Besides Taste! A Study of Customers' Visual Perception on Service Contact Personnel
Tsui, Pei-ling*
Citation : Tsui, Pei-ling, Besides Taste! A Study of Customers' Visual Perception on Service Contact PersonnelInternational Journal of Research in Tourism and Hospitality 2019, 5(1) : 8-15.
Background: The recent hospitality industry development has emphasized on service providers' appearances
and manners to improve service quality and to provide high quality service experiences. With the growing of
customers' aesthetic sense level, service providers have to do basic intimate services, but also to provide
sensational high-quality aesthetic experiences to customers. Therefore, this study investigated the influences
of service providers' styling, including cosmetics, hair styles, and attires on customers' perception on styling,
predicted service quality, predicted service value and satisfaction, based on the Stimulus-Organism-Response
theory.
Method: This research adopted both qualitative and quantitative approaches in two stages. First, we applied
Delphi method to collaborate the knowledge of several experts in related fields, and designed the basic styles
of service provides, which are the stimulus in our survey. Next, we surveyed 300 customers of Chinese
restaurants of international hotels in Taipei. This study used partial least square path modeling technique to
analyze collected data. PLS-PM also known as the variance-based structural equation model is a technique
consists of factor analysis, correlation and regression.
Results: The results showed significant influences of service providers' styling on customers' perception,
predicted service quality, predicted service value and satisfaction. These results highlighted the importance of
a successful service providers styling design.
Originality Value: This study contributed considerably on the concept of service providers' styling in
international tourist hotels. By findings of this study can provide hotel human resources management
departments for reference, there is a proper guidance and norms in the development of education and training.