There were two different instruments used in the experiment. The instrument for the receptionists and social workers was a simple 100-mm line representing a continuum from ‘unattractive physical appearance’ on the left side, to ‘very attractive’ on the right. They were asked to note at what point on the line the appearance of the guest they provided a service to should be placed, in their opinion. Some basic demographic data about receptionists and social workers were collected (their age, sex, education and the length of their professional experience).