Salespeople involved in the marketing of complex services often perform role "relationship manager." It is, part, quality relationship between salesperson and customer that determines probability continued interchange those parties future. A model is advanced tested examines nature, consequences, antecedents quality, as perceived by customer. The findings suggest future sales opportunities depend mostly on (i.e., trust satisfaction), whereas ability to convert into hinges more conventional...

Salespeople involved in the marketing of complex services often perform role “relationship manager.” It is, part, quality relationship between salesperson and customer that determines probability continued interchange those parties future. A model is advanced tested examines nature, consequences, antecedents quality, as perceived by customer. The findings suggest future sales opportunities depend mostly on (i.e., trust satisfaction), whereas ability to convert into hinges more conventional...

Relationship marketing (RM) has emerged as one of the dominant mantras in business strategy circles, though RM investigations often yield mixed results. To help managers and researchers improve effectiveness their efforts, authors synthesize empirical research a meta-analytic framework. Although fundamental premise that positively affects performance is well supported, many authors' findings have significant implications for practice. investment large direct effect on seller objective...

Prior empirical evidence on the role of customer participation (CP) service outcomes is limited and inconsistent. The authors add new insights by investigating boundary conditions CP-service outcome link. Using two experiments, article examines moderating effect three CP readiness factors: ability, perceived benefits participation, identification. results show that when high, increasing enhances including satisfaction quality; however, low, tapers off or becomes negative. highlight...

An internal customer′s (i.e. employee′s) satisfaction with a service firm can be significantly influenced by encounters experienced providers. For example, loan officer′s the bank he/she works for may well services provided data processing group. Introduces concept of “internal encounter” and presents results an initial study encounter satisfaction. The empirical builds on previous research in using critical incident methodology to examine large US bank. Indicates that customers are similar...

This paper focuses on five critical, yet underresearched, areas vital to sales performance in a marketplace that is increasingly more complex, demanding of customized solutions, and relationship focused. The topic addressed are the ability marshal intraorganizational resources by salespeople, salesperson creativity, examining buyer–seller interaction terms influence tactics behaviors importance establishing credibility with buyers as basis influence, ethics relative buying selling...

Although global intrinsic motivation has been demonstrated to mitigate role conflict and ambiguity, a more integrative approach would incorporate the cognitive affective dimensions of extrinsic (I/E) motivation. The differential impact I/E on job performance is theorized as partially mediated by perceptions. Moreover, better understand distinct ambiguity performance, this study captures both measure—behavioral outcome performance. Empirical results from survey salespeople indicate that,...

ABSTRACT Mass customized products, compared with mass marketed alternatives, offer advantages for optimizing performance outcomes, improving aesthetic appeal, and matching products' symbolic meanings consumers' expressive desires. Despite having identified these value drivers extant research has not connected those to individual differences among consumers. As a result, researchers' practitioners' abilities predict consumer products remain limited. This study advances tests model of...

This article focuses on the locus of recovery (LOR) when failures occur in coproduced services. LOR refers to who contributes recovery. Based effort, can be classified into three types: firm recovery, joint and customer The authors develop a conceptual framework examine antecedents, consequences, moderators test using experiments. They find that positive effect customers’ self-efficacy their expectancy participate is stronger they blame themselves for failure than service provider. Joint...

The authors advance a theoretical model of consumer negotiated pricing, using an orientation perspective. An overview traditional participant interchange (transaction bound) negotiation research is provided, and framework pretransaction conditions that contribute to orienting consumers prior developed. Finally, several managerial, public policy, implications derived from the perspective are discussed.

Abstract Research results information is becoming more frequently utilized in advertising to substantiate product performance claims, yet little known about consumers' perceived believability of this information. Available literature suggests five characteristics research which potentially impact believability, and these are empirically assessed a representative field setting. The resultant implications for advertisers discussed.