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

Published Online:https://doi.org/10.1287/serv.2022.0040

References

  • Agthe M, Spörrle M, Maner JK (2011) Does being attractive always help? Positive and negative effects of attractiveness on social decision making. Personality Soc. Psych. Bull. 37(8):1042–1054.CrossrefGoogle Scholar
  • Ahearne M, Gruen TW, Jarvis CB (1999) If looks could sell: Moderation and mediation of the attractiveness effect on salesperson performance. Internat. J. Res. Marketing 16(4):269–284.CrossrefGoogle Scholar
  • Andreoni J, Petrie R (2008) Beauty, gender and stereotypes: Evidence from laboratory experiments. J. Econom. Psych. 29(1):73–93.CrossrefGoogle Scholar
  • Baek H, Ahn J, Choi Y (2012) Helpfulness of online consumer reviews: Readers’ objectives and review cues. Internat. J. Electron. Commerce 17(2):99–126.CrossrefGoogle Scholar
  • Berry DS (1991) Attractive faces are not all created equal: Joint effects of facial babyishness and attractiveness on social perception. Personality Soc. Psych. Bull. 17(5):523–531.CrossrefGoogle Scholar
  • Berscheid E, Dion K, Walster E, William Walster G (1971) Physical attractiveness and dating choice: A test of the matching hypothesis. J. Experiment. Soc. Psych. 7(2):173–189.CrossrefGoogle Scholar
  • Biswas D, Biswas A (2004) The diagnostic role of signals in the context of perceived risks in online shopping: Do signals matter more on the Web? J. Interactive Marketing 18(3):30–45.CrossrefGoogle Scholar
  • Buechner VL, Maier MA, Lichtenfeld S, Elliot AJ (2015) Emotion expression and color: Their joint influence on perceived attractiveness and social position. Curr. Psych. 34(2):422–433.CrossrefGoogle Scholar
  • Cao Y, Guan F, Li Z, Yang YG (2020) Analysts’ beauty and performance. Management Sci. 66(9):4315–4335.LinkGoogle Scholar
  • Chaiken S (1980) Heuristic versus systematic information processing and the use of source versus message cues in persuasion. J. Personality Soc. Psych. 39(5):752–766.CrossrefGoogle Scholar
  • Dawar N, Parker P (1994) Marketing universals: Consumers’ use of brand name, price, physical appearance, and retailer reputation as signals of product quality. J. Marketing 58(2):81–95.CrossrefGoogle Scholar
  • Dion K, Berscheid E, Walster E (1972) What is beautiful is good. J. Personality Soc. Psych. 24(3):285–290.CrossrefGoogle Scholar
  • Fang B, Fu X, Liu S, Cai S (2021) Post-purchase warranty and knowledge monetization: Evidence from a paid-knowledge platform. Inform. Management 58(3):103446.CrossrefGoogle Scholar
  • Feingold A (1992) Good-looking people are not what we think. Psych. Bull. 111(2):304–341.CrossrefGoogle Scholar
  • Forman C, Ghose A, Wiesenfeld B (2008) Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets. Inform. Systems Res. 19(3):291–313.LinkGoogle Scholar
  • Fu WW, Sim CC (2011) Aggregate bandwagon effect on online videos’ viewership: Value uncertainty, popularity cues, and heuristics. J. Amer. Soc. Inform. Sci. Tech. 62(12):2382–2395.CrossrefGoogle Scholar
  • Fu X, Liu S, Fang B, Luo X, Cai S (2020) How do expectations shape consumer satisfaction? An empirical study on knowledge products. J. Electronic Commerce Res. 21(1):1–20.Google Scholar
  • Gabbott M, Hogg G (2000) An empirical investigation of the impact of non‐verbal communication on service evaluation. Eur. J. Marketing 34(3/4):384–398.CrossrefGoogle Scholar
  • Gong Y, Wang H, Xia Q, Zheng L, Shi Y (2021) Factors that determine a patient’s willingness to physician selection in online healthcare communities: A trust theory perspective. Tech. Soc. 64:101510.CrossrefGoogle Scholar
  • Hamermesh DS, Biddle JE (1994) Beauty and the labor market. Amer. Econom. Rev. 84(5):1174–1194.Google Scholar
  • iiMedia Research (2023) Report on the current situation and development prospect of China’s Knowledge payment industry in 2023. Accessed January 16, 2024, https://www.iimedia.cn/c400/92443.html.Google Scholar
  • James LR, Demaree RG, Wolf G (1984) Estimating withingroup interrater reliability with and without response bias. J. Appl. Psych. 69(1):85–98.CrossrefGoogle Scholar
  • Kahle LR, Homer PM (1985) Physical attractiveness of the celebrity endorser: A social adaptation perspective. J. Consumer Res. 11(4):954.CrossrefGoogle Scholar
  • Keh HT, Ren R, Hill SR, Li X (2013) The beautiful, the cheerful, and the helpful: The effects of service employee attributes on customer satisfaction. Psych. Marketing 30(3):211–226.CrossrefGoogle Scholar
  • Kim D, Benbasat I (2009) Trust-assuring arguments in B2C E-commerce: Impact of content, source, and price on trust. J. Management Inform. Systems 26(3):175–206.CrossrefGoogle Scholar
  • Kim DJ, Ferrin DL, Raghav Rao H (2009) Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Inform. Systems Res. 20(2):237–257.LinkGoogle Scholar
  • Koernig SK, Page AL (2002) What if your dentist looked like Tom Cruise? Applying the match-up hypothesis to a service encounter. Psych. Marketing 19(1):91–110.CrossrefGoogle Scholar
  • Kumar V, Mirchandani R (2012) Increasing the ROI of social media marketing. MIT Sloan Management Rev. 54(1):54–61.Google Scholar
  • Langlois JH, Kalakanis L, Rubenstein AJ, Larson A, Hallam M, Smoot M (2000) Maxims or myths of beauty? A meta-analytic and theoretical review. Psych. Bull. 126(3):390–423.CrossrefGoogle Scholar
  • Lee SM, Lee D (2020) ‘Untact’: A new customer service strategy in the digital age. Service Bus. 14(1):1–22.CrossrefGoogle Scholar
  • Li L, Lee KY, Yang S-B (2019) Exploring the effect of heuristic factors on the popularity of user-curated ‘Best places to visit’ recommendations in an online travel community. Inform. Processing Management 56(4):1391–1408.CrossrefGoogle Scholar
  • Li Y, Zhang C, Laroche M (2019) Is beauty a premium? A study of the physical attractiveness effect in service encounters. J. Retailing Consumer Service 50:215–225.CrossrefGoogle Scholar
  • Li C, Lin A-P, Lu H, Veenstra K (2020) Gender and beauty in the financial analyst profession: Evidence from the United States and China. Rev. Accounting Stud. 25(4):1230–1262.CrossrefGoogle Scholar
  • Liu Z, Park S (2015) What makes a useful online review? Implication for travel product websites. Tourism Management 47:140–151.CrossrefGoogle Scholar
  • Ma Z, Sun A, Cong G (2013) On predicting the popularity of newly emerging hashtags in Twitter: On predicting the popularity of newly emerging hashtags in Twitter. J. Amer. Soc. Inform. Sci. Tech. 64(7):1399–1410.CrossrefGoogle Scholar
  • McColl R, Truong Y (2013) The effects of facial attractiveness and gender on customer evaluations during a web-video sales encounter. J. Personality Sell Sales Management 33(1):117–128.CrossrefGoogle Scholar
  • Morrow PC (1990) Physical attractiveness and selection decision making. J. Management 16(1):45–60.Google Scholar
  • Nisbett RE, Wilson TD (1977) The halo effect: Evidence for unconscious alteration of judgments. J. Personality Soc. Psych. 35(4):250–256.CrossrefGoogle Scholar
  • Ohanian R (1991) The impact of celebrity spokespersons’ perceived image on consumers’ intention to purchase. J. Advertising Res. 31(1):46–54.Google Scholar
  • Ohanian R (1990) Construction and validation of a scale to measure celebrity endorsers’ perceived expertise, trustworthiness, and attractiveness. J. Advertising 19(3):39–52.CrossrefGoogle Scholar
  • Oliver RL (1980) A cognitive model of the antecedents and consequences of satisfaction decisions. J. Marketing Res. 17(4):460–469.CrossrefGoogle Scholar
  • Oliver RL (1993) Cognitive, affective, and attribute bases of the satisfaction response. J. Consumer Res. 20(3):418.CrossrefGoogle Scholar
  • Oliver RL, Burke RR (1999) Expectation processes in satisfaction formation: A field study. J. Service Res. 1(3):196–214.CrossrefGoogle Scholar
  • Palermo R, Rhodes G (2007) Are you always on my mind? A review of how face perception and attention interact. Neuropsychologia 45(1):75–92.CrossrefGoogle Scholar
  • Parrett M (2015) Beauty and the feast: Examining the effect of beauty on earnings using restaurant tipping data. J. Econom. Psych. 49:34–46.CrossrefGoogle Scholar
  • Pavlou PA, Dimoka A (2006) The nature and role of feedback text comments in online marketplaces: Implications for trust building, price premiums, and seller differentiation. Inform. Systems Res. 17(4):392–414.LinkGoogle Scholar
  • Peng L, Cui G, Chung Y, Zheng W (2020) The faces of success: Beauty and ugliness premiums in e-commerce platforms. J. Marketing 84(4):67–85.CrossrefGoogle Scholar
  • PRWireCenter (2023) Online paid knowledge market size and share, report 2024–2031. Accessed January 16, 2024, https://www.digitaljournal.com/pr/news/prwirecenter/online-paid-knowledge-market-size-and-share-report-2024-2031#ixzz8OzWOskpb.Google Scholar
  • Rapp A, Beitelspacher LS, Grewal D, Hughes DE (2013) Understanding social media effects across seller, retailer, and consumer interactions. J. Acad. Marketing Sci. 41(5):547–566.CrossrefGoogle Scholar
  • Robinson H, Wysocka A, Hand C (2007) Internet advertising effectiveness: The effect of design on click-through rates for banner ads. Internat. J. Advertising 26(4):527–541.CrossrefGoogle Scholar
  • Ruffle BJ, Shtudiner Z (2015) Are good-looking people more employable? Management Sci. 61(8):1760–1776.LinkGoogle Scholar
  • Ruth RD (2012) Conversation as a source of satisfaction and continuance in a question-and-answer site. Eur. J. Inform. Systems 21(4):427–437.CrossrefGoogle Scholar
  • Samper A, Yang LW, Daniels ME (2018) Beauty, effort, and misrepresentation: How beauty work affects judgments of moral character and consumer preferences. J. Consumer Res. 45(1):126–147.CrossrefGoogle Scholar
  • Seidman G, Miller OS (2013) Effects of gender and physical attractiveness on visual attention to Facebook profiles. Cyberpsych. Behav. Soc. Networks 16(1):20–24.CrossrefGoogle Scholar
  • Söderlund M, Julander C-R (2009) Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction. J. Retailing Consumer Service 16(3):216–226.CrossrefGoogle Scholar
  • Spiller SA, Fitzsimons GJ, Lynch JG, Mcclelland GH (2013) Spotlights, floodlights, and the magic number zero: Simple effects tests in moderated regression. J. Marketing Res. 50(2):277–288.CrossrefGoogle Scholar
  • Szabo G, Huberman BA (2010) Predicting the popularity of online content. Comm. ACM 53(8):80–88.CrossrefGoogle Scholar
  • Till BD, Busler M (2000) The match-up hypothesis: Physical attractiveness, expertise, and the role of fit on brand attitude, purchase intent and brand beliefs. J. Advertising 29(3):1–13.CrossrefGoogle Scholar
  • Trampe D, Stapel DA, Siero FW, Mulder H (2010) Beauty as a tool: The effect of model attractiveness, product relevance, and elaboration likelihood on advertising effectiveness. Psych. Marketing 27(12):1101–1121.CrossrefGoogle Scholar
  • Troncoso I, Luo L (2023) Look the part? the role of profile pictures in online labor markets. Marketing Sci. 42(6):1080–1100.LinkGoogle Scholar
  • Wan LC, Wyer RS (2015) Consumer reactions to attractive service providers: Approach or avoid? J. Consumer Res. 42(4):578–595.Google Scholar
  • Wang S, Beatty SE, Foxx W (2004) Signaling the trustworthiness of small online retailers. J. Interactive Marketing 18(1):53–69.CrossrefGoogle Scholar
  • Wilson RK, Eckel CC (2006) Judging a book by its cover: Beauty and expectations in the trust game. Political Res. Quart. 59(2):189–202.CrossrefGoogle Scholar
  • Wu H, Lu N (2017) Online written consultation, telephone consultation and offline appointment: An examination of the channel effect in online health communities. Internat. J. Medical Inform. 107:107–119.CrossrefGoogle Scholar
  • Yang S-T, Chen Y-Y (2014) A virtual community question and answer suitability determination model. J. Industrial Production Engrg. 31(6):323–338.CrossrefGoogle Scholar
  • Yang S-B, Shin S-H, Joun Y, Koo C (2017) Exploring the comparative importance of online hotel reviews’ heuristic attributes in review helpfulness: A conjoint analysis approach. J. Travel Tourism Marketing 34(7):963–985.CrossrefGoogle Scholar
  • Zadeh AH, Sharda R (2014) Modeling brand post popularity dynamics in online social networks. Decision Support Systems 65:59–68.CrossrefGoogle Scholar
  • Zhang M, Luo L (2023) Can consumer-posted photos serve as a leading indicator of restaurant survival? Evidence from Yelp. Management Sci. 69(1):25–50.LinkGoogle Scholar
  • Zhao Y, Zhao Y, Yuan X, Zhou R (2018) How knowledge contributor characteristics and reputation affect user payment decision in paid Q&A? An empirical analysis from the perspective of trust theory. Electronic Commerce Res. Appl. 31:1–11.CrossrefGoogle Scholar
  • Zhao Y, Peng X, Liu X, Song S, Hansen P (2020) Factors that affect asker’s pay intention in trilateral payment‐based social Q&A platforms: From a benefit and cost perspective. J. Assoc. Inform. Sci. Tech. 71(5):516–528.CrossrefGoogle Scholar
  • Zimmerman A, Dahlberg J (2008) The sexual objectification of women in advertising: A contemporary cultural perspective. J. Advertising Res. 48(1):71–79.CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.