TY - JOUR
T1 - Let your workspace speak for itself
T2 - The impact of material objects on impression formation and service quality perception
AU - Verhoeven, Joost W.M.
AU - Van Rompay, Thomas J.L.
AU - Pruyn, Ad Th 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.
UR - http://www.scopus.com/inward/record.url?scp=43349091481&partnerID=8YFLogxK
M3 - Article
AN - SCOPUS:43349091481
SN - 0098-9258
VL - 34
SP - 669
EP - 674
JO - Advances in Consumer Research
JF - Advances in Consumer Research
ER -