What if your dentist looked like Tom Cruise? Applying the match‐up hypothesis to a service encounter

By Stephen K. Koernig, A. Page. 2002

126 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/3cbcfe56a6a69a8068c635ed219054b592e74546

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction (2011, background): “As physical attractiveness of employees, which is perceived by customers, is closely related to customer satisfaction of services, companies tend to favor better-looking employees (Koernig and Page, 2002; Söderlund and Julander, 2009).”
Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Koernig and Page (2002), however, did find that the physical attractiveness of the service worker had a significant impact on various evaluations of the service worker (e.g., liking, trust, and perceived expertise).”
How Influential are Corporate Credibility and Endorser Attractiveness When Innovators React to Advertisements for a New High-Technology Product? (2004, background): “This ‘match-up’ hypothesis suggests that the message conveyed by the image of the endorser and the image of the product should converge, implying a need for congruence between the product image and the endorser image based on attractiveness (Kahle and Homer, 1985; Kamins, 1990; Koernig and Page, 200”
Consumer Reactions to Attractive Service Providers: Approach or Avoid? (2015, background): “Studies of service marketing have found that attractive service providers are often better liked and produce greater consumer satisfaction and purchase intentions (e.g., Ahearne et al., 1999; DeShields, Kara, & Kaynak, 1996; Koernig & Page, 2002; Reingen & Kernan, 1993).”
To Catch a Tiger or Let Him Go: The Match-up Effect and Athlete Endorsers for Sport and Non-Sport Brands (2009, unknown): “Subjects’ written responses to the thoughts-generated section of the survey were separated into individual ad-related thoughts and were subsequently independently classified by two judges as positive, negative, or neutral (c.f., Koernig & Page, 2002; Sujan, 1985).”
The Impact of Candidate Appearance and Advertising Strategies on Election Results (2011, background): “Prior research on the matchup hypothesis has shown the value of a fit between certain physical characteristics of a representative (e.g., gender, attractiveness) and the characteristics of a product (Kahle and Homer 1985; Koernig and Page 2002; Lynch and Schuler 1994).”