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

Joost W.M. Verhoeven, Thomas J.L. Van Rompay, Ad Th H. Pruyn

Research output: Contribution to journalArticleScientificpeer-review

8 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 languageEnglish
Pages (from-to)669-674
Number of pages6
JournalAdvances in Consumer Research
Volume34
Publication statusPublished - 2007
Externally publishedYes

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