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Titolo:
Ensuring greater satisfaction by engineering salesperson response to customer emotions
Autore:
Menon, K; Dube, L;
Indirizzi:
Wilfrid Laurier Univ, Sch Business & Econ, Waterloo, ON N2L 3C5, Canada Wilfrid Laurier Univ Waterloo ON Canada N2L 3C5 erloo, ON N2L 3C5, Canada McGill Univ, Fac Management, Montreal, PQ H3A 1G5, Canada McGill Univ Montreal PQ Canada H3A 1G5 ment, Montreal, PQ H3A 1G5, Canada
Titolo Testata:
JOURNAL OF RETAILING
fascicolo: 3, volume: 76, anno: 2000,
pagine: 285 - 307
SICI:
0022-4359(200023)76:3<285:EGSBES>2.0.ZU;2-J
Fonte:
ISI
Lingua:
ENG
Soggetto:
COGNITIVE APPRAISAL; SERVICE ENCOUNTER; BEHAVIOR; EXPERIENCE; EXPRESSIONS; PROTOTYPE;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
--discip_BC--
Citazioni:
37
Recensione:
Indirizzi per estratti:
Indirizzo: Menon, K Wilfrid Laurier Univ, Sch Business & Econ, 75 Univ Ave, Waterloo,ON N2L 3C5, Canada Wilfrid Laurier Univ 75 Univ Ave Waterloo ON Canada N2L3C5 anada
Citazione:
K. Menon e L. Dube, "Ensuring greater satisfaction by engineering salesperson response to customer emotions", J RETAILING, 76(3), 2000, pp. 285-307

Abstract

In this research, we develop and empirically investigate a framework to help retail managers engineer effective salesperson response to customer emotions and ensure greater satisfaction. Building on an interpersonal view of emotions, we argue that managers must be familiar with (1) diagnostic cues for assessing emotion-soliciting contexts and how customers generally display these emotions; (2) the normative salesperson responses that customers expect to their different emotions; (3) and the naturally occuring responsesfrom the salesperson as observed by the customers. We report upon an emotional study that tested these arguments for the two negative (anxiety, anger) and two positive (joy, delight) emotions in the context of one of two retail stores (clothing or electronic goods). We find that observed salesperson response that positively disconfirms customers' normative expectations will lead to greater customer satisfaction, across positive and negative emotions. Based on the results, we believe that detailed planning of these moreinterpersonal aspects of a retail strategy may be as critical to customer satisfaction and repeat purchase as the planning of store layout and merchandise.

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Documento generato il 22/10/20 alle ore 09:08:30