Let your workspace speak for itself: the impact of material objects on impression formation and service quality perception

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Abstract

Inspired by studies exploring the role of material objects in impression formation, the impact of personal and professional objects on person perception and service quality evaluation were investigated in a healthcare setting. Results showed that material objects affect service quality perceptions through a cognitive route, incorporating office professionalism and perceived competence of the physician, and through an affect-driven route, incorporating attractiveness of the office, agreeableness of the physician and experienced affect. In healthcare services, this affect-driven route seems to be of particular importance.
Original languageUndefined
Pages (from-to)669-674
JournalAdvances in consumer research
Volume34
Publication statusPublished - 2007

Keywords

  • METIS-243916
  • IR-60327

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