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“What sounds beautiful is good?” How employee vocal attractiveness affects customer’s evaluation of the voice-to-voice service encounter
16 references·0 citing·39 second hop
“What sounds beautiful is good?” How employee vocal attractiveness affects customer’s evaluation of the voice-to-voice service encounter (2009)“What sounds beautiful is good?” How empl…Advances in Consumer Research (2025)Advances in Consumer ResearchInteraction Orientation and Firm Performance (2008)Interaction Orientation and F…The psychology of stereotyping (2004)The psychology of stereotypingVocal communication of emotion: A review of research paradigms (2003)Vocal communication of emotio…Principles of Categorization (2002)Principles of CategorizationThe effect of the servicescape on customers’ behavioral intentions in leisure service settings (1996)The effect of the servicescap…Stereotypes as energy-saving devices: A peek inside the cognitive toolbox. (1994)Stereotypes as energy-saving …Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation (1990)A Continuum of Impression For…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…FORMING IMPRESSIONS OF PERSONALITY (1961)FORMING IMPRESSIONS OF PERSON…Assimilation and contrast effects in reactions to communication and attitude change. (1957)Assimilation and contrast eff…Perception and the Representative Design of Psychological Experiments (1956)Perception and the Representa…Forming impressions of personality. (1946)Forming impressions of person…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Attitude-behavior relations: A theoretical analysis and review of empirical research. (1977)Understanding Attitudes and Predicting Social Behavior (1980)The Persuasion Knowledge Model: How People Cope with Persuasion Attempts (1994)Implicit social cognition: Attitudes, self-esteem, and stereotypes. (1995)Mood and judgment: The affect infusion model (AIM). (1995)The expression of the emotions in man and animals. (1872)An argument for basic emotions (1992)Affective Computing (1997)Are Emotions Natural Kinds? (2006)Measures of emotion: A review (2009)Survey on speech emotion recognition: Features, classification schemes, and databases (2010)A constant error in psychological ratings. (1920)Personality: A Psychological Interpretation (1938)Principles of Behavior (1944)The Intuitive Psychologist And His Shortcomings: Distortions in the Attribution Process (1977)A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition. (2002)Universal dimensions of social cognition: warmth and competence (2006)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)An approach to environmental psychology (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Self-Efficacy: A Theoretical Analysis of Its Determinants and Malleability (1992)Validity of psychological assessment: Validation of inferences from persons' responses and performances as scientific inquiry into score meaning. (1995)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)An Integrative Model Of Organizational Trust (1995)Five Misunderstandings About Case-Study Research (2004)Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. (1979)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 2025Advances in Consumer Research13,486 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,502 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 2002Principles of Categorization3,974 cited
  • 1990A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation3,365 cited
  • 1956Perception and the Representative Design of Psychological Experiments2,974 cited
  • 1946Forming impressions of personality.2,829 cited
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  • 2003Vocal communication of emotion: A review of research paradigms2,039 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1994Stereotypes as energy-saving devices: A peek inside the cognitive toolbox.1,105 cited
  • 1996The effect of the servicescape on customers’ behavioral intentions in leisure service settings884 cited
  • 2004The psychology of stereotyping751 cited
  • 2008Interaction Orientation and Firm Performance

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701 cited
  • 1957Assimilation and contrast effects in reactions to communication and attitude change.658 cited
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