Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients

Archive ouverte : Article de revue

Cervellon, Marie-Cécile | Poujol, Fanny-Juliet | Jr, John F. Tanner

Edité par HAL CCSD ; Elsevier

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.

Consulter en ligne

Suggestions

Du même auteur

Shopping orientations as antecedents to channel choice in the French grocer...

Archive ouverte: Article de revue

Cervellon, Marie-Cécile | 2015

This paper investigates the influence of consumer shopping orientations on grocery channel attractiveness and choice. It extends the concept of shopping orientation (utilitarian and hedonic) to account for emerging motivations amo...

Should Luxury be described in a concrete language? The influence of online ...

Archive ouverte: Proceedings / Recueil de communications

Cervellon, Marie-Cécile | 2016-04

This research uses the Construal Level Theory framework (Trope & Liberman, 2010) to understand the influence of product description on purchasing luxury vs. accessible products online. In a field experiment, French participants (n...

Du même sujet

Droit international humanitaire coutumier. Volume I, Règles / Jean-Marie He...

Livre | Henckaerts, Jean-Marie (19..-....). Auteur | 2006

The shifting border : legal cartographies of migration and mobility : Ayele...

Livre | Shachar, Ayelet (1966-....). Auteur | 2020

The border is one of the most urgent issues of our times. We tend to think of a border as a static line, but recent bordering techniques have broken away from the map, as governments have developed legal tools to limit the rights ...

Gender roles and sexuality in Victorian literature / edited by Christopher ...

Livre | Parker, Christopher (1941-....). Éditeur scientifique | 1995

The abuse of power : confronting injustice in public life / Theresa May.

Livre | May, Theresa (1956-)

Former Prime Minister Theresa May exposes the abuse of power by public institutions and politicians in a series of riveting first-hand accounts from her time in office.

States of Injury : Power and Freedom in Late Modernity / Wendy Brown.

Livre | Brown, Wendy

Argues that efforts to outlaw hate speech and pornography legitimize the state. This book insists that true democracy requires sharing power, not regulation by it. It applies this argument to various topics, from the basis of liti...

International refugee law and socio-economic rights : refuge from deprivati...

Livre | Foster, Michelle (1972-) | 2009

This volume considers the cutting edge issue of refugee claims based on the deprivation of socio-economic rights. It contains extensive original case-law research across five common law jurisdictions on an important contemporary i...

Chargement des enrichissements...