Investigating the effect of salespeople’s personal interaction on customers word- of - mouth with mediating role affective customer experience and moderating role of customer ethnocentrism and foreign product affinity (Case study of: customers of Janbo chain stores in Tabriz)
Subject Areas :
Ramin
Bashirkhodaparasti
1
Nasrin
Nemati
2
(Urmia University)
Keywords: Ethnocentrism, Affinity, Word-of-mouth (WOM), Affective customer experience, Salespeople’s personal interaction,
Abstract :
The purpose of this study was to investigate the effect of personal interaction of sellers on the tendency of customers to word-of-mouth marketing by considering the mediation of effective customer experience and moderation of customer ethnicity and the desire for foreign product among customers of Janbo chain stores in Tabriz. The statistical population is the customers of Janbo chain stores in Tabriz. To determine the sample size, considering that the target population is unlimited, the Cochran sample size determination formula was used and the sample size was 382 people. Sampling method is available in the present study. Data were collected through a questionnaire and to calculate the reliability of the questionnaire we used Cronbach's alpha coefficient, the value of which was calculated for the whole questionnaire 0.874. Also, SPSS software version 25 was used for data analysis and Smart PLS software was used for inferential statistics and hypothesis testing. The results of the study indicate a positive and significant effect of personal interaction of sellers on the desire to market word of mouth to customers and in this regard the effective customer experience has a mediating role and also the moderating effect of customer's ethnicity and desire for foreign product on effective customer experience. Took. Therefore, the main question of this research is whether the personal interaction of sellers affects the desire for word-of-mouth marketing through the mediation of effective customer experience and moderation of customer ethnicity and desire for foreign products among customers of Janbo chain stores in Tabriz?
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