A study of customers of coffee shops in the Republic of Korea suggests that they would willingly revisit the same outlet if the staff have an attractive and well-dressed appearance. Whereas they often feel less satisfied by their experience if the staff are not and a second visit to the same establishment is then unlikely, according to research published in the International Journal of Services, Economics and Management.
In the hospitality industry, staff interactions with consumers are crucial to operations and influence consumer satisfaction revisit intention. Now, Byoungho Lee and Jinkyung Choi of Woosong University, in Daejeon, South Korea, surveyed coffee shop customers with respect to perceptions and attitudes. Whereas there have been numerous studies of attractiveness and customer service in other settings, coffee shops per se have not been a focus of many studies. The team’s findings could help coffee shop owners or managers improve consumer satisfaction by influencing perceived attitudes toward the appearance of staff and their clothes or uniform.
The team emphasizes that the attractiveness to customers of service personnel in this environment may not be solely about facial attractiveness, but their personal grooming, overall demeanour, and attitude as well as how smartly dressed they are and how well-kempt their uniform. The findings perhaps offer a new definition of attractiveness in terms of staff appearance and uniforms in cafes and restaurants and could help guide management to improve the customer experience by their guiding service staff.
Lee, B. and Choi, J. (2020) ‘Effect of staff appearance on customer satisfaction and revisit intention’, Int. J. Services, Economics and Management, Vol. 11, No. 2, pp.119–136.
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