The importance of attitude and appearance in the service encounter in retail and hospitality

By Dennis Nickson, Chris Warhurst, E. Dutton. 2005

335 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/ae168e855c7d5934de8cc0cea1191747d1b85755

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. Chris Warhurst
2. Magnus Söderlund
3. PhD Emma Martin
4. PhD Kayhan Tajeddini
5. PhD S. Mostafa Rasoolimanesh
6. Thilini Chathurika
7. Panchani Gamage

In Organizational Behavior and Human Resource Management

1. Chris Warhurst
2. S. Hurrell
3. P. Thompson
4. Magnus Söderlund
5. Jae-Eun Kim
6. PhD Emma Martin
7. PhD Kayhan Tajeddini
8. PhD S. Mostafa Rasoolimanesh

Citations in the corpus

• Mapping knowledge in work: proxies or practices? (2006, background): “This is particularly the case in service work as studies of call centres, retail and hospitality demonstrate (Callaghan and Thompson, 2002; Nickson et al., 2005).”
• Human factors in retail environments: a review (2012, background): “Söderlund and Julander (2009) conducted an experimental study to understand the effect of the physical attractiveness of service workers on customer satisfaction and attitude towards service workers.”
• Soft skills and employability: Evidence from UK retail (2012, background): “It is also the case that casual callers and those responding to window adverts typically present themselves in person, which may be advantageous in allowing employers to screen for soft skills, especially those associated with appearance (Nickson et al., 2005).”
• ‘Flexible’ workers for ‘flexible’ jobs? The labour market function of A8 migrant labour in the UK (2015, background): “…commonly cited reason for favourable impressions of this group, reinforcing the notion that low-wage employers often prioritize the ‘right’ attitude over the possession of particular ‘hard’ skills (Nickson et al., 2005) and draw on national stereotypes when recruiting (Matthews and Ruhs, 2007).”
• Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Examinations of this particular variable should also be seen in the light of a growing concern among employers in service industries that employees should possess ‘‘aesthetic skills’’ such as good looks (Nickson et al., 2005).”
• Employee experience of aesthetic labour in retail and hospitality (2007, background): “In the previously mentioned employer survey reported by Nickson et al. (2005) employers were interested in the attitudes and appearance of employees.”
• Exploring the visitors' decision-making process for Airbnb and hotel accommodations using value-attitude-behavior and theory of planned behavior (2021, methodology): “, & Rousseau, G., (2014). "Consumer decision-making models within the discipline of consumer science: a critical approach.”