haku: @author Davies, B. / yhteensä: 13
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| Tekijä: | Harris, K. Davies, B. Baron, S. |
| Otsikko: | Conversations during purchase consideration: sales assistants and customers |
| Lehti: | International Review of Retail, Distribution and Consumer Research
1997 : JUL, VOL. 7:3, p. 173-190 |
| Asiasana: | RETAILING PURCHASING MARKETING |
| Kieli: | eng |
| Tiivistelmä: | Conversations among and between our fellow customers and sales personnel provide social and informational exchange to support material exchange in retail settings. A 2 x 2 factorial field experiment (in a ladies' clothing retailing context) was undertaken to compare perceptions of the effects of oral contributions made by sales assistants, and by fellow customers, on levels of satisfaction, purchase intentions and credibility during the service experience. Conversations with other customers are shown to lead to greater perceived satisfaction in the consideration phase than those with sales assistants. |
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