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2015 | OriginalPaper | Chapter

Effects of Salesperson Attractiveness on Consumer Perceptions of Service Quality: A Conceptual Framework

Authors : Christopher D. Hopkins, Kaushik Mitra, Brian T. Engelland

Published in: Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference

Publisher: Springer International Publishing

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This paper addresses service situations in which the salesperson is also the service provider. A conceptual framework is presented that is used to explore the impact of salesperson attractiveness on consumer perceptions of service quality. This paper builds upon the growing stream of service quality literature by exploring the variables which moderate the attractiveness- service quality relationship. Key managerial and research implications are discussed.

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Metadata
Title
Effects of Salesperson Attractiveness on Consumer Perceptions of Service Quality: A Conceptual Framework
Authors
Christopher D. Hopkins
Kaushik Mitra
Brian T. Engelland
Copyright Year
2015
Book
Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference

Print ISBN: 978-3-319-13083-5

Electronic ISBN: 978-3-319-13084-2

Copyright Year: 2015

DOI
https://doi.org/10.1007/978-3-319-13084-2_103