search query: @author Bagozzi, R.P. / total: 13
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| Author: | Verbeke, W. Bagozzi, R.P. |
| Title: | Exploring the role of self- and customer-provoked embarrasment in personal selling |
| Journal: | International Journal of Research in Marketing
2003 : SEP, VOL. 20:3, p. 233-258 |
| Index terms: | Social psychology Selling Salespeople Customers |
| Language: | eng |
| Abstract: | This study investigates the role that embarrassment, a self-conscious emotion, plays within selling context. First, considered is what SC-emotions in general are and whether embarrassment might have positive as well as negative impacts on selling behaviour. Next, examined is how embarrassment differs from sales call anxiety (SCA). The results show that embarrassment is manifest as an awkward, abashed chagrin provoked either by what a salesperson does that is inappropriate (self-provoked embarrassment) or what a customer does that is inappropriate or offensive to a salesperson (customer-provoked embarrassment). Self- and customer-provoked embarrassment each induce distinct coping responses and both diminish adaptive resource utilization during interactions with customers, this in turn promotes avoidance of future contact with the customer. |
SCIMA