The Impact of Sales Team’S Perceived Entitativity on Customer Satisfaction

Chen Wang, University of British Columbia, Canada
JoAndrea (Joey) Hoegg, University of British Columbia, Canada
Darren W. Dahl, University of British Columbia, Canada
We investigate how sales team’s perceived entitativity influences customer satisfaction. We propose that either behavioral (e.g., coordinated behaviors) or physical (e.g., the same uniform) entitativity cues enhance customer satisfaction. Further, the interaction between the two cues is multiplicative, such that greater satisfaction occurs only when both cues indicate high entitativity.
[ to cite ]:
Chen Wang, JoAndrea (Joey) Hoegg, and Darren W. Dahl (2012) ,"The Impact of Sales Team’S Perceived Entitativity on Customer Satisfaction", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 209-212.