律师的面部吸引力能否提高人气或客户满意度？以专家答疑服务为例

IF 1.9 4区管理学 Q3 BUSINESS

Service Science Pub Date : 2024-05-14 DOI:10.1287/serv.2022.0040

Ya-Ling Chiu, Jying‐Nan Wang, Yuan-Teng Hsu

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引用次数: 0

摘要

本研究旨在探讨面部吸引力对人气和客户满意度的影响。我们使用中国知名专家问答（Q&A）平台提供的 7525 张专业专家照片进行了实证分析。结果表明，虽然专家的面部吸引力对其受欢迎程度有正面影响，但对其客户满意度却有负面影响。然而，这些关系受到性别的调节。与男性专家相比，女性专家的面部吸引力对受欢迎程度的积极影响更大。相比之下，面部吸引力对女性专家的满意度有负面影响，但对男性专家没有显著影响。本研究讨论了研究结果对管理的影响以及未来的研究方向。经费来源：Y.-T：Y.-T.Hsu 得到了中国博士后科学基金[批准号：2023M732269]的资助。

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Can Lawyers’ Facial Attractiveness Increase the Popularity or Customer Satisfaction? An Example of Expert Q&A Services

The purpose of this study was to examine the impact of facial attractiveness on popularity and customer satisfaction. We conducted an empirical analysis using 7,525 professional experts’ photographs provided by a well-known expert question-and-answer (Q&A) platform in China. The findings showed that, although experts’ facial attractiveness positively affected their popularity, it negatively impacted their customer satisfaction. However, these relationships were moderated by gender. Facial attractiveness had a stronger positive effect on popularity for female experts than for male experts. By contrast, facial attractiveness negatively impacted satisfaction for female experts but had no significant effect for male experts. This study discusses the managerial implications of the findings and avenues for future research. Funding: Y.-T. Hsu was supported by the China Postdoctoral Science Foundation [Grant 2023M732269].

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来源期刊

Service Science Multiple-

CiteScore

3.30

自引率

4.30%

发文量

期刊介绍： Service Science publishes innovative and original papers on all topics related to service, including work that crosses traditional disciplinary boundaries. It is the primary forum for presenting new theories and new empirical results in the emerging, interdisciplinary science of service, incorporating research, education, and practice, documenting empirical, modeling, and theoretical studies of service and service systems. Topics covered include but are not limited to the following: Service Management, Operations, Engineering, Economics, Design, and Marketing Service System Analysis and Computational Simulation Service Theories and Research Methods Case Studies and Application Areas, such as healthcare, energy, finance, information technology, logistics, and public services.