Effects of the new COVID-19 normal on customer satisfaction: Can facemasks level off the playing field between average-looking and attractive-looking employees?

ABSTRACT

The attractiveness of service employees can have a significant impact on customer attitudes and behaviors. While frontline employees can reduce the risk of the COVID-19 transmission and infection by wearing facemasks, doing so can also influence customers' perceptions of employees' attractiveness and thus affect customer satisfaction. Based on the Gestalt theory, this study explores the impact of hotel employees' facemask-wearing on customer satisfaction through two experimental studies. The results indicate that average-looking frontline employees who wear facemasks induce high levels of customer satisfaction. However, while the impact of wearing facemasks on customer satisfaction is not significant for attractive-looking male frontline employees, attractive-looking female frontline employees who wear facemasks induce lower customer satisfaction. Customers' perception of employees' physical attractiveness fully mediates the effects of wearing facemasks on customer satisfaction in the case of average-looking employees. Customers' self-perceived physical attractiveness moderates the mediated effects. Implications that can help hotel managers improve customers' service evaluations during the COVID-19 pandemic are provided.