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Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force

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  • Echchakoui, Saïd

Abstract

Based on the resource-based view theory and the experiential value model, this paper aims to investigate how experiential value added by the salesperson mediates the relationship between perceived salesperson reputation and customer behavior. A questionnaire is constructed, and data are collected from 229 customers served by financial salespeople working in five bank agencies in Canada. Structural equation modeling was employed to assess the proposed research model empirically. The empirical results revealed that the two dimensions of experiential value – economic benefit and service productivity – partially mediated the relationship between perceived salesperson reputation and both customer loyalty towards the salesperson and customer share of wallet. However, enjoyable interaction mediates only the relation among salesperson reputation and customer loyalty. The managerial implications are addressed.

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  • Echchakoui, Saïd, 2016. "Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 54-66.
    • Handle: RePEc:eee:joreco:v:28:y:2016:i:c:p:54-66
    DOI: 10.1016/j.jretconser.2015.07.014
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    6. Fan, Daisy X.F. & Hsu, Cathy H.C. & Lin, Bingna, 2020. "Tourists’ experiential value co-creation through online social contacts: Customer-dominant logic perspective," Journal of Business Research, Elsevier, vol. 108(C), pages 163-173.
    7. Inocencia María Martínez‐León & Isabel Olmedo‐Cifuentes, 2022. "Teachers’ views of corporate reputation: Influence on behavioral outcomes," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 93(3), pages 579-605, September.
    8. Wu, Po-Hsuan & Lin, Chieh-Peng, 2016. "Learning to foresee the effects of social identity complexity and need for social approval on technology brand loyalty," Technological Forecasting and Social Change, Elsevier, vol. 111(C), pages 188-197.
    9. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    10. Tareq N. Hashem, 2020. "Examining the Influence of COVID 19 Pandemic in Changing Customers' Orientation towards E-Shopping," Modern Applied Science, Canadian Center of Science and Education, vol. 14(8), pages 1-59, August.

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