Relevant bibliographies by topics / Salesperson-Customer interactions

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
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Academic literature on the topic 'Salesperson-Customer interactions'

Author: Grafiati
Published: 10 September 2022

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Journal articles on the topic "Salesperson-Customer interactions"

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Rocco, Richard A., and Alan J. Bush. "Exploring buyer-seller dyadic perceptions of technology and relationships." Journal of Research in Interactive Marketing 10, no. 1 (March 14, 2016): 17–32. http://dx.doi.org/10.1108/jrim-04-2015-0027.

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Purpose – This paper aims to understand an emerging paradigm for business-to-business selling, Sales 2.0, which connects various enabling technologies within leading sales processes to drive improved business and relational outcomes. In the context of Sales 2.0, this paper addresses the need for buyer–seller dyadic sales research in the literature and highlights the importance of understanding buyer and seller perspectives regarding technology expectations and relationship-building performance. Design/methodology/approach – This research utilizes a dyadic (salesperson–customer) data collection methodology, involving 74 matched salesperson and customer responses (37 dyads) to an online survey. Existing salesperson (self-report) measures of customer technology expectations and relationship-building performance with customers were utilized and adapted to provide dyadic measures to test for buyer–seller perceptual differences. Findings – The dyadic data analysis supports the presence of significant perceptual differences between the salesperson and their customer, respective of customer technology expectations and relationship-building performance measures. In particular, the analysis reveals bidirectional perceptual differences for the two measures, whereas the salesperson underestimates the importance of their customer’s technology expectations, but overestimates their relational performance relative to their customers. Originality/value – As technology continues to transform salesperson interactions with customers, the value of capturing a deeper understanding about those interactions increases. This study uses matched salesperson–customer dyads from a health-care sales organization to provide researchers and practitioners with insightful findings with respect to buyer–seller interactions and perceptual differences. Further, the research uniquely advances dyadic measures of customer technology expectations and relationship-building performance with customers to advance sales research in the context of Sales 2.0.
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Simintiras, Antonis C., and John W. Cadogan. "Behaviourism in the study of salesperson‐customer interactions." Management Decision 34, no. 6 (August 1996): 57–64. http://dx.doi.org/10.1108/00251749610121470.

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Echchakoui, Said. "Effect of salesperson personality on sales performance from the customer’s perspective." European Journal of Marketing 51, no. 9/10 (September 12, 2017): 1739–67. http://dx.doi.org/10.1108/ejm-03-2016-0147.

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Purpose Drawing on socioanalytic theory, this paper aims to explore whether a moderation mediation model can describe the mechanism linking salesperson social reputation (perceived stability and plasticity) and performance (customer share of wallet) in relationship marketing. The mediator is the salesperson’s overall equity, and the moderator is the salesperson-customer congruence. Design/methodology/approach A structured questionnaire was used to obtain data from 233 customers, served by 44 personal finance advisors at five banking agencies in Canada. Findings A multilevel approach showed that both perceived stability and perceived plasticity predict salesperson equity and performance. In addition, the empirical results indicated that the relationship between perceived stability and salesperson performance is partially mediated by salesperson overall equity. However, equity fully mediated the relationship between perceived plasticity and salesperson performance. Finally, the salesperson-customer congruence moderated the effect of both perceived stability and plastic on the salesperson overall equity. Research limitations/implications This research suggests that the moderation mediation model enables predicting the relationship between the perceived personality and performance. From a managerial perspective, the author encourages sales managers to pay attention to salespersons’ equity development as well as their performance. Notably, the author suggests that sales managers support and monitor salespeople with regard to improving their social status as well as their social popularity in their interactions with customers. Originality/value Previous research in sales force literature focuses on salespersons’ self-personality to predict sales performance. To the best of the author’s knowledge, this study is the first to show it is important to consider the perceived personality of a salesperson in predicting their performance. This study is also the first to introduce the salesperson reputation concept and its dimensions (perceived stability and plasticity).
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Rita, Rita. "Pengaruh Sales Call Anxiety (SCA) pada Kinerja Salespersons Asuransi Jiwa dengan Trait Negative Affectivity (Trait-Na)." Binus Business Review 3, no. 2 (November 30, 2012): 959. http://dx.doi.org/10.21512/bbr.v3i2.1367.

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This study empirically examines the effect of sales call anxiety (SCA) on salesperson performance, good performance in the form of sales volume and sales interactions. This study tested the hypothesis to identify early factors (antecedents) that may affect the sales call anxiety (SCA). Initial factors suspected as the cause of anxiety in sales interactions (SCA) are divided into two conditions, namely canvassing and closing condition. Canvassing consisted of meeting new people, customer with high social status, and being assertive, while the closing is a condition consisting of asking for commitment, and discussing performance with sales manager. The population in this study is all life insurance company salesperson in Palangkaraya. In this study, questionnaires were distributed to 200 people a life insurance salesperson, and then used as a sample is a total of 147 respondents who have a tendency to trait-NA. The sampling method used was purposive sampling. The analysis showed that when the salesperson must meet new customers, customers with a high social status, when they should be able to introduce himself and mission well (canvassing), when they should ask for customer commitments after several meetings and interviews with candidates customers, and when the salesperson must discuss the results of their performance with the sales manager (closing), causing anxiety for the salesperson, because when interacting with potential customers, they have a negative perception of the ability of self, negative perceptions of the mind customers in assessing their work when interacting, the emergence of physiological symptoms, and they take action "escape" of the situation, or the so-called protective action.
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Klein, Michel. "Emotional labor in a sales ecosystem: a salesperson-customer interactional framework." Journal of Business & Industrial Marketing 36, no. 4 (February 3, 2021): 666–85. http://dx.doi.org/10.1108/jbim-01-2020-0019.

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Purpose The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective. Design/methodology/approach This integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields. Findings Sales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers’ negative behaviors (e.g. mistreatment). Practical implications Emotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives. Originality/value Research on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeska et al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers.
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Wong, Amy, and Amrik Sohal. "Assessing customer‐salesperson interactions in a retail chain: differences between city and country retail districts." Marketing Intelligence & Planning 21, no. 5 (September 2003): 292–304. http://dx.doi.org/10.1108/02634500310490247.

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Ross, William T., and Diana C. Robertson. "Lying: The Impact of Decision Context." Business Ethics Quarterly 10, no. 2 (April 2000): 409–40. http://dx.doi.org/10.2307/3857884.

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Abstract:This study tests the usefulness of a person-situation interactionist framework in examining the willingness of a salesperson to lie to get an order. Using a survey of 389 salespersons, our results demonstrate that organizational relationships influence willingness to lie. Specifically, salespersons are less willing to lie to their own company than to their customer, than to a channel partner, and finally, than to a competitor firm. Furthermore, respondents from firms with a clear and positive ethical climate are less willing to lie. Finally, our study finds that interactions between personality factors, such as high Machiavellianism and high self-monitoring, and situational factors have an impact on willingness to lie. Our results suggest that firms can take steps to influence employee ethical behavior.
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Bailey, Ainsworth Anthony. "“Oh, stop! You flatter me”: ingratiation in retail settings." International Journal of Retail & Distribution Management 43, no. 9 (September 14, 2015): 895–915. http://dx.doi.org/10.1108/ijrdm-12-2014-0161.

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Purpose – Even though there has been anecdotal evidence regarding the use of ingratiation techniques in retail salesperson-shopper interactions, surprisingly, there has been limited research on the nature of these ingratiatory techniques and their impact on consumers’ perceptions and attitudes. The research reported here was conducted to determine the extent to which different ingratiation techniques that have been identified as techniques used in non-retailing domains are also used by retail salespersons in salesperson-shopper interactions. In addition, it sought to assess whether there are additional ingratiation techniques used by retail salespersons in salesperson-shopper interactions that have not been identified in existing ingratiation literature. The paper aims to discuss these issues. Design/methodology/approach – Two studies, drawing on research on ingratiation in other domains, were conducted in pursuit of realising the purpose. Study 1 was a survey involving a sample of 282 participants, which yielded 267 useable critical incident reports and 283 discrete examples of ingratiatory behaviours. Participants responded to various questions including a critical incident question. Cross-tabulations were, for the main part, used in assessing responses. A second survey involving 158 participants was undertaken as a verification study. This Study 2 yielded 144 useable responses. Findings – Based on a critical incident technique (CIT), other enhancement: compliment and praise was the ingratiation technique most frequently cited by participants in the first sample, with product-customer enhancement being second and favour-rendering third. The Study 2 confirmed other enhancement: compliment and praise and product-customer enhancement as the top two techniques. Four new categories of ingratiatory behaviours emerged in retail salesperson-shopper interactions, and many of the ingratiatory behaviours previously identified in non-retailing contexts also exist in this retailing context. Research limitations/implications – Both samples are US samples, and the method used was the CIT. Though the US samples are appropriate for this study, the study could be extended to other groups and across cultures, to see whether cultural differences in the use of, and consumer responses to, ingratiation techniques exist. The study also did not look at the retail salespeople’s perspectives regarding the use of these techniques. Hence further research should address dyadic interpretations of a single ingratiatory encounter; and efforts should also be made to assess how consumers respond to ingratiation in retailing. Practical implications – The studies result in a classification of the influence techniques used most often in retail settings in the USA. Retailers should be aware that customers may, therefore, expect certain kinds of influence tactics and may not respond in the same way when there is a departure from a “customary” influence tactic. Originality/value – Not much research has explored the different kinds of ingratiation techniques used in retail contexts; nor has the stream of research sought to categorise them.
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Hall, Zachary R., Michael Ahearne, and Harish Sujan. "The Importance of Starting Right: The Influence of Accurate Intuition on Performance in Salesperson–Customer Interactions." Journal of Marketing 79, no. 3 (May 2015): 91–109. http://dx.doi.org/10.1509/jm.13.0505.

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Guenzi, Paolo, Luigi M. De Luca, and Rosann Spiro. "The combined effect of customer perceptions about a salesperson’s adaptive selling and selling orientation on customer trust in the salesperson: a contingency perspective." Journal of Business & Industrial Marketing 31, no. 4 (May 3, 2016): 553–64. http://dx.doi.org/10.1108/jbim-02-2015-0037.

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Purpose This paper aims to examine the impact of customer perceptions about a salesperson’s combined use of adaptive selling (AS) and selling orientation (SO) on customer trust in the salesperson. Based on insights from attribution theory, the contingency model of salespeople’ effectiveness, relationship marketing and market orientation literatures, the authors analyze the interplay between customer perceptions of salespeople’s AS and SO, and how this affects customer trust. Furthermore, adopting a contingency perspective, the authors investigate how two important situational variables (i.e. length of buyer–seller relationships and importance of purchase for the buyer) affect this relationship. Design/methodology/approach This study is based on regression analysis with two- and three-way interactions, using survey data from 134 business-to-business (B2B) buyers. Findings The results indicate that the interplay between AS and SO is negatively related to trust, and that the above situation is attenuated in sales contexts characterized by high purchase importance or enduring buyer–seller relationships. Research limitations/implications The empirical findings are based on firms from a single industry. Second, a cross-sectional research design is adopted. Third, the absence of measures of objective performance (e.g. sales) might be regarded as a limitation. Practical implications The study suggests that salespeople willing to win customer trust should modify their approach across the relationship life cycle. Similarly, when purchase importance for the customer is low, salespeople interested in building relationships based on trust should combine AS and customer orientation. In contrast, when purchase importance is high, salespeople can only generate more trust by increasing customer orientation/reducing SO. These findings might inspire sales trainers and sales managers in developing training experiences based on adaptation and customer orientation. Originality/value The research contributes in several ways to the literature. First, the simultaneous effect of AS and SO on performance (i.e. customer trust) was investigated. Second, the analysis of the interaction between AS and SO was complemented by testing two important boundary conditions residing in the selling situation: purchase importance and relationship length. Third, this study is the first to examine the interplay among AS, SO and selling context outside using customer data from actual B2B sales interactions. Also, it enhances knowledge of the effects of AS on sales outcomes by adding a long-term, relational outcome (i.e. trust) to previous work that tended to focus on short-term outcomes (i.e. sales revenues). Furthermore, by investigating perceived benefits from the point of view of customers rather than sellers, our findings add to previous studies of AS which relied too heavily, or exclusively, on the voice of the seller. Finally, this study shed further light on the role played by SO in affecting customer-based performance.
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Dissertations / Theses on the topic "Salesperson-Customer interactions"

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Klein, Michel. "Une contribution a la compréhension et a l’explication d’un facteur de réussite commerciale des vendeurs : le travail émotionnel." Thesis, Montpellier, 2021. http://www.theses.fr/2021MONTD040.

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Baumann, Jasmin. "Do you need to trust to co-create? : an exploration of the influence of interpersonal trust on value co-creation in customer-salesperson interaction in transactional and relational service exchange." Thesis, University of East Anglia, 2012. https://ueaeprints.uea.ac.uk/47389/.

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This qualitative study explores how interpersonal trust influences the co-creation of value in transactional and relational customer-salesperson interaction in service industries. Despite the suggestion that value co-creation is the purpose of interaction and professional relationships and the identification of trust as a vital antecedent of successful customer connections, this potentially significant interrelation has not yet been examined. Through 46 semi-structured interviews with customers and specialists (i.e. salespeople) as well as other employees of six internationally operating fine arts auction houses, a conceptual model and set of propositions is developed that consider the perspectives of both actors and analyse the generative mechanisms involved in value co-creation on the interpersonal level. It was found that trust gradually evolves across intertwined interaction levels through continuous re-evaluation of the other actor’s trustworthiness, which is based on their perceived ability, integrity, benevolence and the establishment of rapport. The priority of these antecedents, however, varies significantly between customers and specialists. The emergent mutual trust enables the customer to exercise their causal power to disclose their value-generating processes and the specialist to understand and participate in these. Furthermore, there was strong evidence that the nature of the value sought by customers can be distinguished into episode and relationship dimensions – the value proposition of the specialist, however, initially only covers the former facet. Thus, the disclosure and identification of the customer’s value systems also enables the specialist to use their own causal power to adapt their value proposition according to the customer’s desired value dimension, thereby differentiating their service from competitors. Driven by mechanisms such as a commitment to work together, share interests and achieve common goals, this process results in the co-creation of episode and/or relationship value structures for the customer. It was further shown that due to the customer’s input, the actors also realise concrete episode and/or relationship value structures for the specialist, therefore engaging in mutual instead of unidirectional value co-creation.
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Books on the topic "Salesperson-Customer interactions"

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Rotemberg, Julio J. Persuasion and empathy in salesperson-customer interactions. Cambridge, MA: National Bureau of Economic Research, 2010.

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Book chapters on the topic "Salesperson-Customer interactions"

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Niemi, Jarkko, Ellen Pullins, and Timo Kaski. "Decision-making in salesperson–customer interaction." In Intersubjectivity in Action, 163–81. Amsterdam: John Benjamins Publishing Company, 2021. http://dx.doi.org/10.1075/pbns.326.08nie.

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Vredenburg, Harrie. "Salesperson-Customer Dyadic Interaction Revisited: A Call for Methodological Eclectisism." In Proceedings of the 1987 Academy of Marketing Science (AMS) Annual Conference, 343–47. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-17052-7_71.

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Rink, David R. "The Impact of Family Constellation Upon Salesperson-Customer Interaction: A Theoretical Application." In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference, 15–19. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13162-7_6.

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Klein, Michel, Fanny Poujol, Bruno Lussier, and Christophe Fournier. "COMBINING CRITICAL INCIDENT TECHNIQUE ANDCONTENT ANALYSIS TO INVESTIGATE CRITICAL EMOTIONAL BEHAVIORS IN SALESPERSON-CUSTOMER INTERACTIONS." In Qualitative Research: practices and challenges, 62–80. Ludomedia, 2020. http://dx.doi.org/10.36367/ntqr.1.2020.62-80.

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Gil, A. B., and F. J. Garcia. "Recommender Systems in E-Commerce." In Encyclopedia of Human Computer Interaction, 486–93. IGI Global, 2006. http://dx.doi.org/10.4018/978-1-59140-562-7.ch073.

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Electronic commerce (EC) is, at first sight, an electronic means to exchange large amounts of product information between users and sites. This information must be clearly written since any users who accesses the site must understand it. Given the large amounts of information available at the site, interaction with an e-market site becomes an effort. It is also time-consuming, and the user feels disoriented as products and clients are always on the increase. One solution to make online shopping easier is to endow the EC site with a recommender system. Recommender systems are implanted in EC sites to suggest services and provide consumers with the information they need in order to decide about possible purchases. These tools act as a specialized salesperson for the customer, and they are usually enhanced with customization capabilities; thus they adapt themselves to the users, basing themselves on the analysis of their preferences and interests. Recommenders rely mainly on user interfaces, marketing techniques, and large amounts of information about other customers and products; all this is done, of course, in an effort to propose the right item to the right customer. Besides, recommenders are fundamental elements in sustaining usability and site confidence (Egger, 2001); that’s the reason why e-market sites give them an important role in their design (Spiekermann & Paraschiv, 2002). If a recommender system is to be perceived as useful by its users, it must address several problems, such as the lack of user knowledge in a specific domain, information overload, and a minimization of the cost of interaction. EC recommenders are gradually becoming powerful tools for EC business (Gil & García, 2003) making use of complex mechanisms mainly in order to support the user’s decision process by allowing the analogical reasoning by the human being, and avoiding the disorientation process that occurs when one has large amounts of information to analyse and compare. This article describes some fundamental aspects in building real recommenders for EC. We will first set up the scenario by exposing the importance of recommender systems in EC, as well as the stages involved in a recommender-assisted purchase. Next, we will describe the main issues along three main axes: first, how recommender systems require a careful elicitation of user requirements; after that, the development and tuning of the recommendation algorithms; and, finally, the design and usability testing of the user interfaces. Lastly, we will show some future trends in recommenders and a conclusion.
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Conference papers on the topic "Salesperson-Customer interactions"

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Meyer, Michael, Dominik Siemon, and Susanne Robra-Bissantz. "Emotion-based IS support for Customer-Salesperson Interaction." In Hawaii International Conference on System Sciences. Hawaii International Conference on System Sciences, 2021. http://dx.doi.org/10.24251/hicss.2021.538.

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Reports on the topic "Salesperson-Customer interactions"

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Rotemberg, Julio. Persuasion and empathy in salesperson-customer interactions. Cambridge, MA: National Bureau of Economic Research, May 2010. http://dx.doi.org/10.3386/w15975.

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