When a Beautiful Service Provider Makes Mistakes: the Moderating Role of Service Failure Type
Consumers typically react more favorably to attractive (vs. less attractive) opposite-sex service providers. As this research suggests, however, consumers are likely to react more negatively to attractive (vs. less attractive) service providers when social failures occur than when non-social failures occur.
Lisa C. Wan (2018) ,"When a Beautiful Service Provider Makes Mistakes: the Moderating Role of Service Failure Type ", in E - European Advances in Consumer Research Volume 11, eds. Maggie Geuens, Mario Pandelaere, and Michel Tuan Pham, Iris Vermeir, Duluth, MN : Association for Consumer Research, Pages: 128-129.
Lisa C. Wan, The Chinese University of Hong Kong, Hong Kong
E - European Advances in Consumer Research Volume 11 | 2018
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