Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?

doi:10.1002/mar.20655

CORC > 上海财经大学 > 上海财经大学

	Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?
	Wang, Xuehua 1; Chow, Cheris W. C.2; Luk, Chung Leung 3
刊名	PSYCHOLOGY & MARKETING
	2013-10
卷号	30 期号:10 页码:918-933
ISSN号	0742-6046
DOI	10.1002/mar.20655
英文摘要	Upscalex stores selling luxury brands from Western, developed countries are having a strong presence in many emerging markets. However, it is not uncommon to find that the service employees of these stores are arrogant and inhospitable. This article uses a dual attitudes perspective to show how service employee arrogance affects customers' attitudes and purchase intentions toward luxury brands in emerging markets. Experimental findings show that arrogance produces dual attitudes, with positive implicit attitudes exerting a stronger influence than unfavorable explicit attitudes on purchase intentions. In addition, for customers with high self-esteem, service employee arrogance has a negative effect on their purchase intentions. In line with the expectation disconfirmation model, when service employees change their arrogant attitudes and subsequently show hospitality, customers also change their expectations. When the improved service exceeds customers' expectations, their explicit attitudes turn positive and exert a stronger influence on purchase intentions than when service employees are consistently hospitable. (C) 2013 Wiley Periodicals, Inc.
WOS研究方向	Business & Economics ; Psychology
语种	英语
出版者	WILEY-BLACKWELL
WOS记录号	WOS:000324031800007
内容类型	期刊论文
源URL	[http://10.2.47.112/handle/2XS4QKH4/1918]
专题	上海财经大学
通讯作者	Wang, Xuehua
作者单位	1.Shanghai Univ Finance & Econ, Shanghai 200433, Peoples R China; 2.Univ Macau, Taipa, Peoples R China; 3.City Univ Hong Kong, Hong Kong, Hong Kong, Peoples R China
推荐引用方式 GB/T 7714	Wang, Xuehua,Chow, Cheris W. C.,Luk, Chung Leung. Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?[J]. PSYCHOLOGY & MARKETING,2013,30(10):918-933.
APA	Wang, Xuehua,Chow, Cheris W. C.,&Luk, Chung Leung.(2013).Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?.PSYCHOLOGY & MARKETING,30(10),918-933.
MLA	Wang, Xuehua,et al."Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?".PSYCHOLOGY & MARKETING 30.10(2013):918-933.