Influence of salesperson characteristics and customer emotion on retail dyadic relationships

By Sanghyun Lee, Alan J. Dubinsky. 2003

94 citations recorded by the source corpus.

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Evaluating Anthropomorphic Product Recommendation Agents: A Social Relationship Perspective to Designing Information Systems (2009, background): “In traditional retailing environments, salesperson characteristics are found to influence customers’ emotions during shopping via buyer–seller interactions [67].”
Affective Service Display and Customer Mood (2005, background): “Semantics aside, affective service display has been shown to be related to a number of outcomes (see Lee and Dubinsky 2003).”
Revisiting the smiling service worker and customer satisfaction (2008, background): “Yet many studies in these two latter fields have focused on other emotion-evoking objects than the service worker (Lee and Dubinsky, 2003), such as the physical environment of service delivery systems (Wakefield and Blodgett, 1999), despite the fact that much of the emotion people experience arises ”
Human factors in retail environments: a review (2012, background): “The existing literature supports the influence of sales associates’ characteristics, such as trustworthiness, competence, empathy, patience, enthusiasm, friendliness, respect for customers, knowledge, and responsiveness to consumers’ needs (Darian et al., 2001; Hawes et al., 1993; Lee and Dubinsky, ”