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| Author: | Lambert, D. M. Sharma, A. Levy, M. |
| Title: | What information can relationship marketers obtain from customer evaluations of salespeople? (Marketinginformationssystem) |
| Journal: | Industrial Marketing Management
1997 : MAR, VOL. 26:2, p. 177-187 |
| Index terms: | |
| Freeterms: | KUNDE, VERKAUFSABTEILUNG |
| Language: | eng |
| Abstract: | This study explores the relationship between customers' evaluation of business salespeople and the selling organization, and the relationship between managers' and customers' evaluations of salespeople. The results of a survey from business customers in the healthcare industry suggest that buying firms that give higher evaluations to business salespeople also give higher performance ratings to the selling organization. Also, salespeople who are evaluated as being better by customers also receive superior evaluations from their managers. Theoretical and managerial implications of the results are presented. |
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