The effect of service providers’ facial hair on restaurant customers’ perceptions
Sung-Bum Kim (),
Seunghwan Lee () and
Dae-Young Kim ()
Additional contact information
Sung-Bum Kim: Inha University
Seunghwan Lee: University of Missouri
Dae-Young Kim: University of Missouri
Service Business, 2018, vol. 12, issue 2, No 3, 277-303
Abstract:
Abstract The study investigated the effect of the varying amounts of service providers’ facial hair (clean-shaven, light stubble, heavy stubble, light beard, and full beard) on participations’ perceptions of employee attractiveness, food handling issues, cleanliness, personal hygiene, as well as customer satisfaction, and loyalty within the restaurant context. A one-way ANOVA analysis was performed on a total of 514 U.S. consumers to examine the differences in their responses to the amounts of service providers’ facial hair. This research also employed a between-subjects 5 (types of facial hair) × 2 (individual preference for facial hair vs. individual no particular preference for facial hair) experimental design. The results revealed that there were significant differences in all five of the constructs for amounts of facial hair. There were also interaction effects between the amount of a service provider’s facial hair and customer’s individual preference for facial hair on the dependent variables (except for satisfaction). Theoretical and practical implications are also discussed.
Keywords: Customer loyalty; Customer satisfaction; Facial hair; Personal hygiene; Physical attractiveness (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)
Downloads: (external link)
http://link.springer.com/10.1007/s11628-017-0346-5 Abstract (text/html)
Access to the full text of the articles in this series is restricted.
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:12:y:2018:i:2:d:10.1007_s11628-017-0346-5
Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628
DOI: 10.1007/s11628-017-0346-5
Access Statistics for this article
Service Business is currently edited by S.M. Lee and J. Millet Roig
More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().