Let Your Workspace Speak For Itself: the Impact of Material Objects on Impression Formation and Service Quality Perceptions

Joost Verhoeven, University of Twente, The Netherlands
Thomas Van Rompay, University of Twente, The Netherlands
Ad Pruyn, University of Twente, The Netherlands
Inspired by studies exploring the role of material objects in impression formation, the impact of personal and professional objects on person perception and service quality evaluation were investigated in a healthcare setting. Results showed that material objects affect service quality perceptions through a cognitive route, incorporating office professionalism and perceived competence of the physician, and through an affect-driven route, incorporating attractiveness of the office, agreeableness of the physician and experienced affect. In healthcare services, this affect-driven route seems to be of particular importance.
[ to cite ]:
Joost Verhoeven, Thomas Van Rompay, and Ad Pruyn (2007) ,"Let Your Workspace Speak For Itself: the Impact of Material Objects on Impression Formation and Service Quality Perceptions", in NA - Advances in Consumer Research Volume 34, eds. Gavan Fitzsimons and Vicki Morwitz, Duluth, MN : Association for Consumer Research, Pages: 669-674.