Effects of Salesperson Attractiveness on Consumer Perceptions of Service Quality: A Conceptual Framework

Abstract

This paper addresses service situations in which the salesperson is also the service provider. A conceptual framework is presented that is used to explore the impact of salesperson attractiveness on consumer perceptions of service quality. This paper builds upon the growing stream of service quality literature by exploring the variables which moderate the attractiveness- service quality relationship. Key managerial and research implications are discussed.