Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies? | |
Wang, Xuehua1; Chow, Cheris W. C.2; Luk, Chung Leung3 | |
刊名 | PSYCHOLOGY & MARKETING
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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. |
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