Unwanted pursuit behavior: Understanding salespeople's desire to pursue and desire to avoid customers

Sarah Alhouti, Timothy D. Butler, Catherine M. Johnson, Lenita Davis

Research output: Contribution to journalArticlepeer-review

5 Scopus citations

Abstract

Most retail managers encourage their salespeople to offer assistance even when customers are not receptive. This strategy, called unwanted pursuit behavior, is often not appreciated by customers. In addition, salespeople sometimes choose to avoid customers if they think a sale is unlikely. In this study, data from qualitative interviews are used to identify customer and salesperson characteristics that influence salespeople's desire to avoid and desire to pursue a customer. An experiment is employed to test the hypotheses that emerge from the interviews. Insights into how to deal with unwanted pursuit behavior and reduce the tendency for salespeople to avoid customers are discussed.

Original languageEnglish (US)
Pages (from-to)385-400
Number of pages16
JournalJournal of Marketing Theory and Practice
Volume22
Issue number4
DOIs
StatePublished - Oct 1 2014

All Science Journal Classification (ASJC) codes

  • Marketing

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