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Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?
Xuehua Wang1; Cheris W.C. Chow2; Chung Leung Luk3
2013-09-06
Source PublicationPsychology and Marketing
ISSN0742-6046
Volume30Issue:10Pages:918-933
Abstract

Upscalex stores selling luxury brands from Western, developed countries are having a strong presence in many emerging markets. However, it is not uncommon to find that the service employees of these stores are arrogant and inhospitable. This article uses a dual attitudes perspective to show how service employee arrogance affects customers’ attitudes and purchase intentions toward luxury brands in emerging markets. Experimental findings show that arrogance produces dual attitudes, with positive implicit attitudes exerting a stronger influence than unfavorable explicit attitudes on purchase intentions. In addition, for customers with high self‐esteem, service employee arrogance has a negative effect on their purchase intentions. In line with the expectation disconfirmation model, when service employees change their arrogant attitudes and subsequently show hospitality, customers also change their expectations. When the improved service exceeds customers’ expectations, their explicit attitudes turn positive and exert a stronger influence on purchase intentions than when service employees are consistently hospitable.

DOIhttps://doi.org/10.1002/mar.20655
Indexed BySSCI
Language英语
WOS Research AreaBusiness & Economics ; Psychology
WOS SubjectBusiness ; Psychology, Applied
WOS IDWOS:000324031800007
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Citation statistics
Cited Times [WOS]:4   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorXuehua Wang
Affiliation1.Shanghai University of Finance and Economics
2.University of Macau
3.City University of Hong Kong
Recommended Citation
GB/T 7714
Xuehua Wang,Cheris W.C. Chow,Chung Leung Luk. Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?[J]. Psychology and Marketing,2013,30(10):918-933.
APA Xuehua Wang,Cheris W.C. Chow,&Chung Leung Luk.(2013).Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?.Psychology and Marketing,30(10),918-933.
MLA Xuehua Wang,et al."Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?".Psychology and Marketing 30.10(2013):918-933.
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