From joining groupon.com to clipping coupons, customers are increasingly seeking out strategies to help them save money. Research suggests that consumer behaviors have changed and now incorporate increased deal-seeking behaviors such as coupon use and price comparisons. Among these behaviors is an increasing tendency for consumers to negotiate prices. In general, sales managers understand that customers set an initial budget before making a large purchase such as a home or automobile. Thus, the present research examines whether a customer will spend more than budgeted if the salesperson exhibits certain characteristics or the customer performs certain service behaviors during the negotiation. Thus, we identify sales person traits (i.e., performance orientation and behavioral preference toward closing customers) and customer negotiation strategies (i.e., integrating, obliging, avoiding, compromising, and dominating strategies) that can lead customers to spend more than initially planned or exceed an initial budget, which is customer concession behavior. The findings are important for sales manager procedure such that training salespeople to adapt and interact with a customer depending on salesperson characteristics and customer approaches to negotiation is likely to affect company satisfaction (e.g., dealer profit). / A Dissertation submitted to the Department of Marketing in partial fulfillment of the requirements for the degree of Doctor of Philosophy. / Spring Semester, 2014. / April 2, 2014. / Automobile, Concession, Deal, Deal-Seeking, Negotiation, Sales / Includes bibliographical references. / Ronald E. Goldsmith, Professor Directing Dissertation; Bruce Lamont, University Representative; Jack Fiorito, Committee Member; Willy Bolander, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_185263 |
| Contributors | Nelson, Yvette Holmes (authoraut), Goldsmith, Ronald E. (professor directing dissertation), Lamont, Bruce (university representative), Fiorito, Jack (committee member), Bolander, Willy (committee member), Department of Marketing (degree granting department), Florida State University (degree granting institution) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource, computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
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