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The thin line between love and hate of attention : the customer shopping experience created by Sarah Alhouti, Erin Adamson Gillespie, Woojung Chang, and Lenita Davis

By: Contributor(s): Material type: TextTextSeries: Journal of marketing theory and practice ; Volume 23, number 4Philadelphia: Taylor and Francis, 2015Content type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISSN:
  • 10696679
Subject(s): LOC classification:
  • HF5415 JOU
Online resources: Abstract: Given the predominant role of technology in customers’ shopping behavior and information acquisition, there is a need to reexamine the appropriate amount of attention given to customers at brick-and-mortar stores. Utilizing both qualitative and quantitative methods, this study finds that consumers do not always want an attentive salesperson but do want their autonomy respected while being seen as desirable by the salesperson. This examination of perceived salesperson attentiveness led to the identification of four possible shopping experiences: bonding, negligence, stalking, and autonomy. Understanding these experiences and when they apply can help managers reevaluate how salespeople can use insightful discretion to provide assistance to retail customers.
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Holdings
Item type Current library Call number Vol info Copy number Status Notes Date due Barcode
Journal Article Journal Article Main Library - Special Collections HF5415 JOU (Browse shelf(Opens below)) Vol. 23, no. 4 (pages 415-433) SP23761 Not for loan For in house use

Given the predominant role of technology in customers’ shopping behavior and information acquisition, there is a need to reexamine the appropriate amount of attention given to customers at brick-and-mortar stores. Utilizing both qualitative and quantitative methods, this study finds that consumers do not always want an attentive salesperson but do want their autonomy respected while being seen as desirable by the salesperson. This examination of perceived salesperson attentiveness led to the identification of four possible shopping experiences: bonding, negligence, stalking, and autonomy. Understanding these experiences and when they apply can help managers reevaluate how salespeople can use insightful discretion to provide assistance to retail customers.

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