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| Author: | Widmier, S. |
| Title: | The effects of incentives and personality on salesperson's customer orientation |
| Journal: | Industrial Marketing Management
2002 : OCT, VOL 31:7, p.609-615 |
| Index terms: | Salesmen Incentives Personal property Consumer satisfaction |
| Freeterms: | Customer orientation |
| Language: | eng |
| Abstract: | The study replicates and extends findings from two previous studies by testing the effects of customer and sales volume-based compensation and personality characteristics on the customer orientation of salespeople. Customer satisfaction incentives and salespeople's level of empathy were positively related to customer orientation. Sales volume incentives and job tenure were negatively related to customer orientation. Empathy moderated the effect of customer satisfaction and sales volume incentives on customer orientation. |
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