The appearance of both service personnel and customers can reinforce or detract from the impression created by the service environment.

Question

Quizplus · Accepted Answer

Both the appearance of service personnel (employees) and customers can influence the overall perception and impression of the service environment. For example, if employees are poorly groomed or dressed inappropriately, it may give the impression of unprofessionalism and lack of care for the customers. Similarly, if customers are disorderly or rude, it creates a negative environment for other customers and service personnel. On the other hand, well-groomed employees and polite and well-behaved customers can reinforce a positive impression of the service environment.

The Appearance of Both Service Personnel and Customers Can Reinforce