At face value: Visual antecedents of impression formation in servicescapes

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

At face value: Visual antecedents of impression formation in servicescapes

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

Faculty of Behavioural, Management and Social Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

6 Citations (Scopus)

157 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 language	Undefined
Title of host publication	Advances in Consumer Research
Editors	Ann L. Mc.Gill, Sharon Shavitt
Place of Publication	San Francisco
Publisher	Association for Consumer Research (ACR)
Pages	233-237
Publication status	Published - 15 Oct 2009
Event	36th North American Conference of the Association for Consumer Research (ACR) 2008 - San Francisco, United States Duration: 23 Oct 2008 → 26 Oct 2008 Conference number: 36

Publication series

Name
Publisher	Association for Consumer Research
Number	2009
Volume	36
ISSN (Print)	0098-9258

Conference

Conference	36th North American Conference of the Association for Consumer Research (ACR) 2008
Country/Territory	United States
City	San Francisco
Period	23/10/08 → 26/10/08

Keywords

IR-69991
METIS-262441

Access to Document

at_face

http://www.acrwebsite.org/volumes/display.asp?id=14444

Cite this

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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{\textquoteright}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 = oct,

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",

note = "36th North American Conference of the Association for Consumer Research (ACR) 2008 ; Conference date: 23-10-2008 Through 26-10-2008",

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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, California, United States, 23/10/08. <http://www.acrwebsite.org/volumes/display.asp?id=14444>

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 proceeding › Conference contribution › Academic › peer-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.

N1 - Conference code: 36

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

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A2 - Shavitt, Sharon

PB - Association for Consumer Research (ACR)

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T2 - 36th North American Conference of the Association for Consumer Research (ACR) 2008

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