Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients
| العنوان: | Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients |
|---|---|
| المؤلفون: | Marie-Cécile Cervellon, Juliet F. Poujol, John F. Tanner |
| المساهمون: | EDHEC Business School (EDHEC), Université catholique de Lille (UCL), Centre d'Etudes et de Recherches sur les Organisations et la Stratégie (CEROS), Université Paris Nanterre (UPN), Old Dominion University [Norfolk] (ODU), École des hautes études commerciales du Nord (EDHEC) |
| المصدر: | Journal of Retailing and Consumer Services Journal of Retailing and Consumer Services, 2019, 51, pp.191-201. ⟨10.1016/j.jretconser.2019.04.013⟩ Journal of Retailing and Consumer Services, Elsevier, 2019, 51, pp.191-201. ⟨10.1016/j.jretconser.2019.04.013⟩ |
| بيانات النشر: | HAL CCSD, 2019. |
| سنة النشر: | 2019 |
| مصطلحات موضوعية: | Marketing, Expectancy theory, Service (business), interpersonal orientation, media_common.quotation_subject, 05 social sciences, customer stereotypes, luxury car industry, Advertising, Context (language use), Stereotype, Interpersonal communication, Customer orientation, Excellence, Orientation (mental), 0502 economics and business, gender, [SHS.GESTION]Humanities and Social Sciences/Business administration, 050211 marketing, luxury retail, Psychology, 050203 business & management, status, media_common |
| الوصف: | International audience; This paper investigates how the activation of a customer stereotype affects salespersons' interpersonal orientation in the context of luxury car purchases. The results of three complementary studies (observation in-situ, survey among luxury car clients, lab-experiment among apprentice-salespeople) indicate that status trumps gender; Gender-stereotypes are activated only when status is not, indicating the expectancy-based nature of sales stereotyping. Our research highlights the mechanism that leads to privileged behaviors: salespeople attribute a higher purchase budget to clients with visible signs of status. Addressing changes in customer orientation is particularly important in luxury retail settings where service excellence is a priority. |
| اللغة: | English |
| تدمد: | 0969-6989 |
| DOI: | 10.1016/j.jretconser.2019.04.013⟩ |
| DOI: | 10.1108/09564230910964390/full/html |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_dedup___::af887dcdd5eaea75d09f4e9236bc307d https://hal.parisnanterre.fr/hal-03122118 |
| Rights: | OPEN |
| رقم الانضمام: | edsair.doi.dedup.....af887dcdd5eaea75d09f4e9236bc307d |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 09696989 |
|---|---|
| DOI: | 10.1016/j.jretconser.2019.04.013⟩ |