A5069691964- Customer Service Quality and Loyalty
- Management, Economics, and Public Policy
- Diverse academic and cultural studies
- Digital Marketing and Social Media
- Consumer Behavior in Brand Consumption and Identification
- Corporate Identity and Reputation
- Technology Adoption and User Behaviour
- Consumer Retail Behavior Studies
- Securities Regulation and Market Practices
- Business Strategy and Innovation
- Coaching Methods and Impact
- Quality and Supply Management
- Motivation and Self-Concept in Sports
- Job Satisfaction and Organizational Behavior
- Sports, Gender, and Society
- Management and Marketing Education
- Sport and Mega-Event Impacts
- Digital Games and Media
- COVID-19 Pandemic Impacts
- Accounting and Organizational Management
- Service and Product Innovation
- Sports Analytics and Performance
- Wine Industry and Tourism
- Leadership and Management in Organizations
- Sport Psychology and Performance
Bocconi University
2015-2025
The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding role played by interpersonal‐related factors in gaining and developing loyalty. This paper explores impact interpersonal (both with firm employee another customer) satisfaction loyalty towards firm. Based review different streams research, develops empirically tests an original multi‐level multi‐subject model. findings show that customer‐to‐employee...
Purpose The purpose of this paper is to develop and test a comprehensive model customer trust in retail service setting. Three levels the customer‐to‐store relationship are simultaneously taken into account: sales associates, store branded products, itself. Design/methodology/approach Using partial least square (PLS) on sample 393 customers an Italian supermarket retailer, linking (in store, products associates) overall perceived value loyalty intentions behaviors tested. Subsequently...
Purpose This paper seeks to explore drivers and consequences of customer trust in the salesperson financial services industry. Its theoretical foundations are based on literature customers' interpersonal relationships with salespeople front‐line employees, as well area trust. Design/methodology/approach A conceptual model, specifying a set hypotheses linking salesperson's behaviours trust, latter behavioural loyalty intentions, was tested using partial least squares (PLS) sample 150...
Managerial and academic literature provide only limited guidance on how to drive the digital transformation of sales. This article presents a model for in-depth analysis sales processes, goals each process in terms effectiveness efficiency, structured set responses. For managers, it provides actionable guidelines sales, large inspiring examples, an international benchmarking opportunity.
The impact of big data on innovation is not only driven by technology and analytics. It involves a transformation the organizational culture, structures, processes, roles, capabilities that underpin process. Understanding these factors particularly important for service innovators, given strong interdependence between context in companies. Moreover, many organizations, process still deeply rooted non‐digital past. This study answers call to understand what are key characteristics systematic...
Many firms are engaging in the digital transformation (DT) of their sales forces, and this trend has accelerated during COVID-19 pandemic. However, research on DT as a profound organizational change process, well salespeople's individual psychological reactions to such initiatives, is still limited. Although offers salespeople more better resources for work-related goal attainment, it increases job demands typically generates high uncertainty, which companies must then manage. We draw...
The practice of customer-oriented selling (COS) has been identified as a key variable in an era relationship and consultative selling. However, compared with the "traditional" orientation (SO), COS requires greater expenditure effort by salesperson customer interactions. As consequence, salespeople have to be motivated engage this mode selling, but, unfortunately, factors that motivate are still not well known. Our study develops tests model organizational drivers SO on sample 326 managers....
Purpose This paper aims to examine the impact of customer perceptions about a salesperson’s combined use adaptive selling (AS) and orientation (SO) on trust in salesperson. Based insights from attribution theory, contingency model salespeople’ effectiveness, relationship marketing market literatures, authors analyze interplay between salespeople’s AS SO, how this affects trust. Furthermore, adopting perspective, investigate two important situational variables (i.e. length buyer–seller...
Salesperson job stress and satisfaction have been identified as critical factors affecting performance. Academic research suggests that sales managers can influence salesperson satisfaction. Interestingly, a review of the literature finds very little on impact leader humor usage salespeople. Consequently, we explore how salespeople's evaluation their manager's use influences individual levels We investigate both positive negative roles by analyzing evaluations managers' affiliative...
Business‐to‐business (B2B) sellers are increasingly transitioning to hybrid sales structures, by augmenting an in‐person field force with a direct online channel. During this transition, frequently experience cold‐start problem, wherein existing customers either not acquainted the channel or unconvinced of its usefulness and therefore reluctant adopt it. To overcome B2B relying on pushes , which efforts encourage salespeople nudge for certain buying tasks. Yet, because may fear that adoption...
With economic activity in emerging markets growing at 40 percent, and with 10 percent more of the firms Global Fortune 500 now headquartered economies, intense interest lies globalization business activities, including sales function. This systematic review international literature a selection most influential journals explains, consolidates, analyzes current knowledge. paper also explores challenges inherent conducting research, conceptualization, research management, data collection...
Purpose This study aims to develop and test a model of relationship selling management. It seeks examine the impact leadership quality selling, as antecedents salespeople's relational behaviours, on sales effectiveness. Design/methodology/approach Starting from review literature, incorporates two classes namely customer‐oriented (COS) adaptive (AS), managerial (i.e. strategy LMX) one consequence (sales effectiveness). The authors collected data 164 manager‐salesperson dyads in sample French...
Purpose This article aims to position current sales research in relation what academics perceive as important future areas for theory and practice. It makes the argument that after a 20‐year period of rapid growth almost decade transition phase, is now mature area academic inquiry. The paper seeks highlights gaps knowledge promising avenues endeavours. Design/methodology/approach based on survey European academics; answers are mapped matrices demonstrating fields importance against volume...
Purpose Value-based selling (VBS) is increasingly a key success factor in business to (B2B) settings, but its relationship with digital solutions (DSS) has not been explored. This study aims develop motivation-opportunity-ability (MOA)-based model that shows how an individual salesperson’s task-specific motivation implement DSS affects personal capabilities engage DSS-related internal coordination, customer networking and ultimately VBS behavior. The authors also account for the supervisor’s...