Does being beautiful always help? Contingency effects of physical attractiveness of the service providers on customer response

Abstract

Purpose This paper aims to explore the physical attractiveness stereotype in service encounters. Specifically, this paper examines how physical attractiveness affects a customer’s response and whether a customer’s social interaction anxiety and the consumption situation moderate this relationship. Design/methodology/approach Three experiments were used to test hypotheses. Participants were subject to scenarios of varying levels of physical attractiveness (more vs less), social interaction anxiety (high vs low) and consumption situation (private vs public). Customer participation intention and citizenship behavior were measured along scales. Findings The results indicate that the physical attractiveness of service providers positively affects customer citizenship behavior, and customer participation intention mediates this relationship. However, the effect only exists for a customer with low social interaction anxiety or presents itself under public consumption conditions. Research limitations/implications This work paints a more nuanced picture of missing links in the understanding of the influence of service providers’ physical attractiveness. It enriches the physical attractiveness stereotype literature by identifying the mediating role of customer participation intention while bounding the relationship within conditions related to a customer’s social interaction anxiety and the service consumption situation. Practical implications Management may alter the performance of service employees by considering the employee’s physical attractiveness and gauging customer social interaction anxiety while keeping in mind the consumption situation. Originality/value This study advances physical attractiveness stereotype research by examining its effect on customer participation intention and citizenship behavior in the service industry. Additionally, this study adds customer social interaction anxiety and consumption situation to the existing literature that addresses employee factors affecting customer behavior.