Listening to your customers: the impact of perceived salesperson listening behavior on relationship outcomes

Article Abstract:

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 customers' 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 research results suggest that listening is a higher-order construct composed of three dimensions: (a) sensing, (b) evaluating, and (c) responding. When customers perceive a high level of listening behavior by a salesperson, it enhances their trust in the salesperson and leads to greater anticipation of future interaction. Implications and future research issues are discussed. (Reprinted by permission of the publisher.)

Research, Beliefs, opinions and attitudes, Customer relations, Consumers, Listening, Sales personnel, Salespeople, Attitudes

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An investigation of team information processing in service teams: exploring the link between teams and customers

Article Abstract:

The importance of the implementation of teams in customer contact positions, to satisfy the needs of increasingly knowledgeable and demanding customers, is discussed. However, the effectiveness of this implementation some times becomes poor because of stifled information flows and poor communications.

Human information processing

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The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Article Abstract:

The nonlinear and direct relationship among customer satisfaction, word-of-mouth referrals, and new customer achievement, using logistic regression model, is presented.

Germany, Methods, Usage, Word of mouth marketing, Logistic regression

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