期刊
JOURNAL OF CONSUMER PSYCHOLOGY
卷 15, 期 4, 页码 307-315出版社
JOHN WILEY & SONS LTD
DOI: 10.1207/s15327663jcp1504_5
关键词
-
This article explores the role of consumer guilt in a retail context. The results of a field study indicate that a consumer's lack of purchase can lead to a guilt response when social connectedness with a salesperson exists and the consumer perceives he or she has control over the purchase decision. A subsequent laboratory study established that when consumers experience guilt, they intend to pursue reparative actions during future purchase interactions with the salesperson to reciprocate the initial connection they established. This reparation is directed specifically toward the salesperson and not the firm.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据