IDEAS home Printed from https://ideas.repec.org/a/kap/jbuset/v169y2021i2d10.1007_s10551-019-04312-7.html
   My bibliography  Save this article

Consumers’ Personality Characteristics, Judgment of Salesperson Ethical Treatment, and Nature of Purchase Involvement

Author

Listed:
  • Connie R. Bateman

    (University of North Dakota)

  • Sean R. Valentine

    (University of North Dakota)

Abstract

Successful marketing efforts and professional sales encounters often depend on consumer involvement in the purchase decision process itself, which in turn may impact firm performance. Despite the importance of consumer involvement, research has yet to fully explain the relationship between consumer personality characteristics and the nature of consumer purchase involvement. This study explores the degree to which consumer perception of salesperson ethical treatment helps explain the relationship between consumer personality characteristics and nature of involvement. Data were collected from a large sample of working adults placed in two scenario-based positive professional sales encounters featuring an important purchase decision. The results indicated that adult consumers’ personality characteristics functioned through judgment of salesperson ethical treatment to affect the nature of purchase involvement. Specifically, consumer judgment of salesperson ethical treatment fully mediated a positive relationship between internal locus of control and cognitive (as opposed to affective) involvement. By comparison, consumer judgment of a salesperson ethical treatment partially mediated the positive relationship between emotional awareness and cognitive (as opposed to affective) involvement. The above findings were similar for informational and relational salesperson customer-orientated scenarios. Key implications for selling professionals and sales organizations are discussed, such as augmenting consumers’ self-assessments to increase their perceptions of salesperson ethics and purchase involvement. The limitations and recommendations for future research are also presented.

Suggested Citation

  • Connie R. Bateman & Sean R. Valentine, 2021. "Consumers’ Personality Characteristics, Judgment of Salesperson Ethical Treatment, and Nature of Purchase Involvement," Journal of Business Ethics, Springer, vol. 169(2), pages 309-331, March.
    • Handle: RePEc:kap:jbuset:v:169:y:2021:i:2:d:10.1007_s10551-019-04312-7
    DOI: 10.1007/s10551-019-04312-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10551-019-04312-7
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s10551-019-04312-7?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. John Cherry, 2006. "The Impact of Normative Influence and Locus of Control on Ethical Judgments and Intentions: a Cross-Cultural Comparison," Journal of Business Ethics, Springer, vol. 68(2), pages 113-132, October.
    2. Mok, Wai-Hoe & Tsarenko, Yelena & Gabbott, Mark, 2008. "A Measurement of Emotional Intelligence in Service Encounters," Australasian marketing journal, Elsevier, vol. 16(1), pages 20-29.
    3. Mick, David Glen, 1996. "Are Studies of Dark Side Variables Confounded by Socially Desirable Responding? The Case of Materialism," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 23(2), pages 106-119, September.
    4. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    5. Nicole Ruedy & Maurice Schweitzer, 2010. "In the Moment: The Effect of Mindfulness on Ethical Decision Making," Journal of Business Ethics, Springer, vol. 95(1), pages 73-87, September.
    6. Nicholas McClaren, 2013. "The Personal Selling and Sales Management Ethics Research: Managerial Implications and Research Directions from a Comprehensive Review of the Empirical Literature," Journal of Business Ethics, Springer, vol. 112(1), pages 101-125, January.
    7. John Angelidis & Nabil Ibrahim, 2011. "The Impact of Emotional Intelligence on the Ethical Judgment of Managers," Journal of Business Ethics, Springer, vol. 99(1), pages 111-119, February.
    8. Richins, Marsha L & Dawson, Scott, 1992. "A Consumer Values Orientation for Materialism and Its Measurement: Scale Development and Validation," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(3), pages 303-316, December.
    9. Rafi M. M. I. Chowdhury, 2017. "Emotional Intelligence and Consumer Ethics: The Mediating Role of Personal Moral Philosophies," Journal of Business Ethics, Springer, vol. 142(3), pages 527-548, May.
    10. Nicholas McClaren, 2015. "The Methodology in Empirical Sales Ethics Research: 1980–2010," Journal of Business Ethics, Springer, vol. 127(1), pages 121-147, March.
    11. Jean-Noël Kapferer & Gilles Laurent, 1985. "Measuring consumer involvement profiles," Post-Print hal-00786781, HAL.
    12. Blair Kidwell & David M. Hardesty & Terry L. Childers, 2008. "Consumer Emotional Intelligence: Conceptualization, Measurement, and the Prediction of Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 35(1), pages 154-166, November.
    13. Richard G. McFarland & Joseph C. Rode & Tasadduq A. Shervani, 2016. "A contingency model of emotional intelligence in professional selling," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 108-118, January.
    14. Scott J. Vitell & Robert Allen King & Katharine Howie & Jean-François Toti & Lumina Albert & Encarnación Ramos Hidalgo & Omneya Yacout, 2016. "Spirituality, Moral Identity, and Consumer Ethics: A Multi-cultural Study," Journal of Business Ethics, Springer, vol. 139(1), pages 147-160, November.
    15. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    16. Michael A. Busseri & Herbert M. Lefcourt & Robert R. Kerton, 1998. "Locus of Control for Consumer Outcomes: Predicting Consumer Behavior," Working Papers 98007, University of Waterloo, Department of Economics, revised Jun 2010.
    17. Jana Craft, 2013. "A Review of the Empirical Ethical Decision-Making Literature: 2004–2011," Journal of Business Ethics, Springer, vol. 117(2), pages 221-259, October.
    18. Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
    19. Muncy, James A. & Vitell, Scott J., 1992. "Consumer ethics: An investigation of the ethical beliefs of the final consumer," Journal of Business Research, Elsevier, vol. 24(4), pages 297-311, June.
    20. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
    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. Hou, Chenxuan & Sarigöllü, Emine, 2022. "Is bigger better? How the scale effect influences green purchase intention: The case of washing machine," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    2. Rambabu Lavuri & Umair Akram & Zubair Akram, 2023. "RETRACTED: Exploring the sustainable consumption behavior in emerging countries: The role of pro‐environmental self‐identity, attitude, and environmental protection emotion," Business Strategy and the Environment, Wiley Blackwell, vol. 32(8), pages 5174-5186, December.
    3. Agnihotri, Arpita & Bhattacharya, Saurabh & Vrontis, Demetris, 2024. "Can salespersons help firms overcome brand image crisis? Role of facial appearance," Journal of Business Research, Elsevier, vol. 176(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. Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
    2. Elodie Gentina & L. J. Shrum & Tina M. Lowrey & Scott J. Vitell & Gregory M. Rose, 2018. "An Integrative Model of the Influence of Parental and Peer Support on Consumer Ethical Beliefs: The Mediating Role of Self-Esteem, Power, and Materialism," Journal of Business Ethics, Springer, vol. 150(4), pages 1173-1186, July.
    3. Denni Arli & Fandy Tjiptono, 2014. "The End of Religion? Examining the Role of Religiousness, Materialism, and Long-Term Orientation on Consumer Ethics in Indonesia," Journal of Business Ethics, Springer, vol. 123(3), pages 385-400, September.
    4. Muhammad Waqas & Zalfa Laili Hamzah & Noor Akma Mohd Salleh, 2022. "Branded content experience in social media settings: a consumer culture theory perspective," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 225-240, March.
    5. Marta Frasquet-Deltoro & Alejandro Molla-Descals & Maria-Jose Miquel-Romero, 2021. "Omnichannel retailer brand experience: conceptualisation and proposal of a comprehensive scale," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 388-401, July.
    6. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    7. Banik, Shanta, 2021. "Exploring the involvement-patronage link in the phygital retail experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    8. Toti, Jean-François & Diallo, Mbaye Fall & Huaman-Ramirez, Richard, 2021. "Ethical sensitivity in consumers’ decision-making: The mediating and moderating role of internal locus of control," Journal of Business Research, Elsevier, vol. 131(C), pages 168-182.
    9. Inwon Kang & Deokhee Cheon & Matthew Shin, 2011. "Advertising strategy for outbound travel services," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 361-380, December.
    10. 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.
    11. Kautish, Pradeep & Paço, Arminda & Thaichon, Park, 2022. "Sustainable consumption and plastic packaging: Relationships among product involvement, perceived marketplace influence and choice behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    12. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    13. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    14. Catherine Viot & Juliette Passebois-Ducros, 2010. "Wine brands or branded wines? The specificity of the French market in terms of the brand," Post-Print hal-01803728, HAL.
    15. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    16. Rouxelle de Villiers, 2017. "Experiences that Make Consumers Think: Cognitive Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 177-179, December.
    17. Pedro Julián Ramírez Angulo & Edison Jair Duque Oliva, 2013. "Involucramiento de producto y lealtad de marca para productos de consumo masivo en Bogotá D.C," Estudios Gerenciales, Universidad Icesi, September.
    18. Yuanqiong He & Junfang Zhang & Yuanyuan Zhou & Zhilin Yang, 2019. "“Monkey See, Monkey Do?”: The Effect of Construal Level on Consumers’ Reactions to Others’ Unethical Behavior," Journal of Business Ethics, Springer, vol. 156(2), pages 455-472, May.
    19. Eirini Flouri, 2005. "Adult Materialism/Postmaterialism And Later Mental Health: The Role Of Self-Efficacy," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 73(1), pages 1-18, August.
    20. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.

    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:kap:jbuset:v:169:y:2021:i:2:d:10.1007_s10551-019-04312-7. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.