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Paper info: CUSTOMER EXPERIENCE IN ORGANIZATIONAL BUYING – A STUDY ON EMOTIONS EXPERIENCED DURING VENDOR EVALUATION

Title


CUSTOMER EXPERIENCE IN ORGANIZATIONAL BUYING – A STUDY ON EMOTIONS EXPERIENCED DURING VENDOR EVALUATION

Authors


Santosh Kumar Pandey and Amit Mookerjee

Place of Publication


The paper was published at the 34th IMP-conference in Marseille, France in 2018.

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Abstract


Emotions experienced during vendor evaluation in an organizational buying scenario are assessed and those which may influence decision making identified. The interaction of employee age and gender to assess how it influences a buying center executive’s emotional experience has also been explored. Empirical study conducted during the research indicates that buying center executives experience certain emotions during vendor evaluation. Though the emotions experienced by different age groups in a buying context remain the same, the level of emotional experience varies. Further, gender does not play a role in the emotions experienced in an organizational buying scenario.