The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction

By Hean Tat Keh, Run Ren, S. Hill, Xuan Li. 2013

114 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/37383d6f89fce37a5f6793dedf9b50098bbdf73c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Geng Cui
2. Ling Peng
3. Yuho Chung
4. Wanyi Zheng
5. Yangyang Jiang

In Organizational Behavior and Human Resource Management

1. Geng Cui
2. Yangyang Jiang

Citations in the corpus

• The Faces of Success: Beauty and Ugliness Premiums in e-Commerce Platforms (2020, background): “While the marketing literature is not short of studies emphasizing the effect of attractiveness in sales and customer service encounters (Keh et al., 2013; McColl and Truong 2013), our nuanced findings of the curvilinear relationship between attractiveness and performance and the underlying mechanis”
• A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity (2020, background): “Keh et al. (2013) explored the effects of service employee attributes on customer satisfaction.”
• Individual Psychological Ownership: Concepts, Evidence, and Implications for Research in Marketing (2015, unknown): “For instance, in the context of the service (attribute) attractiveness–satisfaction link (Keh et al., 2013), it is reasonable to assume that without attractiveness, a customer will not be motivated to associate with the product or service and travel down the routes to a sense of possession and,…”