Consumers' perceptions: an analytical study of influence of consumer emotions and response

Abstract

Purpose

Companies are increasingly attempting to offer customers an experience of availability range, affordable cost, shopping convenience, and ambience. The purpose of this paper is to determine the impact of salesperson behavior on motivation, cognition, emotions, and responses of the consumers and to identify different responses to sales interaction according to their different perceptions. The purpose of this paper is to address the role of salesperson behavior and motivation mind‐set during the interactive sales encounter experience and whether they affect a consumer cognitions, emotions, and outcome behaviors.

Design/methodology/approach

Based on a literature review, a conceptual model is developed for this paper.

Findings

This paper has significant implications in terms of not only understanding the mechanisms that underlie selling effectiveness but also the role of consumer psychographics, sales encounter experience, and salespersons behavior influencing purchase decision making.

Originality/value

From a managerial perspective, the paper contributes from a prescriptive stand point in terms of enabling sales people to select effective selling behaviors based on more than overt demographic characteristics. Theoretical contributions include examining the relationship among motivation, emotion, and cognition in an interpersonal sales interaction experience.

Citation

Kapoor, A. and Kulshrestha, C. (2009), "Consumers' perceptions: an analytical study of influence of consumer emotions and response", Direct Marketing: An International Journal, Vol. 3 No. 3, pp. 186-202. https://doi.org/10.1108/17505930910985134