The influence of salesperson selling behaviors on customer satisfaction with products

Goff, Brent G.; Boles, James S.; Bellenger, Danny N.; Stojack, Carrie

doi:10.1016/s0022-4359(97)90002-6

Cited by 283 publications

(221 citation statements)

References 26 publications

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“…Customer experience Berry, Carbone, and Haeckel (2002);Gentile, Spiller, and Noci (2007), Holbrook and Hirschmann (1982); Meyer and Schwager (2007); Naylor et al (2008); Sousa and Voss (2006) Customer experience driver Social environment Baker et al (2002); Haytko and Baker (2004) Bolton and Drew (1991);Boulding et al (1993);Mittal, Kumar, and Tsiros (1999);van Doorn and Verhoef (2008) Moderators Consumer goals Dabholkar and Bagozzi (2002); Kaltcheva and Weitz (2006); Wakefield and Baker (1998) Other moderators Fisher, Gainer, and Bristor (1997); Goff et al (1997), Luo (2005); Wakefield and Baker (1998); White and Dahl (2006) focused on elements of the retail environment which are under the control of the retailer and how these elements influence specific customer responses. In Table 1 we provide a brief overview of important studies on each of the determinants of the customer experience discussed in our conceptual model.…”

Section: Theme Studymentioning

confidence: 99%

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef

Lemon

Parasuraman

et al. 2009

Journal of Retailing

2,320

2,010

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Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.

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Section: Theme Studymentioning

confidence: 99%

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef

Lemon

Parasuraman

et al. 2009

Journal of Retailing

2,320

2,010

View full text Add to dashboard Cite

show abstract

“…The current research found that booksellers are certainly used for routine services such as locating and ordering books, but in-depth knowledge requiring a genuine social interaction is not sought. This tends to contradict traditional emphases upon the positive influence of the salesperson in retailing and in customer-facing industries (Goff et al, 1997;Bell et al, 2010). There is also an extensive body of research which demonstrates the importance and impact of customer-to-customer interactions (Arndt, 1967;de Matos and Rossi, 2008) These interactions may result in mimicry (Tanner et al, 2008) or conversely, consumer actions which underline distinctness of identity and behaviour (Berger, 2008).…”

Section: Testing the Conceptual Frameworkmentioning

confidence: 99%

Examining chain bookshops in the context of “third place”

Laing

Royle

2013

International Journal of Retail &Amp; Distribution Management

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“…그러나 Kim and Lee (Bae & Lee, 2001;Kim & Park, 2003;Kim et al, 2006;Park, 2004;Williams & Seminerio, 1985). Goff et al(1997) (Anderson & Gerbing, 1988;Crosby et al, 1990;Kim & Lee, 2002;Park & Jung, 2006;Rajaobelina & Bergeron, 2009;Wray et al, 1994). 한편 기존의 연구에서 만족과 신뢰 간의 인과 관 계를 서로 다른 관점에서 연구되기도 한다 (Bae & Lee, 2001).…”

Section: 일반적인 판매원의 역할과 속성unclassified

Influence of Hanbok Salesperson's Attributes on Relationship Quality with Customers and the Behavioral Intention

Hwang

Rhee²

2013

Journal of the Korean Society of Clothing and Textiles

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This study shows the importance of human factors in relationship marketing by revealing the influence of Hanbok salesperson's attributes on relationship quality and long-term relationship orientation at the time when a culture is newly understood. A questionnaire surveyed 376 women living around the Seoul and Daejeon Metropolitan areas from February to March 2013. SPSS WIN 20.0 and AMOS 20.0 programs analyzed the gathered data. We review the influence of Hanbok salesperson's attributes (expertise, ethics, communication skill, customer orientation, similarity, and likeability) on relationship quality and behavioral intention. The research indicates that only customer orientation and Hanbok salesperson's expertise attributes influence relationship quality. All the attributes had a positive influence; in addition, the relationship quality had a significant influence on customer loyalty. However, communication skill, similarity, and likeability did not influence relationship quality. Customer orientation, which provides a customized service based on the recognition of individual customer trends and expertise in developing a relationship with customers, are important factors to form relationship quality and loyalty.

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The influence of salesperson selling behaviors on customer satisfaction with products

Cited by 283 publications

References 26 publications

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Examining chain bookshops in the context of “third place”

Influence of Hanbok Salesperson's Attributes on Relationship Quality with Customers and the Behavioral Intention

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