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

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

Research output: Contribution to journalArticleAcademicpeer-review

6 Citations (Scopus)

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

Cite this

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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.",
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Let your workspace speak for itself: the impact of material objects on impression formation and service quality perception. / Verhoeven, J.W.M.; van Rompay, Thomas Johannes Lucas; Pruyn, Adriaan T.H.

In: Advances in consumer research, Vol. 34, 2007, p. 669-674.

Research output: Contribution to journalArticleAcademicpeer-review

TY - JOUR

T1 - Let your workspace speak for itself: the impact of material objects on impression formation and service quality perception

AU - Verhoeven, J.W.M.

AU - van Rompay, Thomas Johannes Lucas

AU - Pruyn, Adriaan T.H.

PY - 2007

Y1 - 2007

N2 - 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.

AB - 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.

KW - METIS-243916

KW - IR-60327

M3 - Article

VL - 34

SP - 669

EP - 674

JO - Advances in consumer research

JF - Advances in consumer research

SN - 0098-9258

ER -