Consumer susceptibility to cross-selling persuasion: The roles of self-construal and interpersonal harmony

Xuehua Wang, Hean Tat Keh

Research output: Contribution to journalArticleResearchpeer-review

8 Citations (Scopus)

Abstract

In many sales situations, consumers often encounter cross-selling persuasion, whereby the salesperson will suggest another product to go along with the initial purchase. While some consumers tend to be more susceptible to cross-selling persuasion, others are less so. Why is this the case? The present research proposes that consumers’ self-construal can influence their purchase intention for the cross-selling product. The authors conduct three studies to test their hypotheses. Specifically, they show that interdependent (independent) self-construal increases (lowers) consumers' purchase intention toward the cross-selling item (Study 1). This relationship is mediated by interpersonal harmony (Study 2) and moderated by product complementarity (Study 3).
Original languageEnglish
Pages (from-to)177-184
Number of pages8
JournalJournal of Retailing and Consumer Services
Volume34
DOIs
Publication statusPublished - 1 Jan 2017

Keywords

  • Cross-selling
  • Interpersonal harmony
  • Self-construal

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