Factors associated with customer willingness to refer leads to salespeople

Article Abstract:

The factors associated with a customerEs willingness to provide referrals to their salespeople are examined. It is found that customer trust for the salesperson, and customer satisfaction with the salesperson influence the customerEs appraisal of the relationship. It is also observed that customer expectation of continuing the relationship did not influence customer willingness to provide referrals.

Customer satisfaction, Customer loyalty

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On the front lines: stress, conflict, and the customer service provider

Article Abstract:

Earlier studies have identified role stress as one of the major factors influencing job satisfaction. However, such studies have failed to consider nonwork factors that indirectly contribute to role stress, thereby increasing job dissatisfaction. A model has been developed which focuses on work-family conflict as a nonwork factor adversely affecting job satisfaction among marketing professionals.

Psychological aspects, Research, Job stress, Job satisfaction, Workers

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The etop-of-the-lineE influence on the buyer-seller relationship

Article Abstract:

The gap between decision heuristics of customers and salespersonsE influence strategies, ascertaining the effect of the presence of a etop-of-the-lineE (TOTL) effect on product choice is bridged by using a compact disc (CD) player product line. The product choice results, using a net step-up analysis, indicate that the TOTL sales tactic was effective in producing higher product choices.

Consumer preferences, Vendor relations

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