101
Views
0
CrossRef citations to date
0
Altmetric
Articles

Beyond skin-deep: Triple roles of salesperson attractiveness and consumer bargaining styles

ORCID Icon, ORCID Icon & ORCID Icon
Pages 283-304 | Received 26 Jun 2023, Accepted 27 Aug 2023, Published online: 06 Nov 2023

References

  • Ahearne, M., Gruen, T. W., & Jarvis, C. B. (1999). If looks could sell: Moderation and mediation of the attractiveness effect on salesperson performance. International Journal of Research in Marketing, 16(4), 269–284. https://doi.org/10.1016/S0167-8116(99)00014-2
  • Akdeniz, B., Calantone, R. J., & Voorhees, C. M. (2013). Effectiveness of marketing cues on consumer perceptions of quality: The moderating roles of brand reputation and third-party information. Psychology & Marketing, 30(1), 76–89. https://doi.org/10.1002/mar.20590
  • Alavi, S., Habel, J., Schwenke, M., & Schmitz, C. (2020). Price negotiating for services: Elucidating the ambivalent effects on customers’ negotiation aspirations. Journal of the Academy of Marketing Science, 48(2), 165–185. https://doi.org/10.1007/s11747-019-00676-4
  • Anderson, C., John, O. P., Keltner, D., & Kring, A. M. (2001). Who attains social status? Effects of personality and physical attractiveness in social groups. Journal of Personality and Social Psychology, 81(1), 116–132. https://doi.org/10.1037/0022-3514.81.1.116
  • Ayres, I., & Siegelman, P. (1995). Race and gender discrimination in bargaining for a new car. The American Economic Review, 85(3), 304–321. http://www.jstor.org/stable/2118176
  • Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141. https://doi.org/10.1509/jmkg.66.2.120.18470
  • Baskett, G. D., Byrne, D., & Hodges, L. (1971). Behavioral indicators of interpersonal Attraction1. Journal of Applied Social Psychology, 1(2), 137–149. https://doi.org/10.1111/j.1559-1816.1971.tb00358.x
  • Bolton, L. E., Warlop, L., & Alba, J. W. (2003). Consumer perceptions of price (Un)fairness. Journal of Consumer Research, 29(4), 474–491. https://doi.org/10.1086/346244
  • Bonney, N. (2014, September 11). Top holiday destinations with markets to haggle in. Good housekeeping. Retrieved August 17, 2023, from https://www.goodhousekeeping.com/uk/consumer-advice/money/a544570/top-holiday-destinations-with-markets-haggle-tips/
  • Boyer, S. L., & Jap, S. D. (2022). The big spaces in sales negotiation research. Journal of Personal Selling & Sales Management, 42(2), 181–192. https://doi.org/10.1080/08853134.2022.2039874
  • Caputo, A., Ayoko, O. B., Amoo, N., & Menke, C. (2019). The relationship between cultural values, cultural intelligence and negotiation styles. Journal of Business Research, 99, 23–36. https://doi.org/10.1016/j.jbusres.2019.02.011
  • Cervellon, M.-C., Poujol, J. F., & Tanner, J. F. (2019). Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients. Journal of Retailing and Consumer Services, 51, 191–201. https://doi.org/10.1016/j.jretconser.2019.04.013
  • Chaipraditkul, N. (2013). Thailand: Beauty and globalized self-identity through cosmetic therapy and skin lightening. Ethics in Science and Environmental Politics, 13(1), 27–37. https://doi.org/10.3354/esep00134
  • Choi, Y. H., & Choo, H. J. (2016). Effects of Chinese consumers’ relationship benefits and satisfaction on attitudes toward foreign fashion brands: The moderating role of country of salesperson. Journal of Retailing and Consumer Services, 28, 99–106. https://doi.org/10.1016/j.jretconser.2015.08.003
  • Comer, L. B., & Drollinger, T. (1999). Active empathetic listening and selling success: A conceptual framework. Journal of Personal Selling and Sales Management, 19(1), 15–29.
  • Corfman, K. P., & Lehmann, D. R. (1993). The importance of others’ welfare in evaluating bargaining outcomes. Journal of Consumer Research, 20(1), 124–137. https://doi.org/10.1086/209338
  • Crutsinger, C., Knight, D., & Kim, H. (2010). Teens’ consumer interaction styles: The impact of assertive and aggressive behaviour on attitudes towards marketing practices. International Journal of Consumer Studies, 34(2), 196–203. https://doi.org/10.1111/j.1470-6431.2009.00846.x
  • Cryder, C., Botti, S., & Simonyan, Y. (2017). The charity beauty premium: Satisfying donors’ “want” versus “should” desires. Journal of Marketing Research, 54(4), 605–618. https://doi.org/10.1509/jmr.14.0658
  • De Dreu, C. K. W. (1995). Coercive power and concession making in bilateral negotiation. The Journal of Conflict Resolution, 39(4), 646–670. https://doi.org/10.1177/0022002795039004003
  • De Dreu, C. K. W., & Van Kleef, G. A. (2004). The influence of power on the information search, impression formation, and demands in negotiation. Journal of Experimental Social Psychology, 40(3), 303–319. https://doi.org/10.1016/j.jesp.2003.07.004
  • DeShields, O. W., Kara, A., & Kaynak, E. (1996). Source effects in purchase decisions: The impact of physical attractiveness and accent of salesperson. International Journal of Research in Marketing, 13(1), 89–101. https://doi.org/10.1016/0167-8116(95)00036-4
  • Dion, K., Berscheid, E., & Walster, E. (1972). What is beautiful is good. Journal of Personality and Social Psychology, 24(3), 285–290. https://doi.org/10.1037/h0033731
  • Doucé, L., Willems, K., & Chaudhuri, A. (2022). Bargain effectiveness in differentiated store environments: The role of store affect, processing fluency, and store familiarity. Journal of Retailing & Consumer Services, 69, 103085. https://doi.org/10.1016/j.jretconser.2022.103085
  • Elfenbein, H. A. (2020). Individual differences in negotiation: A relational process model. Organizational Psychology Review, 11(1), 73–93. https://doi.org/10.1177/2041386620962551
  • Frevert, T. K., & Walker, L. S. (2014). Physical attractiveness and social status. Sociology Compass, 8(3), 313–323. https://doi.org/10.1111/soc4.12132
  • Gillison, S. T., Northington, W. M., & Beatty, S. E. (2014). Understanding customer bargaining in retail stores: A customer perspective. Journal of Marketing Theory & Practice, 22(2), 151–168. https://doi.org/10.2753/MTP1069-6679220210
  • Goodpaster, G. S. (1996). Primer on competitive bargaining, a. Journal of Dispute Resolution, 2, 325–377.
  • Grewal, D., & Baker, J. (1994). Do retail store environmental factors affect consumers’ price acceptability? An empirical examination. International Journal of Research in Marketing, 11(2), 107–115. https://doi.org/10.1016/0167-8116(94)90022-1
  • Haas, A., & Gregory, S. W. (2005). The impact of physical attractiveness on women’s social status and interactional power. Sociological Forum, 20(3), 449–471. https://doi.org/10.1007/s11206-005-6597-2
  • Hagen, A., Siddiqi, S., & Tootoonchi, A. (2008). An empirical quest to identify the most dominant negotiating styles among American sales managers. Journal of Promotion Management, 13(3–4), 413–429. https://doi.org/10.1080/10496490802308521
  • Hamermesh, D. S., & Biddle, J. E. (1994). Beauty and the labor market. The American Economic Review, 84(5), 1174–1194. http://www.jstor.org/stable/2117767
  • Henkel, A. P., Boegershausen, J., Hoegg, J., Aquino, K., Lemmink, J., Campbell, M. C., Winterich, K. P., & Forehand, M. (2018). Discounting humanity: When consumers are price conscious, employees appear less human. Journal of Consumer Psychology, 28(2), 272–292. https://doi.org/10.1002/jcpy.1023
  • Hsee, C. K., & Leclerc, F. (1998). Will products look more attractive when presented separately or together? The Journal of consumer research, 25(2), 175–186. https://doi.org/10.1086/209534
  • Jindal, P., & Newberry, P. (2018). To bargain or not to bargain: The role of fixed costs in price negotiations. Journal of Marketing Research, 55(6), 832–851. https://doi.org/10.1177/0022243718818451
  • Keltner, D., Gruenfeld, D. H., & Anderson, C. (2003). Power, approach, and inhibition. Psychological Review, 110(2), 265–284. https://doi.org/10.1037/0033-295X.110.2.265
  • Klebl, C., Rhee, J. J., Greenaway, K. H., Luo, Y., & Bastian, B. (2023). Physical attractiveness biases judgments pertaining to the moral domain of purity. Personality and Social Psychology Bulletin, 49(2), 282–295. https://doi.org/10.1177/01461672211064452
  • Koernig, S. K., & Page, A. L. (2002). What if your dentist looked like Tom Cruise? Applying the match-up hypothesis to a service encounter. Psychology & Marketing, 19(1), 91–110. https://doi.org/10.1002/mar.1003
  • Krapfel, R. E., Jr. (1988). Customer complaint and salesperson response: The effect of the communication source. Journal of Retailing, 64(2), 181‐98.
  • Kumar, A., & Kim, Y.-K. (2014). The store-as-a-brand strategy: The effect of store environment on customer responses. Journal of Retailing and Consumer Services, 21(5), 685–695. https://doi.org/10.1016/j.jretconser.2014.04.008
  • Lawler, E. J. (1992). Power processes in bargaining. The Sociological Quarterly, 33(1), 17–34. https://doi.org/10.1111/j.1533-8525.1992.tb00361.x
  • Lemay, E. P., Clark, M. S., & Greenberg, A. (2010). What is beautiful is good because what is beautiful is desired: Physical attractiveness stereotyping as projection of interpersonal goals. Personality and Social Psychology Bulletin, 36(3), 339–353. https://doi.org/10.1177/0146167209359700
  • Levy, S., & Gvili, Y. (2020). Online shopper engagement in price negotiation: The roles of culture, involvement and eWOM. International Journal of Advertising, 39(2), 232–257. https://doi.org/10.1080/02650487.2019.1612621
  • Liang, T.-P., & Doong, H.-S. (2000). Effect of bargaining in electronic commerce. International Journal of Electronic Commerce, 4(3), 23–43. https://doi.org/10.1080/10864415.2000.11518370
  • Liu, J. (2020). Personality and physical attractiveness. In V. Zeigler-Hill & T. K. Shackelford (Eds.), Encyclopedia of personality and individual differences (pp. 3669–3675). Springer International Publishing. https://doi.org/10.1007/978-3-319-24612-3_715
  • Liu, B. S., & Balakrishnan, P. V. (2022). Dispositional and situational factors on bargaining concession rates and outcomes: predictive power of NIMBuS–an integrated model of Buyer-Seller negotiations. Journal of Personal Selling and Sales Management, 42(3), 291–314. https://doi.org/10.1080/08853134.2022.2049604
  • Li, Y., Xie, L., Gao, T., & Guan, X. (2019). Does being beautiful always help? Contingency effects of physical attractiveness of the service providers on customer response. Journal of Services Marketing, 33(3), 356–368. https://doi.org/10.1108/JSM-05-2018-0140
  • Li, Y., Zhang, C., & Laroche, M. (2019). Is beauty a premium? A study of the physical attractiveness effect in service encounters. Journal of Retailing and Consumer Services, 50, 215–225. https://doi.org/10.1016/j.jretconser.2019.04.016
  • Luoh, H.-F., & Tsaur, S.-H. (2009). Physical attractiveness stereotypes and service quality in customer–server encounters. The Service Industries Journal, 29(8), 1093–1104. https://doi.org/10.1080/02642060902764517
  • McColl, R., & Truong, Y. (2013). The effects of facial attractiveness and gender on customer evaluations during a web-video sales encounter. Journal of Personal Selling and Sales Management, 33(1), 117–128. https://doi.org/10.2753/PSS0885-3134330110
  • Mehrabian, A., & Blum, J. S. (1997). Physical appearance, attractiveness, and the mediating role of emotions. Current Psychology: A Journal for Diverse Perspectives on Diverse Psychological Issues, 16(1), 20–42. https://doi.org/10.1007/s12144-997-1013-0
  • Mobius, M. M., & Rosenblat, T. S. (2006). Why beauty matters. American Economic Review, 96(1), 222–235. https://doi.org/10.1257/000282806776157515
  • Monk, E. P., Esposito, M. H., & Lee, H. (2021). Beholding inequality: Race, gender, and returns to physical attractiveness in the United States. American Journal of Sociology, 127(1), 194–241. https://doi.org/10.1086/715141
  • Morrow, P. C. (1990). Physical attractiveness and selection decision making. Journal of Management, 16(1), 45–60. https://doi.org/10.1177/014920639001600104
  • Morse, J. M. (2000). Determining sample size. Qualitative Health Research, 10(1), 3–5. https://doi.org/10.1177/104973200129118183
  • Mulford, M., Orbell, J., Shatto, C., & Stockard, J. (1998). Physical attractiveness, opportunity, and success in everyday exchange. American Journal of Sociology, 103(6), 1565–1592. https://doi.org/10.1086/231401
  • Ogilvie, J. R., & Kidder, D. L. (2008). What about negotiator styles? International Journal of Conflict Management, 19(2), 132–147. https://doi.org/10.1108/10444060810856076
  • Padmavathy, C., Swapana, M., & Paul, J. (2019). Online second-hand shopping motivation – Conceptualization, scale development, and validation. Journal of Retailing and Consumer Services, 51, 19–32. https://doi.org/10.1016/j.jretconser.2019.05.014
  • Patton, C., & Balakrishnan, P. S. (2010). The impact of expectation of future negotiation interaction on bargaining processes and outcomes. Journal of Business Research, 63(8), 809–816. https://doi.org/10.1016/j.jbusres.2009.07.002
  • Peng, L., Cui, G., Chung, Y., & Zheng, W. (2020). The faces of success: Beauty and ugliness premiums in e-commerce platforms. Journal of Marketing, 84(4), 67–85. https://doi.org/10.1177/0022242920914861
  • Reingen, P. H., & Kernan, J. B. (1993). Social perception and interpersonal influence: Some consequences of the physical attractiveness stereotype in a personal selling setting. Journal of Consumer Psychology, 2(1), 25–38. https://doi.org/10.1016/S1057-7408(08)80073-3
  • Richins, M. L. (1983). An analysis of consumer interaction styles in the marketplace. Journal of Consumer Research, 10(1), 73–82. https://doi.org/10.1086/208946
  • Rose, R. L., & Neidermeyer, M. (1999). From rudeness to road rage: The antecedents and consequences of consumer aggression. ACR North American Advances.
  • Rubin, J. Z., Pruitt, D. G., & Kim, S. H. (1994). Social conflict: Escalation, stalemate, and settlement. Mcgraw-Hill Book Company.
  • Scholz, J. K., & Sicinski, K. (2015). Facial attractiveness and lifetime earnings: Evidence from a cohort study. The Review of Economics and Statistics, 97(1), 14–28. https://doi.org/10.1162/REST_a_00435
  • Sharma, V. M., & Krishnan, K. S. (2001). Recognizing the importance of consumer bargaining: Strategic marketing implications. Journal of Marketing Theory & Practice, 9(1), 24–37. https://doi.org/10.1080/10696679.2001.11501883
  • Shelegia, S., & Sherman, J. (2022). Bargaining at retail stores: Evidence from Vienna. Management Science, 68(1), 27–36. https://doi.org/10.1287/mnsc.2021.4094
  • Shell, G. R. (2001). Teaching ideas: Bargaining styles and negotiation: The Thomas-Kilmann conflict mode instrument in negotiation training. Negotiation Journal, 17(2), 155–174. https://doi.org/10.1111/j.1571-9979.2001.tb00233.x
  • Singh, R. (2006). An empirical investigation into the effects of shopping motivation on store environment-value relationship. The Florida State University.
  • Söderlund, M., & Julander, C.-R. (2009). Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction. Journal of Retailing and Consumer Services, 16(3), 216–226. https://doi.org/10.1016/j.jretconser.2008.11.008
  • Solnick, S. J., & Schweitzer, M. E. (1999). The influence of physical attractiveness and gender on ultimatum game decisions. Organizational Behavior and Human Decision Processes, 79(3), 199–215. https://doi.org/10.1006/obhd.1999.2843
  • Stokes, S. J., & Bickman, L. (1974). The effect of the physical attractiveness and role of the helper on help seeking. Journal of Applied Social Psychology, 4(3), 286–294. https://doi.org/10.1111/j.1559-1816.1974.tb02647.x
  • Strauss, A., Corbin, J. M., & Corbin, J. (1998). Basics of qualitative research: Techniques and procedures for developing grounded theory. SAGE Publications. https://books.google.co.th/books?id=wTwYUnHYsmMC
  • Thomas, K. W. (1992). Conflict and conflict management: Reflections and update. Journal of Organizational Behavior, 13(3), 265–274. https://doi.org/10.1002/job.4030130307
  • Thomas, V. L., Mangus, S. M., & Bock, D. E. (2023). Would you do me a favor? How salesperson favor requests positively affect consumers’ perceptions of negotiations. Journal of Business Research, 155, 113455. https://doi.org/10.1016/j.jbusres.2022.113455
  • Van Kleef, G. A., De Dreu, C. K. W., Pietroni, D., & Manstead, A. S. R. (2006). Power and emotion in negotiation: Power moderates the interpersonal effects of anger and happiness on concession making. European Journal of Social Psychology, 36(4), 557–581. https://doi.org/10.1002/ejsp.320
  • Wallis, J. C., Rolando, E., Borgman, C. L., & Nunes Amaral, L. A. (2013). If we share data, will anyone use them? Data sharing and reuse in the long tail of science and technology. PloS One, 8(7), e67332. https://doi.org/10.1371/journal.pone.0067332
  • Wan, L. C., & Wyer, R. S., Jr. (2015). Consumer reactions to attractive service providers: Approach or avoid? Journal of Consumer Research, 42(4), 578–595. https://doi.org/10.1093/jcr/ucv044
  • Wilson, R. K., & Eckel, C. C. (2006). Judging a book by its cover: Beauty and expectations in the trust game. Political Research Quarterly, 59(2), 189–202. https://doi.org/10.1177/106591290605900202
  • Wongkitrungrueng, A., Hildebrand, D., Sen, S., & Nuttavuthisit, K. (2020). Is salesperson attractiveness a boon or a bane? The moderating role of perceived labor cost‐to‐price ratio in retail bargaining. Wiley-Blackwell Publishing Ltd.
  • Wongkitrungrueng, A., Nuttavuthisit, K., Szabo-Douat, T., & Sen, S. (2019). Customer deference to service providers in ordinary service encounters. Journal of Service Theory & Practice, 29(2), 189–212. https://doi.org/10.1108/JSTP-02-2018-0031
  • Zhang, X., Manchanda, P., & Chu, J. (2021). “Meet me halfway”: The costs and benefits of bargaining. Marketing Science, 40(6), 1081–1105. https://doi.org/10.1287/mksc.2021.1296

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.