Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender

William K. Darley, Denise J. Luethge and Ashish Thatte

Journal of Retailing and Consumer Services, 2008, vol. 15, issue 6, 469-479

Abstract: This study examines the relationship of perceived automotive salesperson attributes and customer satisfaction behavior in the purchase experience leading to the patronage of a service department in an automotive dealership. Logistic regression analyses indicate that gender moderates the relationship of the perceived salesperson attributes and customer satisfaction as well as intentions for service department patronage. The model distinguishes users from non-users of the service department and does this better for females than for males. Finally, the paper concludes with a discussion of the managerial implications and directions for future research.

Keywords: Service patronage; Salespersons; Customer satisfaction behavior; Gender differences (search for similar items in EconPapers)
Date: 2008
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:15:y:2008:i:6:p:469-479

DOI: 10.1016/j.jretconser.2008.01.002

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