haku: @author Menon, K. / yhteensä: 9
viite: 3 / 9
| Tekijä: | Menon, K. Dube, L. |
| Otsikko: | Ensuring greater satisfaction by engineering salesperson response to customer emotions |
| Lehti: | Journal of Retailing
2000 : FALL, VOL. 76:3, p. 285-308 |
| Asiasana: | RETAILING CUSTOMERS SALESPEOPLE |
| Kieli: | eng |
| Tiivistelmä: | In this research, the authors develop and empirically investigate a framework to help retail managers engineer effective salesperson response to customer emotions and ensure greater satisfaction. Building on an interpersonal view of emotions, the authors argue that managers must be familiar with (1) diagnostic cues for assessing emotion-eliciting contexts and how customers generally display these emotions; (2) the normative salesperson responses that customers expect to their different emotions; (3) and the naturally occurring responses from the salesperson as observed by the customers. |
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