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Cited by 297

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

Contact personnel, physical environment and the perceived corporate image of intangible services by new clients

Nguyen, Nha, Leblanc, Gaston·2002·International Journal of Service Industry Management
DOI 10.1108/09564230210431965
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Abstract

The purpose of this article is to evaluate empirically the impact of contact personnel and physical environment on the perception of corporate image by new clients by using the hierarchical multiple regression analysis capable of exploring the potential presence of higher order and interaction terms. With data collected in two service industries, namely 272 new clients of a life insurance company and 238 travellers in a hotel, a linear relationship with corporate image was statistically confirmed for contact personnel, while a potential curvilinear relationship was found for physical environment. The results reveal the significant effect of both contact personnel and physical environment, as well as their interactive effects on corporate image. The managerial and research implications of the reported study are discussed.

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Research works printed but not linked: 38

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Metadata

Authors
Nguyen, N., & Leblanc, G.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2002-08-01
Volume
13
Issue
3
Pages
242-262
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564230210431965
OpenAlex
W2155681216
Cited by
297
References
3
FWCI
3.64
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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CoChat. (2026). Citation check: Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. https://app.cochat.ai/papers/10.1108/09564230210431965
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Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. International Journal of Service Industry Management. https://doi.org/10.1108/09564230210431965

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