Physical attractiveness of service employees and customer engagement in tourism industry
Physical attractiveness of service employees and customer engagement in tourism industry
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旅游业服务人员的外表吸引力和客户参与度
DOI：
10.1016/j.annals.2019.102756
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发表时间：
2020-01-01
影响因子：
13.2
通讯作者：
Li, Yaoqi
中科院分区：
文献类型：
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作者：
Fang, Shujie;Zhang, Chun;Li, Yaoqi
随着客户参与的重要性得到越来越多的认可，在竞争激烈的旅游业中，研究客户参与策略显得尤为重要。响应旅游者在旅游业中顾客参与的影响因素研究的号召，我们考虑了员工的身体吸引力的作用。我们采用了混合方法，通过访谈和三个基于情景的实验，我们探索、假设和检验了员工的身体吸引力与游客的客户参与度之间的关系。研究结果表明：(1)员工的身体吸引力影响游客的顾客参与度；(2)员工的身体吸引力的主效应通过社会交往意愿起中介作用；(3)旅游服务特征(即旅游服务专长)对身体吸引力的主效应起中介作用。
As the importance of customer engagement gains more and more recognition, it is critical to study customer engagement strategy in the intensely competitive tourism industry. Answering the call for research on antecedents of tourists' customer engagement in the tourism industry, we consider the role of employees' physical attractiveness. We adopt a mixed-methods approach; using interviews and three scenario-based experiments, we explore, hypothesize, and test the relationship between employees' physical attractiveness and customer engagement of tourists. The results show that (1) physical attractiveness of employees affects tourists' customer engagement, that (2) the main effect of physical attractiveness is mediated by the desire for social interaction, and that (3) the main effect is moderated by tourism service characteristics (i.e., tourism service expertise).