An Examination of the Influence of Consumer Motivation on Salesperson Appraisal and Emotional Response to Salesperson Behavior

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Virginia Tech

This research examines the effects of consumer motivation during an interpersonal sales encounter. The research proposes that a consumer's motivational mind-set affects the consumer's cognitive appraisal of the salesperson and the consumer's subsequent emotional response. Of primary interest is the interaction between a consumer's motivation and a salesperson's behavior. A main thesis of this research is that a congruency mechanism operates between the consumer and the salesperson during a sales encounter. Depending on the consumer's mind-set and the behavioral orientation of the salesperson either a congruent or an incongruent situation will be perceived by the consumer. Based on the congruency mechanism it is proposed that cognitive appraisals concerning goal facilitation will arise that will subsequently trigger specific emotional responses and behavioral outcomes.

influence strategies, motivation, salesperson behavior, emotion