IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v15y2008i6p469-479.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698908000039
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2008.01.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Petty, Richard E & Cacioppo, John T & Schumann, David, 1983. "Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(2), pages 135-146, September.
    2. Candida G. Brush, 1992. "Research on Women Business Owners: Past Trends, a New Perspective and Future Directions," Entrepreneurship Theory and Practice, , vol. 16(4), pages 5-30, July.
    3. Marie-Thérèse CLAES, 1999. "Women, men and management styles," International Labour Review, International Labour Organization, vol. 138(4), pages 431-446, December.
    4. Edward Conlon & Sarv Devaraj & Khalil F. Matta, 2001. "The Relationship Between Initial Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry," Management Science, INFORMS, vol. 47(9), pages 1191-1202, September.
    5. Beatty, Sharon E & Smith, Scott M, 1987. "External Search Effort: An Investigation across Several Product Categories," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(1), pages 83-95, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. Njoku, Judith Nkechinyere & Nwakanma, Cosmas Ifeanyi & Lee, Jae-Min & Kim, Dong-Seong, 2024. "Evaluating regression techniques for service advisor performance analysis in automotive dealerships," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. 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.
    13. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gaia Rubera & Andrea Ordanini & David Mazursky, 2010. "Toward a contingency view of new product creativity: Assessing the interactive effects of consumers," Marketing Letters, Springer, vol. 21(2), pages 191-206, June.
    2. Yukihiro Miwa & Makoto Morisada & Wirawan D. Dahana, 2017. "Investigating the Impacts of Individual Traits and Product Characteristics on Customer Evaluation of Sweepstakes," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 1-16, October.
    3. van Birgelen, Marcel & de Ruyter, Ko & Wetzels, Martin, 2003. "The impact of attitude strength on customer-oriented priority setting by decision-makers: An empirical investigation," Journal of Economic Psychology, Elsevier, vol. 24(6), pages 763-783, December.
    4. Davies, Antony & Cline, Thomas W., 2005. "A consumer behavior approach to modeling monopolistic competition," Journal of Economic Psychology, Elsevier, vol. 26(6), pages 797-826, December.
    5. Chao-Ming Yang & Chia-Shun Shih, 2019. "Symbolic Consumption of Advertisements for Male Perfumes: Effects of Advertising Appeals and Product Involvement on Advertising Effectiveness," Research in World Economy, Research in World Economy, Sciedu Press, vol. 10(3), pages 160-173, December.
    6. Hart O. Awa & Christen A. Nwuche, 2010. "Cognitive Consistency in Purchase Behaviour: Theoretical & Empirical Analyses," International Journal of Psychological Studies, Canadian Center of Science and Education, vol. 2(1), pages 1-44, June.
    7. Angshuman Ghosh & Sanjeev Varshney & Pingali Venugopal, 2014. "Social Media WOM: Definition, Consequences and Inter-relationships," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(3), pages 293-308, August.
    8. Spiekermann, Sarah & Strobel, Martin & Temme, Dirk, 2002. "Drivers and impediments of consumer online information search: Self-controlled versus agent-based search in a high involvement context," SFB 373 Discussion Papers 2002,37, Humboldt University of Berlin, Interdisciplinary Research Project 373: Quantification and Simulation of Economic Processes.
    9. M. Rodríguez-Santos & Ana González-Fernández & Miguel Cervantes-Blanco, 2013. "An analysis of the construct “involvement” in consumer behaviour," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1105-1123, February.
    10. Loibl, Cäzilia & Hira, Tahira K., 2009. "Investor information search," Journal of Economic Psychology, Elsevier, vol. 30(1), pages 24-41, February.
    11. Rokonuzzaman, Md & Harun, Ahasan & Al-Emran, Md & Prybutok, Victor R., 2020. "An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    12. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    13. Stallen, Mirre & Smidts, Ale & Rijpkema, Mark & Smit, Gitty & Klucharev, Vasily & Fernández, Guillén, 2010. "Celebrities and shoes on the female brain: The neural correlates of product evaluation in the context of fame," Journal of Economic Psychology, Elsevier, vol. 31(5), pages 802-811, October.
    14. Aurora A.C. Teixeira & Rosa Portela Forte, 2009. "Unbounding entrepreneurial intents of university students: a multidisciplinary perspective," FEP Working Papers 322, Universidade do Porto, Faculdade de Economia do Porto.
    15. O'Cass, A., 2000. "An assessment of consumers product, purchase decision, advertising and consumption involvement in fashion clothing," Journal of Economic Psychology, Elsevier, vol. 21(5), pages 545-576, October.
    16. Jakina Debnam, 2017. "Selection Effects and Heterogeneous Demand Responses to the Berkeley Soda Tax Vote," American Journal of Agricultural Economics, Agricultural and Applied Economics Association, vol. 99(5), pages 1172-1187.
    17. Li, Hui & Xu, Yunjie & Huang, Lihua, 2021. "When less is more? The contingent effect of product supply limitation in the release of new electronic products," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    18. Dong Hoo Kim & Doori Song, 2019. "Can brand experience shorten consumers’ psychological distance toward the brand? The effect of brand experience on consumers’ construal level," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 255-267, May.
    19. Hsu, Chia-Lin & Chang, Chi-Ya & Yansritakul, Chutinart, 2017. "Exploring purchase intention of green skincare products using the theory of planned behavior: Testing the moderating effects of country of origin and price sensitivity," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 145-152.
    20. Nan Langowitz & Maria Minniti, 2007. "The Entrepreneurial Propensity of Women," Entrepreneurship Theory and Practice, , vol. 31(3), pages 341-364, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:15:y:2008:i:6:p:469-479. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.