JOURNAL ARTICLE

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

  • Published In: Service Science (INFORMS), 2024, v. 16, n. 4. P. 332 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Chiu, Ya-Ling; Wang, Jying-Nan; Hsu, Yuan-Teng 3 of 3

Abstract

This article examines the impact of facial attractiveness on the popularity and customer satisfaction of experts providing paid knowledge services on an online expert question-and-answer (EQA) platform in China. Using empirical data from 7,525 lawyers on the Jiuwen website, the study found that facial attractiveness positively influences experts' popularity but negatively affects customer satisfaction, with these effects moderated by gender. Specifically, facial attractiveness has a stronger positive effect on popularity for female experts than for male experts, while it negatively impacts satisfaction only for female experts. The findings highlight the complex role of facial attractiveness in online paid knowledge services and suggest implications for platform design, expert self-presentation, and future research on heuristic and systematic factors influencing user perceptions.

Additional Information

  • Source:Service Science (INFORMS). 2024/12, Vol. 16, Issue 4, p332
  • Document Type:Article
  • Subject Area:Business and Management
  • Publication Date:2024
  • ISSN:2164-3962
  • DOI:10.1287/serv.2022.0040
  • Accession Number:181524424
  • Copyright Statement:Copyright of Service Science (INFORMS) is the property of INFORMS: Institute for Operations Research & the Management Sciences and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

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