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

6 Citations (Scopus)
124 Downloads (Pure)


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)
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

PublisherAssociation for Consumer Research
ISSN (Print)0098-9258


Conference36th North American Conference of the Association for Consumer Research (ACR) 2008
Country/TerritoryUnited States
CitySan Francisco


  • IR-69991
  • METIS-262441

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