دانلود مقاله ISI انگلیسی شماره 39296
ترجمه فارسی عنوان مقاله

رابطه شهرت نیروی فروش و رفتار مشتری: نقش ارزش های تجربی اضافه شده توسط نیروی فروش

عنوان انگلیسی
Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force
کد مقاله سال انتشار تعداد صفحات مقاله انگلیسی
39296 2015 13 صفحه PDF
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Retailing and Consumer Services, Volume 28, January 2016, Pages 54–66

ترجمه کلمات کلیدی
نیروی فروش - اعتبار فروشنده - ارزش افزوده تجربی - زمینه خدمات - رفتار مشتری
کلمات کلیدی انگلیسی
Sales force; Salesperson reputation; Experiential added value; Service context; Customer behavior
پیش نمایش مقاله
پیش نمایش مقاله  رابطه شهرت نیروی فروش و رفتار مشتری: نقش ارزش های تجربی اضافه شده توسط نیروی فروش

چکیده انگلیسی

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.