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Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc

Author

Listed:
  • Timothy J. CRADER

    (Sacred Heart University, USA)

  • Stephen M. BROWN

    (Sacred Heart University, USA)

Abstract

This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.

Suggested Citation

  • Timothy J. CRADER & Stephen M. BROWN, 2013. "Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 248-254, November.
    • Handle: RePEc:aio:manmar:v:xi:y:2013:i:2:p:248-254
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    References listed on IDEAS

    as
    1. Stock, Ruth, 2004. "Drivers of Team Performance: What Do We Know and What Have We Still to Learn?," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35551, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Ruth Stock, 2004. "Drivers Of Team Performance: What Do We Know And What Have We Still To Learn?," Schmalenbach Business Review (sbr), LMU Munich School of Management, vol. 56(3), pages 274-306, July.
    3. Stock, Ruth, 2004. "Drivers of Team Performance: What Do We Know and What Have We Still to Learn?," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60487, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    teams selling; business to business sales; team approach to selling technical products;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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