Employee attractiveness and customers' service failure perceptions

Abstract

This study aims to explore how hotel customers in Turkey respond to service failures when the service personnel they interact with are attractive or not. Based on 239 scenario-based surveys, it is established that customers are positively influenced by the attractiveness of service personnel. The findings point out that there are marked differences in terms of the type of service failure experience and hotel customers' gender, income, and the level of education. The study has important theoretical and practical implications.