formation in servicescapes. In A. L. Mc.Gill, & S. Shavitt (Eds.), Advances in Consumer Research (pp. 233-237). San Francisco: Association for Consumer Research (ACR).
Verhoeven, J.W.M. ; van Rompay, Thomas Johannes Lucas ; Pruyn, Adriaan T.H. / At face value: Visual antecedents of impression formation in servicescapes. Advances in Consumer Research. editor / Ann L. Mc.Gill ; Sharon Shavitt. San Francisco : Association for Consumer Research (ACR), 2009. pp. 233-237
@inproceedings{f638c73948f8422eb7b2dc73d6e3b908,
title = "At face value: Visual antecedents of impression formation in servicescapes",
abstract = "Consumers may base employee impressions on physical appearance and displayed personal objects. In a scenario experiment, using photos of a physician and a 360-degree panorama of his consultation room, we examined the effects of appearance and tangibles on impression formation. Study 1 shows that observers employ various strategies of combining information from different sources when forming an impression of the employee’s friendliness and competence. Whereas previous research has shown that impression formation based on personal appearances proceeds in an automatic fashion, the findings of study 2 indicate that impression formation grounded in the perception of tangibles requires more elaborate processing",
keywords = "IR-69991, METIS-262441",
author = "J.W.M. Verhoeven and {van Rompay}, {Thomas Johannes Lucas} and Pruyn, {Adriaan T.H.}",
year = "2009",
month = "10",
day = "15",
language = "Undefined",
publisher = "Association for Consumer Research (ACR)",
number = "2009",
pages = "233--237",
editor = "Mc.Gill, {Ann L.} and Sharon Shavitt",
booktitle = "Advances in Consumer Research",
address = "United States",

}

Verhoeven, JWM, van Rompay, TJL & Pruyn, ATH 2009, At face value: Visual antecedents of impression formation in servicescapes. in AL Mc.Gill & S Shavitt (eds), Advances in Consumer Research. Association for Consumer Research (ACR), San Francisco, pp. 233-237, 36th North American Conference of the Association for Consumer Research (ACR) 2008, San Francisco, United States, 23/10/08.

At face value: Visual antecedents of impression formation in servicescapes. / Verhoeven, J.W.M.; van Rompay, Thomas Johannes Lucas; Pruyn, Adriaan T.H.

Advances in Consumer Research. ed. / Ann L. Mc.Gill; Sharon Shavitt. San Francisco : Association for Consumer Research (ACR), 2009. p. 233-237.

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

TY - GEN

T1 - At face value: Visual antecedents of impression formation in servicescapes

AU - Verhoeven, J.W.M.

AU - van Rompay, Thomas Johannes Lucas

AU - Pruyn, Adriaan T.H.

PY - 2009/10/15

Y1 - 2009/10/15

N2 - Consumers may base employee impressions on physical appearance and displayed personal objects. In a scenario experiment, using photos of a physician and a 360-degree panorama of his consultation room, we examined the effects of appearance and tangibles on impression formation. Study 1 shows that observers employ various strategies of combining information from different sources when forming an impression of the employee’s friendliness and competence. Whereas previous research has shown that impression formation based on personal appearances proceeds in an automatic fashion, the findings of study 2 indicate that impression formation grounded in the perception of tangibles requires more elaborate processing

AB - Consumers may base employee impressions on physical appearance and displayed personal objects. In a scenario experiment, using photos of a physician and a 360-degree panorama of his consultation room, we examined the effects of appearance and tangibles on impression formation. Study 1 shows that observers employ various strategies of combining information from different sources when forming an impression of the employee’s friendliness and competence. Whereas previous research has shown that impression formation based on personal appearances proceeds in an automatic fashion, the findings of study 2 indicate that impression formation grounded in the perception of tangibles requires more elaborate processing

KW - IR-69991

KW - METIS-262441

M3 - Conference contribution

SP - 233

EP - 237

BT - Advances in Consumer Research

A2 - Mc.Gill, Ann L.

A2 - Shavitt, Sharon

PB - Association for Consumer Research (ACR)

CY - San Francisco

ER -

Verhoeven JWM, van Rompay TJL, Pruyn ATH. At face value: Visual antecedents of impression formation in servicescapes. In Mc.Gill AL, Shavitt S, editors, Advances in Consumer Research. San Francisco: Association for Consumer Research (ACR). 2009. p. 233-237