Let Your Workspace Speak for Itself: The Impact of Material Objects on Impression Formation and Service Quality Perception

Verhoeven, Joost W.M. and Van Rompay, Thomas J.L. and Pruyn, Ad Th.H. (2007) Let Your Workspace Speak for Itself: The Impact of Material Objects on Impression Formation and Service Quality Perception. Advances in Consumer Research, 34 . pp. 669-674. ISSN 0098-9258

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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.
Item Type:	Article
Copyright:	© 2007 Association for Consumer Research
Faculty:	Behavioural Sciences (BS)
Research Group:	Marketing Communication and Consumer Psychology (MCP)
Link to this item:	http://purl.utwente.nl/publications/60327
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