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Article Dans Une Revue Journal of retailing and consumer services Année : 2019

Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients

Résumé

This paper investigates how the activation of a customer stereotype affects salespersons' interpersonal orientation in the context of luxury car purchases. The results of three complementary studies (observation in-situ, survey among luxury car clients, lab-experiment among apprentice-salespeople) indicate that status trumps gender; Gender-stereotypes are activated only when status is not, indicating the expectancy-based nature of sales stereotyping. Our research highlights the mechanism that leads to privileged behaviors: salespeople attribute a higher purchase budget to clients with visible signs of status. Addressing changes in customer orientation is particularly important in luxury retail settings where service excellence is a priority.
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Journal of Retailing and Consumer Services, Volume 51, November 2019, Pages 191-201.pdf (332.46 Ko) Télécharger le fichier
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Dates et versions

hal-03122118 , version 1 (26-01-2021)

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Marie-Cécile Cervellon, Fanny-Juliet Poujol, John F. Tanner Jr. Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients. Journal of retailing and consumer services, 2019, 51, pp.191-201. ⟨10.1016/j.jretconser.2019.04.013⟩. ⟨hal-03122118⟩
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