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| Tekijä: | Ramsey, R. Sohi, R. |
| Otsikko: | Listening to your customers: the impact of perceived salesperson listening behavior on relationship outcomes |
| Lehti: | Journal of the Academy of Marketing Science
1997 : SPRING, VOL. 25:2, p. 127-137 |
| Asiasana: | MARKETING CUSTOMERS SALESPEOPLE |
| Kieli: | eng |
| Tiivistelmä: | A thorough understanding of how businesses gain and maintain long-term relationships with clients is critical in today's environment. This study develops a scale for salesperson listening behavior and investigates the impact of consumers' perceptions of salespeople's listening behavior on trust, satisfaction, and anticipation of future interaction. A structural equations model is developed and empirically tested using a sample of new car buyers. The results indicate that listening is a higher-order construct composed of three dimensions: sensing, evaluating and responding. |
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