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Salesperson preference among Hispanic and Asian immigrants

Lynn Eunjung Kwak (The Patton College of Education and Human Services, Ohio University, Athens, Ohio, USA)
Jane Z. Sojka (College of Business, University of Cincinnati, Cincinnati, Ohio, USA)

American Journal of Business

ISSN: 1935-5181

Article publication date: 28 October 2011

Abstract

Purpose

The purpose of this paper is to examine differences between Hispanic and Asian immigrants and their preferences in the appearance of and interaction with salespeople.

Design/methodology/approach

A total of 171 female Hispanic and 153 Asian female retail consumers in a midwestern city, who immigrated to the USA, were surveyed. Salesperson‐customer interaction and preference for salespeople with a similar ethnic appearance were assessed.

Findings

Findings from F‐tests indicated that in this study Asians have a significantly greater preference for a salesperson similar in appearance to themselves and Hispanics have significantly greater preference for salespeople who offer attentive service.

Practical implications

Retailers will benefit by understanding and capitalizing on differences which will encourage customer loyalty to their retail stores.

Originality/value

Extending the observable characteristics facet of the buyer‐seller similarity model, the research results suggest that buyers from different ethnic groups will assess salesperson characteristics differently.

Keywords

Citation

Eunjung Kwak, L. and Sojka, J.Z. (2011), "Salesperson preference among Hispanic and Asian immigrants", American Journal of Business, Vol. 26 No. 2, pp. 118-128. https://doi.org/10.1108/19355181111174507

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited