IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v53y2020ics0969698919305892.html
   My bibliography  Save this article

Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness

Author

Listed:
  • Fatima, Johra Kayeser
  • Di Mascio, Rita
  • Sharma, Piyush

Abstract

Past research mostly ignores the link between customers' purchase orientations and their engagement with frontline service employees. This paper addresses this gap by using socio-emotional selectivity theory to investigate the effects of customers’ self-indulgence/control on their rapport building efforts with frontline service employees and on their own happiness. It also explores the moderating effects of age, gender and shopping day on the impact of self-indulgence/control on happiness. Data from 252 Australian customers shows that self-control has no significant influence on rapport or happiness while rapport and self-indulgence positively affect happiness. Finally, all the moderating effects only find partial support.

Suggested Citation

  • Fatima, Johra Kayeser & Di Mascio, Rita & Sharma, Piyush, 2020. "Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    • Handle: RePEc:eee:joreco:v:53:y:2020:i:c:s0969698919305892
    DOI: 10.1016/j.jretconser.2019.101967
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698919305892
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2019.101967?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. Wood, Michael, 1998. "Socio-economic status, delay of gratification, and impulse buying," Journal of Economic Psychology, Elsevier, vol. 19(3), pages 295-320, June.
    2. Drazen Prelec & George Loewenstein, 1991. "Decision Making Over Time and Under Uncertainty: A Common Approach," Management Science, INFORMS, vol. 37(7), pages 770-786, July.
    3. Robert J. Fisher & Laurette Dub, 2005. "Gender Differences in Responses to Emotional Advertising: A Social Desirability Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 31(4), pages 850-858, March.
    4. Badgaiyan, Anant Jyoti & Verma, Anshul, 2015. "Does urge to buy impulsively differ from impulsive buying behaviour? Assessing the impact of situational factors," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 145-157.
    5. Ran Kivetz & Anat Keinan, 2006. "Repenting Hyperopia: An Analysis of Self-Control Regrets," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(2), pages 273-282, July.
    6. Gershuny, Jonathan, 2000. "Changing Times: Work and Leisure in Postindustrial Society," OUP Catalogue, Oxford University Press, number 9780198287872.
    7. Anderson, Laurel & Ostrom, Amy L. & Corus, Canan & Fisk, Raymond P. & Gallan, Andrew S. & Giraldo, Mario & Mende, Martin & Mulder, Mark & Rayburn, Steven W. & Rosenbaum, Mark S. & Shirahada, Kunio & W, 2013. "Transformative service research: An agenda for the future," Journal of Business Research, Elsevier, vol. 66(8), pages 1203-1210.
    8. Fatima, Johra Kayeser & Di Mascio, Rita, 2018. "Reversing the dependency-trust relationship in B2C services," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 1-10.
    9. Septianto, Felix, 2017. "Work more and indulge more: Exploring the self-licensing effect of hard work on likelihood to purchase hedonic products," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 235-239.
    10. Suresh Ramanathan & Patti Williams, 2007. "Immediate and Delayed Emotional Consequences of Indulgence: The Moderating Influence of Personality Type on Mixed Emotions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(2), pages 212-223, May.
    11. Thomas Allard & Katherine White, 2015. "Cross-Domain Effects of Guilt on Desire for Self-Improvement Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 42(3), pages 401-419.
    12. Rook, Dennis W & Fisher, Robert J, 1995. "Normative Influences on Impulsive Buying Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 22(3), pages 305-313, December.
    13. Odekerken-Schroder, Gaby & De Wulf, Kristof & Schumacher, Patrick, 2003. "Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality," Journal of Business Research, Elsevier, vol. 56(3), pages 177-190, March.
    14. Sarstedt, Marko & Hair, Joseph F. & Ringle, Christian M. & Thiele, Kai O. & Gudergan, Siegfried P., 2016. "Estimation issues with PLS and CBSEM: Where the bias lies!," Journal of Business Research, Elsevier, vol. 69(10), pages 3998-4010.
    15. Hoch, Stephen J & Loewenstein, George F, 1991. "Time-Inconsistent Preferences and Consumer Self-Control," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 492-507, March.
    16. Loureiro, Sandra Maria Correia & Roschk, Holger, 2014. "Differential effects of atmospheric cues on emotions and loyalty intention with respect to age under online/offline environment," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 211-219.
    17. Gershuny, Jonathan, 2005. "Busyness as the badge of honour for the new superordinate working class," ISER Working Paper Series 2005-09, Institute for Social and Economic Research.
    18. Macintosh, Gerrard, 2009. "Examining the antecedents of trust and rapport in services: Discovering new interrelationships," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 298-305.
    19. Nawel Ayadi & Magali Giraud & Christine Gonzalez, 2013. "An investigation of consumers' self-control mechanisms when confronted with repeated purchase temptations: Evidence from online private sales," Post-Print halshs-00801296, HAL.
    20. Ayadi, Nawel & Giraud, Magali & Gonzalez, Christine, 2013. "An investigation of consumers' self-control mechanisms when confronted with repeated purchase temptations: Evidence from online private sales," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 272-281.
    21. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    22. Petersen, Francine Espinoza & Dretsch, Heather Johnson & Komarova Loureiro, Yuliya, 2018. "Who needs a reason to indulge? Happiness following reason-based indulgent consumption," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 170-184.
    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. Malik, Faiza & Ishaq, Muhammad Ishtiaq, 2023. "Impact of minimalist practices on consumer happiness and financial well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    2. Pangarkar, Aniruddha & Arora, Vibha & Shukla, Yupal, 2022. "Exploring phygital omnichannel luxury retailing for immersive customer experience: The role of rapport and social engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Hussain, Ali & Abid, Muhammad Farrukh & Shamim, Amjad & Ting, Ding Hooi & Toha, Md Abu, 2023. "Videogames-as-a-service: How does in-game value co-creation enhance premium gaming co-creation experience for players?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Paramita, Widya & Purnomo, Boyke R. & Virgosita, Risa & Wibowo, Amin, 2022. "Small is beautiful: Insights from the broaden-and-build theory of positive emotions on layoff decision in micro and small enterprises," Journal of Business Venturing Insights, Elsevier, vol. 18(C).
    5. Shilong Wei & Muhammad Safdar Sial & Ubaldo Comite & Phung Anh Thu & Daniel Badulescu & József Popp, 2021. "An Examination to Explain the Mechanism of Employees’ Environment-Specific Behavior through CSR and Work Engagement from the Perspective of Stewardship Theory," IJERPH, MDPI, vol. 18(17), pages 1-20, September.
    6. Paramita, Widya & Zulfa, Naila & Rostiani, Rokhima & Widyaningsih, Yulia A. & Sholihin, Mahfud, 2021. "Ethics support through rapport: Elaborating the impact of service provider rapport on ethical behaviour intention of the tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Eunhee Erica Ko & Minho Cho, 2022. "Exploring Determinants of Tourists’ Ethical Behavior Intention for Sustainable Tourism: The Role of Both Pursuit of Happiness and Normative Goal Framing," Sustainability, MDPI, vol. 14(15), pages 1-17, July.
    8. Heydari, Ali & Laroche, Michel & Paulin, Michèle & Richard, Marie-Odile, 2021. "Hofstede's individual-level indulgence dimension: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(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. Farah, Maya F. & Ramadan, Zahy B., 2017. "Disruptions versus more disruptions: How the Amazon dash button is altering consumer buying patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 54-61.
    2. Didi Alaoui, Mohamed & Valette-Florence, Pierre & Cova, Véronique, 2022. "How psychological distance shapes hedonic consumption: The moderating role of the need to justify," Journal of Business Research, Elsevier, vol. 146(C), pages 57-69.
    3. Kayeser Fatima, Johra & Khan, Md Irfanuzzaman & Bahmannia, Somayeh & Chatrath, Sarvjeet Kaur & Dale, Naomi F. & Johns, Raechel, 2024. "Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    4. Chandan Parsad & Sanjeev Prashar & Vijay Sai Tata, 2017. "Understanding nature of store ambiance and individual impulse buying tendency on impulsive purchasing behaviour: an emerging market perspective," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 44(4), pages 297-311, December.
    5. Jamie L. Grigsby & Robert D. Jewell & Colin Campbell, 2021. "Have your cake and eat it too: how invoking post-purchase hyperopia mitigates impulse purchase regret," Marketing Letters, Springer, vol. 32(1), pages 75-89, March.
    6. Liang, Chih-Chin & Yu, Annie Pei-I & Le, Thi Hong, 2021. "Customers focus and impulse buying at night markets," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    7. Renaud Lunardo & Camille Saintives & Damien Chaney, 2021. "Food packaging and the color red: How negative cognitive associations influence feelings of guilt," Post-Print hal-04455590, HAL.
    8. Mittal, Sheetal & Chawla, Deepak & Sondhi, Neena, 2016. "Segmentation of impulse buyers in an emerging market – An exploratory study," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 53-61.
    9. Bandyopadhyay, Nirmalya & Sivakumaran, Bharadhwaj & Patro, Sanjay & Kumar, Ravi Shekhar, 2021. "Immediate or delayed! Whether various types of consumer sales promotions drive impulse buying?: An empirical investigation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    10. Farah, Maya F. & Ramadan, Zahy B., 2020. "Viability of Amazon’s driven innovations targeting shoppers’ impulsiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    11. Mograbi, Eli, 2022. "Decision-makers are more impulsive on smartphones than on computers," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 100(C).
    12. Pornpitakpan, Chanthika & Han, Jie Hui, 2013. "The effect of culture and salespersons’ retail service quality on impulse buying," Australasian marketing journal, Elsevier, vol. 21(2), pages 85-93.
    13. Lunardo, Renaud & Saintives, Camille & Chaney, Damien, 2021. "Food packaging and the color red: How negative cognitive associations influence feelings of guilt," Journal of Business Research, Elsevier, vol. 134(C), pages 589-600.
    14. Japutra, Arnold & Ekinci, Yuksel & Simkin, Lyndon, 2022. "Discovering the dark side of brand attachment: Impulsive buying, obsessive-compulsive buying and trash talking," Journal of Business Research, Elsevier, vol. 145(C), pages 442-453.
    15. Petersen, Francine Espinoza & Dretsch, Heather Johnson & Komarova Loureiro, Yuliya, 2018. "Who needs a reason to indulge? Happiness following reason-based indulgent consumption," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 170-184.
    16. Ayadi, Nawel & Giraud, Magali & Gonzalez, Christine, 2013. "An investigation of consumers' self-control mechanisms when confronted with repeated purchase temptations: Evidence from online private sales," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 272-281.
    17. Amos, Clinton & Holmes, Gary R. & Keneson, William C., 2014. "A meta-analysis of consumer impulse buying," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 86-97.
    18. Beyza Gültekin, 2012. "The Influence of Hedonic Motives and Browsing On Impulse Buying," Journal of Economics and Behavioral Studies, AMH International, vol. 4(3), pages 180-189.
    19. Gopalkrishnan R. Iyer & Markus Blut & Sarah Hong Xiao & Dhruv Grewal, 2020. "Impulse buying: a meta-analytic review," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 384-404, May.
    20. Lee, Julie Anne & Kacen, Jacqueline J., 2008. "Cultural influences on consumer satisfaction with impulse and planned purchase decisions," Journal of Business Research, Elsevier, vol. 61(3), pages 265-272, March.

    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:53:y:2020:i:c:s0969698919305892. 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.