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Customers' choice of a salesperson during the initial sales encounter

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  • Lieven, Theo

Abstract

In retailing, the initial encounter of a customer with a salesperson (SP) is crucial. Easily accessible cues, such as physical, task, or social attractiveness, may help in the choice process of an SP. Another cue is SP gender. Enhancing the current literature about brand gender, this research analyzes a possible match between brand and SP gender including aspects of physical, task, and social attractiveness characteristics, as well as the customers' requirements of rather core or relational aspects for the specific brand. Androgynous brands that attracted attention in recent publications are included in the analyses as well.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:joreco:v:32:y:2016:i:c:p:109-116
    DOI: 10.1016/j.jretconser.2016.06.005
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    References listed on IDEAS

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    Cited by:

    1. Otterbring, Tobias & Bhatnagar, Roopali & Samuelsson, Peter & Borau, Sylvie, 2021. "Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    2. Kurata, Hisashi, 2019. "Is the information of customer types and preferences to personal selling worth the investment in innovative technology? A modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 371-379.
    3. Lessassy, Léopold, 2023. "Investigating a three-way interaction of manufacturer control, retail control and dependence on salesforce performance. Does the role of frontline employees matters ?," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).

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