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Abstract ▼ AI-Helper

The purpose of this research is to investigate effects of perceived attributes of a salesperson on the customer s satisfaction with the salesperson. cross-buying intentions, and intentions to recommend the retailer, in the context of consumer durable goods. The data for analysis was obtained from 25...

The purpose of this research is to investigate effects of perceived attributes of a salesperson on the customer s satisfaction with the salesperson. cross-buying intentions, and intentions to recommend the retailer, in the context of consumer durable goods. The data for analysis was obtained from 252 consumers who experienced buying consumer durable goods in a metropolitan area. Our results show as following: first, the effects of perceived attributes of the salesperson such as expertise, trustworthiness, likability, and customer orientation, have a significant influence on customer's satisfaction with salesperson; second perceived customer-orientation of salesperson affects customer's satisfaction with the retailer; third, a customer s satisfaction with salesperson not only plays a mediating role between perceived attributes of the salesperson and the customer's satisfaction with retailer but also between perceived attributes of salesperson and cross-buying intentions and intentions to recommend the retailer; and fourth customer's satisfaction with retailers performs a mediating role between perceived attributes of the salesperson and cross-buying intentions or recommendation intentions of retailers. In addition, managerial implications are suggested for industry practitioners.

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