IDEAS home Printed from https://ideas.repec.org/a/ids/injsem/v11y2020i2p119-136.html
   My bibliography  Save this article

Effect of staff appearance on customer satisfaction and revisit intention

Author

Listed:
  • Byoungho Lee
  • Jinkyung Choi

Abstract

This study measured consumers' perceptions of attitudes toward the appearance of staff. In addition, the effectiveness of such attitudes to satisfaction and revisit intention were measured. The data were collected via surveys in 2017 in the Republic of Korea. A total of 212 responses were analysed and divided into two groups based on the perceived attractiveness of staff appearance and uniform. Significant differences were found in the perceived attitudes between low and high facial attractiveness as well as low and high uniform attractiveness. In both cases, visual satisfaction influenced the consumer's revisit intention. The results of this study will help improve consumer satisfaction by influencing perceived attitudes toward the appearance of staff and uniform. Understanding consumers' attitudes toward staff appearance would help increase satisfaction and revisit intention.

Suggested Citation

  • Byoungho Lee & Jinkyung Choi, 2020. "Effect of staff appearance on customer satisfaction and revisit intention," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 11(2), pages 119-136.
    • Handle: RePEc:ids:injsem:v:11:y:2020:i:2:p:119-136
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=108979
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injsem:v:11:y:2020:i:2:p:119-136. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=236 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.