... expressions of emotions Hair color Head pose Impression formation The facial expressions and appearance of service providers influence customer evaluations about the provided services. Prior research has shown that facial expressions such as smiles and positive emotions (Pugh, 2001 ; Tidd...

.../implications Only visual stereotypes of male service providers were explored, confined to the un-met provider condition. Also, the reported studies were exploratory, using small samples. Originality/value The results imply that impression formation and relationship marketing begin with the viewing...