Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?

UM > Faculty of Business Administration > DEPARTMENT OF MANAGEMENT AND MARKETING

Status	已發表Published
	Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?
	Wang, X.; Chow, W. C.; Luk, C. L.
	2013-10-01
Source Publication	Psychology & Marketing
ISSN	1520-6793
Pages	918-933
Abstract	Upscale 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 outperforms customers’ expectations, their explicit attitudes turn positive and exert a stronger influence on purchase intentions than when service employees are consistently hospitable.
Keyword	Arrogance Dual attitudes Expectation disconfirmation Satisfaction
Language	英語English
The Source to Article	PB_Publication
PUB ID	10237
Document Type	Journal article
Collection	DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding Author	Wang, X.
Recommended Citation GB/T 7714	Wang, X.,Chow, W. C.,Luk, C. L.. Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?[J]. Psychology & Marketing, 2013, 918-933.
APA	Wang, X.., Chow, W. C.., & Luk, C. L. (2013). Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?. Psychology & Marketing, 918-933.
MLA	Wang, X.,et al."Does Service Employee Arrogance Discourage Sales of Luxury Brands in Emerging Economies?".Psychology & Marketing (2013):918-933.

Files in This Item:
There are no files associated with this item.

If you have any objections to this item, please fill out the form below and the administrator will contact you as soon as possible.
Content:
Email：	*
Affiliation No.
Verification Code:	Refresh

Any comments and suggestions are welcomed.
Title:	*
Content:
Email：	*
Verification Code:	Refresh