Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County
Physical Attractiveness (PA) is an essential factor affecting consumer response (CR) in service encounters (SE). Using an experimental design, the purpose of the study is to demonstrate the physical attractiveness (PA) of a service representative's effects (CR) in the context of consumer satis...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
National University of Modern Languages (NUML), Islamabad
2024-06-01
|
| Series: | NUML International Journal of Business & Management |
| Subjects: | |
| Online Access: | https://nijbm.numl.edu.pk/index.php/BM/article/view/204 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1841559002256769024 |
|---|---|
| author | Jamshed Khan Asra Masood Mobeen Jamshed Khattak |
| author_facet | Jamshed Khan Asra Masood Mobeen Jamshed Khattak |
| author_sort | Jamshed Khan |
| collection | DOAJ |
| description |
Physical Attractiveness (PA) is an essential factor affecting consumer response (CR) in service encounters (SE). Using an experimental design, the purpose of the study is to demonstrate the physical attractiveness (PA) of a service representative's effects (CR) in the context of consumer satisfaction, service quality perception, and likability of the service representative. The study investigated the complex underlying mechanism between these two variables by analyzing the mediating role of social distance perceptions (SDP), and the moderating role of consumer’s physical attractiveness (CPA) and gender. The context of the study is the Airline Industry of Pakistan. The data of the study was collected through scenario based self-administered questionnaires from in-flight 385 passengers using non-probability sampling (voluntary response sampling) from. Analyzing the results of the study it is predicted that high PA has a positive effect on CR. Hence it is also important to take the consumer’s perspective into consideration, as this perspective gives rise to situations under which the beauty premium notion might not hold. The results of the study revealed that a consumer’s gender and his/her own level of PA is an important determinant of how he/she reacts to the attractiveness of the representative. Results can provide significant insights to Airline companies to strategize the recruitment and deployment of cabin crew members in accordance with the level of the customer’s gender and his/her own (PA).
|
| format | Article |
| id | doaj-art-263d548010ab461b997a4320af219c8f |
| institution | Kabale University |
| issn | 2410-5392 2521-473X |
| language | English |
| publishDate | 2024-06-01 |
| publisher | National University of Modern Languages (NUML), Islamabad |
| record_format | Article |
| series | NUML International Journal of Business & Management |
| spelling | doaj-art-263d548010ab461b997a4320af219c8f2025-01-05T15:08:50ZengNational University of Modern Languages (NUML), IslamabadNUML International Journal of Business & Management2410-53922521-473X2024-06-01191Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County Jamshed Khan0Asra Masood1Mobeen Jamshed Khattak2Associate Professor, Air University IslamabadBahria University, IslamabadAir University, Islamabad Physical Attractiveness (PA) is an essential factor affecting consumer response (CR) in service encounters (SE). Using an experimental design, the purpose of the study is to demonstrate the physical attractiveness (PA) of a service representative's effects (CR) in the context of consumer satisfaction, service quality perception, and likability of the service representative. The study investigated the complex underlying mechanism between these two variables by analyzing the mediating role of social distance perceptions (SDP), and the moderating role of consumer’s physical attractiveness (CPA) and gender. The context of the study is the Airline Industry of Pakistan. The data of the study was collected through scenario based self-administered questionnaires from in-flight 385 passengers using non-probability sampling (voluntary response sampling) from. Analyzing the results of the study it is predicted that high PA has a positive effect on CR. Hence it is also important to take the consumer’s perspective into consideration, as this perspective gives rise to situations under which the beauty premium notion might not hold. The results of the study revealed that a consumer’s gender and his/her own level of PA is an important determinant of how he/she reacts to the attractiveness of the representative. Results can provide significant insights to Airline companies to strategize the recruitment and deployment of cabin crew members in accordance with the level of the customer’s gender and his/her own (PA). https://nijbm.numl.edu.pk/index.php/BM/article/view/204Physical AttractivenessAirline IndustryService EncountersSocial Distance Perception |
| spellingShingle | Jamshed Khan Asra Masood Mobeen Jamshed Khattak Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County NUML International Journal of Business & Management Physical Attractiveness Airline Industry Service Encounters Social Distance Perception |
| title | Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County |
| title_full | Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County |
| title_fullStr | Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County |
| title_full_unstemmed | Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County |
| title_short | Physical Attractiveness and Social distance Perception in Service Encounters- Evidence from a Developing County |
| title_sort | physical attractiveness and social distance perception in service encounters evidence from a developing county |
| topic | Physical Attractiveness Airline Industry Service Encounters Social Distance Perception |
| url | https://nijbm.numl.edu.pk/index.php/BM/article/view/204 |
| work_keys_str_mv | AT jamshedkhan physicalattractivenessandsocialdistanceperceptioninserviceencountersevidencefromadevelopingcounty AT asramasood physicalattractivenessandsocialdistanceperceptioninserviceencountersevidencefromadevelopingcounty AT mobeenjamshedkhattak physicalattractivenessandsocialdistanceperceptioninserviceencountersevidencefromadevelopingcounty |