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

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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.
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Copyright:© 2007 Association for Consumer Research
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Behavioural Sciences (BS)
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Link to this item:http://purl.utwente.nl/publications/60327
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