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Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction

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  1. Fernandes, Teresa & Nettleship, Heather & Pinto, Luísa Helena, 2022. "Judging a book by its cover? The role of unconventional appearance on social media influencers effectiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  2. Haeok Liz Kim & Sunghyup Sean Hyun, 2021. "Developing a Stigma Scale for the Workplace: Focus on an Airline Cabin Crew," IJERPH, MDPI, vol. 18(8), pages 1-20, April.
  3. Wan Yu Chang & I Ying Chang, 2014. "The Influences of Humorous Advertising on Brand Popularity and Advertising Effects in the Tourism Industry," Sustainability, MDPI, vol. 6(12), pages 1-13, December.
  4. Söderlund, Magnus & Rosengren, Sara, 2010. "The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 161-169.
  5. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
  6. Wen-Chih Yeh & Chun-Chang Lee & Cheng Yu & Pei-Shan Wu & Jia-Yu Chang & Jiun-Hau Huang, 2020. "The Impact of the Physical Attractiveness and Intellectual Competence on Loyalty," Sustainability, MDPI, vol. 12(10), pages 1-23, May.
  7. Petruzzellis, Luca & Fronzetti Colladon, Andrea & Visentin, Marco & Chebat, Jean-Charles, 2021. "Tell me a story about yourself: The words of shopping experience and self-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  8. Quach, Sara & Jebarajakirthy, Charles & Thaichon, Park, 2017. "Aesthetic labor and visible diversity: The role in retailing service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 34-43.
  9. Otterbring, Tobias & Bhatnagar, Roopali & Samuelsson, Peter & Borau, Sylvie, 2021. "Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  10. Qinhai Ma & Mengyi Li & Guanghui Shi & Tianshu Zhou, 2023. "The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic," SN Business & Economics, Springer, vol. 3(11), pages 1-22, November.
  11. Lunardo, Renaud & Bressolles, Gregory & Durrieu, François, 2016. "The interacting effect of virtual agents’ gender and dressing style on attractiveness and subsequent consumer online behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 59-66.
  12. Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
  13. Čivre, Žana & Knežević, Mladen & Zabukovec Baruca, Petra & Fabjan, Daša, 2013. "Facial attractiveness and stereotypes of hotel guests: An experimental research," Tourism Management, Elsevier, vol. 36(C), pages 57-65.
  14. Ngo, Liem Viet & Northey, Gavin & Duffy, Sarah & Thao, Hoang Thi Phuong & Tam, Le Thi Hong, 2016. "Perceptions of others, mindfulness, and brand experience in retail service setting," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 43-52.
  15. Sung-Bum Kim & Seunghwan Lee & Dae-Young Kim, 2018. "The effect of service providers’ facial hair on restaurant customers’ perceptions," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 277-303, June.
  16. Li, Yaoqi & Zhang, Chun & Fang, Shujie, 2022. "Can beauty save service failures? The role of recovery employees’ physical attractiveness in the tourism industry," Journal of Business Research, Elsevier, vol. 141(C), pages 100-110.
  17. Marie-Cécile Cervellon & Fanny-Juliet Poujol & John F. Tanner Jr, 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Post-Print hal-03122118, HAL.
  18. Pantano, Eleonora & Naccarato, Giuseppe, 2010. "Entertainment in retailing: The influences of advanced technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 200-204.
  19. Otterbring, Tobias & Folwarczny, Michał, 2024. "Social validation, reciprocation, and sustainable orientation: Cultivating “clean†codes of conduct through social influence," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  20. Söderlund, Magnus, 2011. "Other customers in the retail environment and their impact on the customer’s evaluations of the retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 174-182.
  21. Pantano, Eleonora & Servidio, Rocco, 2012. "Modeling innovative points of sales through virtual and immersive technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 279-286.
  22. Hu, Xin & He, Liuyi & Liu, Junjun, 2022. "The power of beauty: Be your ideal self in online reviews—an empirical study based on face detection," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  23. Baker, Thomas L. & Meyer, Tracy, 2012. "Moderating effect of discriminatory attributions on repatronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 211-217.
  24. Pantano, Eleonora & Rese, Alexandra & Baier, Daniel, 2017. "Enhancing the online decision-making process by using augmented reality: A two country comparison of youth markets," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 81-95.
  25. Canace, Thomas G. & Cianci, Anna M. & (Kelvin) Liu, Xiaotao & Tsakumis, George T., 2020. "Paid for looks when others are looking: CEO facial traits, compensation, and corporate visibility," Journal of Business Research, Elsevier, vol. 115(C), pages 85-100.
  26. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The depicted service employee in marketing communications: An empirical assessment of the impact of facial happiness," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 186-193.
  27. Li, Yaoqi & Zhang, Chun & Laroche, Michel, 2019. "Is beauty a premium? A study of the physical attractiveness effect in service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 215-225.
  28. Karl Akbari & Udo Wagner, 2021. "Playing When Paying and What Happens Next: Customer Satisfaction and Word-of-Mouth Intention in Gambled Price Promotions," Schmalenbach Journal of Business Research, Springer, vol. 73(2), pages 243-271, June.
  29. Xu, Yingzi & Ling, I-Ling, 2023. "Effects of face masks and photo tags on nonverbal communication in service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
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