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The impact of flattery: The role of negative remarks

Authors
  • Basso, Kenny
  • dos Santos, Cristiane Pizzutti
  • Albornoz Gonçalves, Manuela1, 2, 3
  • 1 Business School, Faculdade Meridional – IMED
  • 2 School of Management, Universidade Federal do Rio Grande do Sul
  • 3 School of Management, Universidade FEEVALE
Type
Published Article
Journal
Journal of Retailing and Consumer Services
Publisher
Elsevier BV
Publication Date
Jan 01, 2013
Accepted Date
Sep 21, 2013
Volume
21
Issue
2
Pages
185–191
Identifiers
DOI: 10.1016/j.jretconser.2013.09.006
Source
Elsevier
Keywords
License
Unknown

Abstract

•Negative remark reduces the client's use of persuasion knowledge.•Negative remark enhances the perception of the salesclerk's trustworthiness.•Salesperson trustworthiness mediated the effect of the remarks on behavioral intentions.•Product price moderates the effect of the remarks on salesclerk's trustworthiness.

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