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Full-Text Articles in Marketing
May I Help You? How Stereotypes And Innuendoes Influence Service Encounters, Lauren Michelle Brewer
May I Help You? How Stereotypes And Innuendoes Influence Service Encounters, Lauren Michelle Brewer
Doctoral Dissertations
"You only get one chance to make a good first impression." The dissertation focuses on marketing agents; among the most visible is the "service provider." Previous research establishes the important role of cognitive social schemata in determining the way consumers react to different types of marketing agents, including service providers. In the literature review, a classification schema is developed for service provider stereotypes derived from theory using social stereotypes. The development of the Service Provider Perception Framework (SPPF) creates a classification for the individual service provider along two main dimensions: competence and affect.
In services design (particularly situations involving a …
Sales Performance And Intuition – The Role Of Gut Feelings, David Locander
Sales Performance And Intuition – The Role Of Gut Feelings, David Locander
Doctoral Dissertations
This dissertation extends the dual theory of salesperson information processing by examining the relationship between salespersons' emotional intelligence (EI) and their preference for and use of decision-making styles (intuition and/or deliberation) in the selling process. This dissertation contains two studies, Study 1 employs a descriptive research design and Study 2 uses experimental manipulations to investigate the role that intuition and deliberation play within the sales process. Data for both studies come from a sample derived from a national online panel of business to business salespeople.
Study 1, using a survey approach, assesses two competing models and one post hoc model …