IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-02889848.html
   My bibliography  Save this paper

How to build a good relationship quality with artisan and shopkeeper customers? A Tetraclass analysis
[Comment construire une relation de qualité avec une clientèle d’artisans et commerçants ? Une analyse Tétraclasse]

Author

Listed:
  • Eric Julienne

    (LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], UEVE - Université d'Évry-Val-d'Essonne)

  • Sylvie Llosa

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

Abstract

Research objectives : Salespeople do not simply have the mission to sell, but also to build a good relationship quality with professional customers in order to get them loyal. This research aims to identify the levers of salespeople relational performance and their respective contributions to relational quality. Methodology : Drawing on a literature review, the authors provide a list of 21 relational performance elements (RPE's). Then, using the tetraclass model (Llosa, 1997) tested on a sample of 202 artisan and shopkeeper customers, they hierarchize the weight of these 21 factors in the formation of relationship quality, by classifying them into 4 categories: basic, key, plus and secondary elements. Results : The results show that customer oriented behaviors are basic, customer culture elements are key, and elements linked to salespeople extra-roles (role of a friend, proactive role) are plus. Managerial/societal implications : This research helps hierarchizing HR actions with salespeople (training, customer culture, and recruitment) in order to increase relationship quality with customers, depending on customer value and competition intensity. Originality : Whereas tetraclasses is usually used for explaining the formation of satisfaction in the field of B2C services, in this research it focuses on relationship quality with salespeople in the B2B field. It thus broadens its conceptual scope and external validity.

Suggested Citation

  • Eric Julienne & Sylvie Llosa, 2021. "How to build a good relationship quality with artisan and shopkeeper customers? A Tetraclass analysis [Comment construire une relation de qualité avec une clientèle d’artisans et commerçants ? Une ," Post-Print hal-02889848, HAL.
    • Handle: RePEc:hal:journl:hal-02889848
    Note: View the original document on HAL open archive server: https://hal.science/hal-02889848v1
    as

    Download full text from publisher

    File URL: https://hal.science/hal-02889848v1/document
    Download Restriction: no
    ---><---

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lionel Nicod & Élodie Mallor & Sylvie Llosa, 2023. "L’influence de l’aide à participer en magasin sur la satisfaction client : une approche par le modèle tétraclasse," Post-Print hal-04311121, HAL.
    2. Feng-Han Lin & Sang-Bing Tsai & Yu-Cheng Lee & Cheng-Fu Hsiao & Jie Zhou & Jiangtao Wang & Zhiwen Shang, 2017. "Empirical research on Kano’s model and customer satisfaction," PLOS ONE, Public Library of Science, vol. 12(9), pages 1-22, September.
    3. Amal R. Karunaratna & Lester W. Johnson, 2015. "Management of Exporter-Overseas Channel Intermediary Relationships," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 5(1), pages 33-46, January.
    4. Piris, Yolande & Gay, Anne-Cécile, 2021. "Customer satisfaction and natural language processing," Journal of Business Research, Elsevier, vol. 124(C), pages 264-271.
    5. Marie-Christine Lichtlé & S. Llosa & V. Plichon, 2002. "La contribution des differents elements d'une grande surface alimentaire a la satisfaction du client," Post-Print hal-01822824, HAL.
    6. Mohammad Ovais & Mohammad Imran Wazir & Owais Mufti, 2011. "Pharmaceutical Personal Selling: Problems Prospects and Importance of Strategic Relationship Marketing," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 3(2), pages 1, October.
    7. Odekerken-Schroder, Gaby & De Wulf, Kristof & Schumacher, Patrick, 2003. "Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality," Journal of Business Research, Elsevier, vol. 56(3), pages 177-190, March.
    8. Sheth, Jagdish N. & Parvatiyar, Atul & Sinha, Mona, 2012. "The conceptual foundations of relationship marketing: Review and synthesis," economic sociology. perspectives and conversations, Max Planck Institute for the Study of Societies, vol. 13(3), pages 4-26.
    9. Sylvie Llosa, 2012. "Quatre manières de contribuer à la satisfaction du patient hospitalisé : Les éléments Basiques, Plus, Clés et Secondaires," Post-Print hal-01822874, HAL.
    10. Ghislaine Pellat & Fanny Poujol & B. Siadou-Martin, 2010. "L'orientation client du vendeur du point de vue du consommateur : les apports de la théorie de l'attachement," Post-Print halshs-00511849, HAL.
    11. Franck Brulhart, 2002. "Le rôle de la confiance dans le succès des partenariats verticaux logistiques:le cas des coopérations entre industriels agro-alimentaires et prestataires logistiques," Revue Finance Contrôle Stratégie, revues.org, vol. 5(4), pages 51-77, December.
    12. Amal R. Karunaratna & Lester W. Johnson, 2015. "Management of Exporter-Overseas Channel Intermediary Relationships," International Journal of Business and Social Research, LAR Center Press, vol. 5(1), pages 33-46, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-02889848. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.