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Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender

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  • Darley, William K.
  • Luethge, Denise J.
  • Thatte, Ashish

Abstract

This study examines the relationship of perceived automotive salesperson attributes and customer satisfaction behavior in the purchase experience leading to the patronage of a service department in an automotive dealership. Logistic regression analyses indicate that gender moderates the relationship of the perceived salesperson attributes and customer satisfaction as well as intentions for service department patronage. The model distinguishes users from non-users of the service department and does this better for females than for males. Finally, the paper concludes with a discussion of the managerial implications and directions for future research.

Suggested Citation

  • Darley, William K. & Luethge, Denise J. & Thatte, Ashish, 2008. "Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender," Journal of Retailing and Consumer Services, Elsevier, vol. 15(6), pages 469-479.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:6:p:469-479
    DOI: 10.1016/j.jretconser.2008.01.002
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    Cited by:

    1. Mahama-Musah, Fuseina & Vanhaverbeke, Lieselot & Gillet, Arnaud, 2020. "The impact of personal, market- and product-relevant factors on patronage behaviour in the automobile tyre replacement market," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    2. Mukherjee, Ashesh & Burnham, Thomas & King, Dan, 2021. "Anticipated firm interaction can bias expressed customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Darley, William K. & Luethge, Denise J., 2019. "Service value and retention: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 178-185.
    4. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    5. Lieven, Theo, 2016. "Customers' choice of a salesperson during the initial sales encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 109-116.
    6. Emanuela Maria AVRAM, 2016. "The Relationship Between The University Image And Students' Willingness To Recommend It," CrossCultural Management Journal, Fundația Română pentru Inteligența Afacerii, Editorial Department, issue 2, pages 115-123, December.
    7. Zolfagharian, Mohammad Ali & Paswan, Audhesh, 2009. "Perceived service innovativeness, consumer trait innovativeness and patronage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 155-162.
    8. Marie-Cécile Cervellon & Fanny-Juliet Poujol & John F. Tanner Jr, 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Post-Print hal-03122118, HAL.
    9. Zampieri Grohmann Márcia & Flores Batistella Luciana & Antonio Beuron Thiago & Aita Riss Luciana & Moura Carpes Aletéia de & Lutz Carolina, 2012. "Relação entre materialismo e estilo de consumo: homens e mulheres com comportamento díspare?," Contaduría y Administración, Accounting and Management, vol. 57(1), pages 185-214, enero-mar.
    10. Babin, Barry J. & Griffin, Mitch & Borges, Adilson & Boles, James S., 2013. "Negative emotions, value and relationships: Differences between women and men," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 471-478.
    11. Cervellon, Marie-Cécile & Poujol, Juliet F. & Tanner, J.F., 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 191-201.
    12. Ezhil Kumar, Madhumitha & Sharma, Dheeraj P. & Tapar, Archit V., 2021. "Out-of-stock justifications and consumers’ behavioral outcomes– exploring the role of product type and sales level information in out-of-stock situations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

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