haku: @journal_id 1343 / yhteensä: 429
viite: 22 / 429
| Tekijä: | Johnson, J.T. Barksdale Jr., H.C. Boles, J.S. |
| Otsikko: | Factors associated with customer willingness to refer leads to salespeople |
| Lehti: | Journal of Business Research
2003 : APR, VOL. 56:4, p. 257-263 |
| Asiasana: | Customer relationship management (CRM) Customers Salespeople |
| Kieli: | eng |
| Tiivistelmä: | A model that examines factors that may contribute to customers' willingness to provide referrals to their salespeople is developed and tested. Data were collected in a business-to-business setting, and responses were received from 406 decision-makers. Structural equations modeling was used to test the model. The findings indicate that the customer's appraisal of the relationship directly influences customer willingness to provide referrals. It was found that customer trust of the salesperson and customer satisfaction with the salesperson influence the customer's appraisal of the relationship. |
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