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An Attitude-Behavior Model of Salespeople’s Customer Orientation

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Cited by:

  1. Alex Mari & Andreina Mandelli & René Algesheimer, 2023. "Shopping with Voice Assistants: How Empathy Affects Individual and Family Decision-Making Outcomes," Working Papers 399, University of Zurich, Department of Business Administration (IBW).
  2. Cron, William L. & Gilly, Mary C. & Graham, John L. & Slocum Jr., John W., 2009. "Gender differences in the pricing of professional services: Implications for income and customer relationships," Organizational Behavior and Human Decision Processes, Elsevier, vol. 109(1), pages 93-105, May.
  3. Singh, Ramendra Pratap & Singh, Ramendra & Mishra, Prashant, 2021. "Does managing customer accounts receivable impact customer relationships, and sales performance? An empirical investigation," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  4. Alexander Haas, 2006. "Bestimmungsfaktoren des Beratungserfolges: Eine informationsökonomische Betrachtung und empirische Analyse im Handel," Schmalenbach Journal of Business Research, Springer, vol. 58(5), pages 638-664, August.
  5. Carlos Monteiro & Mara Franco & Raquel Meneses & Rui Alexandre Castanho, 2023. "Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector," Sustainability, MDPI, vol. 15(21), pages 1-22, October.
  6. Ryan Kirkland, Julia C. & Edwards, Bryan D. & Flaherty, Karen E., 2021. "The effect of honest and humble leadership on salesperson customer orientation," Journal of Business Research, Elsevier, vol. 130(C), pages 49-58.
  7. Priyanka Singh & Maninder Singh, 2018. "Analysing and Prioritizing the Antecedents of Customer Shopping Experience Using Analytical Hierarchy Process (AHP) Modelling," IIM Kozhikode Society & Management Review, , vol. 7(1), pages 59-74, January.
  8. Kiran Karande & Altaf Merchant & K. Sivakumar, 2012. "Relationships among time orientation, consumer innovativeness, and innovative behavior: the moderating role of product characteristics," AMS Review, Springer;Academy of Marketing Science, vol. 2(2), pages 108-125, December.
  9. Kashif Shafiq & Muhammad Waqas & Arslan Rafi, 2017. "Impact Of Salespersons’ Skill-Sets On Sales Performance: An Empirical Investigation Of A Telecommunication Company," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 13(2), pages 1-10.
  10. Barnes, Donald C. & Ponder, Nicole & Hopkins, Christopher D., 2015. "The impact of perceived customer delight on the frontline employee," Journal of Business Research, Elsevier, vol. 68(2), pages 433-441.
  11. Castell, Carolin & Kiefer, Jasmin & Schubach, Sebastian & Schumann, Jan H. & Graf-Vlachy, Lorenz & König, Andreas, 2023. "Integrating digital platform dynamics into customer orientation research: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 163(C).
  12. Sergio Román, 2014. "Salesperson's listening in buyer-seller service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 34(7), pages 630-644, May.
  13. Fassnacht, Martin & Beatty, Sharon E. & Szajna, Markus, 2019. "Combating the negative effects of showrooming: Successful salesperson tactics for converting showroomers into buyers," Journal of Business Research, Elsevier, vol. 102(C), pages 131-139.
  14. Xin Zhao, 2022. "Customer Orientation: A Literature Review Based on Bibliometric Analysis," SAGE Open, , vol. 12(1), pages 21582440221, February.
  15. Kiran Karande & Altaf Merchant & K. Sivakumar, 2011. "Erratum to: Relationships among time orientation, consumer innovativeness, and innovative behavior: the moderating role of product characteristics," AMS Review, Springer;Academy of Marketing Science, vol. 1(2), pages 99-116, June.
  16. Javalgi, Rajshekhar G. & Hall, Kenneth D. & Cavusgil, S. Tamer, 2014. "Corporate entrepreneurship, customer-oriented selling, absorptive capacity, and international sales performance in the international B2B setting: Conceptual framework and research propositions," International Business Review, Elsevier, vol. 23(6), pages 1193-1202.
  17. Valenzuela, Leslier & Torres, Eduardo & Hidalgo, Pedro & Farías, Pablo, 2014. "Salesperson CLV orientation's effect on performance," Journal of Business Research, Elsevier, vol. 67(4), pages 550-557.
  18. Chankoo Yeo & Chung Hur & Seonggoo Ji, 2019. "The Customer Orientation of Salesperson for Performance in Korean Market Case: A Relationship between Customer Orientation and Adaptive Selling," Sustainability, MDPI, vol. 11(21), pages 1-18, November.
  19. Iglesias, Oriol & Markovic, Stefan & Rialp, Josep, 2019. "How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy," Journal of Business Research, Elsevier, vol. 96(C), pages 343-354.
  20. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
  21. Arndt, Aaron D. & Karande, Kiran, 2012. "Is it better for salespeople to have the highest customer orientation or a strong fit with their group's customer orientation? Findings from automobile dealerships," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 353-359.
  22. Jang, Seongsoo & Nemeh, André, 2017. "Salespeople knowledge search behavior and sales performance: An investigation of printing equipment industry," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 323-333.
  23. Julio J. Rotemberg, 2010. "Empathy in salesperson-customer interactions," 2010 Meeting Papers 1099, Society for Economic Dynamics.
  24. Johlke, Mark C. & Iyer, Rajesh, 2013. "A model of retail job characteristics, employee role ambiguity, external customer mind-set, and sales performance," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 58-67.
  25. Isabel Riquelme & Sergio Román, 2014. "The Influence of Consumers’ Cognitive and Psychographic Traits on Perceived Deception: A Comparison Between Online and Offline Retailing Contexts," Journal of Business Ethics, Springer, vol. 119(3), pages 405-422, February.
  26. Puccinelli, Nancy M. & Goodstein, Ronald C. & Grewal, Dhruv & Price, Robert & Raghubir, Priya & Stewart, David, 2009. "Customer Experience Management in Retailing: Understanding the Buying Process," Journal of Retailing, Elsevier, vol. 85(1), pages 15-30.
  27. Delpechitre, Duleeep & Beeler-Connelly, Lisa L. & Chaker, Nawar N., 2018. "Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior," Journal of Business Research, Elsevier, vol. 92(C), pages 9-24.
  28. Achilleas Boukis, 2016. "Achieving favourable customer outcomes through employee deviance," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 319-338, June.
  29. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
  30. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
  31. Roland Kassemeier & Sascha Alavi & Johannes Habel & Christian Schmitz, 2022. "Customer-oriented salespeople’s value creation and claiming in price negotiations," Journal of the Academy of Marketing Science, Springer, vol. 50(4), pages 689-712, July.
  32. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
  33. Zheng, Shiyong & Chen, Jiada & Liao, Junyun & Hu, Hsin-Li, 2023. "What motivates users' viewing and purchasing behavior motivations in live streaming: A stream-streamer-viewer perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  34. Baliga, Ashwin J. & Chawla, Vaibhav & Sunder M, Vijaya & Ganesh, L.S. & Sivakumaran, Bharadhwaj, 2021. "Service Failure and Recovery in B2B Markets – A Morphological Analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 763-781.
  35. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
  36. Piyush Kumar & Mayukh Dass & Omer Topaloglu, 2011. "Exploring satisfaction in business-to-business services: a path-analytic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 13-27, March.
  37. Huifeng Pan & Hong-Youl Ha, 2021. "Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(17), pages 1-16, August.
  38. Sandra Gountas & John Gountas & Felix T Mavondo, 2014. "Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry," Australian Journal of Management, Australian School of Business, vol. 39(1), pages 107-126, February.
  39. Tobias Scholz & Jörn Redler & Sven Pagel, 2021. "Re-designing adaptive selling strategies: the role of different types of shopping companions," Review of Managerial Science, Springer, vol. 15(5), pages 1243-1280, July.
  40. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
  41. Ronald Baganzi & Geon-Cheol Shin & Shali Wu, 2019. "Examining Consumers’ Attitudes toward Gmarket Online Shopping," J, MDPI, vol. 2(3), pages 1-20, August.
  42. Stock-Homburg, Ruth & Özbek-Potthoff, Gülden & Wagner, Marina Melanie, 2012. "Soziale Medien im Personalmanagement," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 66(1), pages 28-48.
  43. Lifang Shu & Haiying Wei & Leiqing Peng, 2019. "Making the Customer Orientation of Salespeople Unsustainable—The Moderating Effect of Emotional Exhaustion," Sustainability, MDPI, vol. 11(3), pages 1-15, January.
  44. Tobias Kraemer & Welf H. Weiger & Matthias H. J. Gouthier & Maik Hammerschmidt, 2020. "Toward a theory of spirals: the dynamic relationship between organizational pride and customer-oriented behavior," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1095-1115, November.
  45. Miriam Benitez & Jose M. Leon-Perez & Alejandro Orgambídez & Francisco J. Medina, 2021. "Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-Unit Well-Being," IJERPH, MDPI, vol. 18(15), pages 1-13, July.
  46. Kashif Shafiq & Muhammad Waqas & Arslan Rafi, 2017. "Impact Of Salespersons’ Skill-Sets On Sales Performance: An Empirical Investigation Of A Telecommunication Company," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 13(2), pages 13-11.
  47. Tung, Vincent Wing Sun & Chen, Po-Ju & Schuckert, Markus, 2017. "Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance," Tourism Management, Elsevier, vol. 59(C), pages 23-35.
  48. Mahmoud M. Migdadi & Mohammed K. Abu Zaid & Mohammed Yousif & Ra’d Almestarihi & Khalil Al-Hyari, 2017. "An Empirical Examination of Knowledge Management Processes and Market Orientation, Innovation Capability, and Organisational Performance: Insights from Jordan," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(01), pages 1-32, March.
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