DIFFERENCES IN ASSESSING SELLERS' BEHAVIOUR BY THE CUSTOMERS OF BABY BOOM, X, Y AND Z GENERATIONS

Jana Kovaľová (), Zuzana Birknerová (), Miroslav Frankovský and Eva Benková ()
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Jana Kovaľová: The University of Prešov in Prešov, Faculty of Management, Prešov
Zuzana Birknerová: The University of Prešov in Prešov, Faculty of Management, Prešov
Eva Benková: The University of Prešov in Prešov, Faculty of Management, Prešov

CBU International Conference Proceedings, 2019, vol. 7, issue 0, 173-179

Abstract: The role of sellers is changing in a turbulent business environment and only the sellers who provide first class services and approach to them in a responsible way can survive among competitors. Customers perceive it as an added value and have a good feeling from buying. It is just sellers who are becoming the main factor that contributes to the competitiveness of a whole organization. The segmentation of customers into individual generations enables us to better understand their preferences and requirements, it is then possible to predict their tendencies in buying behaviour and thus increasing the success of sales. The main aim of the paper is to present the issue of different assessment of sellers’ behaviour by the customers of the Baby Boomers, Generation X, Generation Y and Generation Z. In connection with these differences, the aim of the research is to identify generational differences in the assessment of manipulative, assertive, stressed and engaged behaviour of sellers, as well as to analyse the determinants that affect the buying behaviour of customers. The research was conducted using a questionnaire method and mathematical-statistical methods on a sample of 207 respondents. The research results confirm the existence of statistically significant differences in assessing the determinants of sellers’ behaviour from the perspective of individual customer generations.

Keywords: sellers‘ behaviour; Baby Boomers; Generation X; Generation Y; Generation Z; DOS-Z questionnaire (search for similar items in EconPapers)
JEL-codes: M21 M31 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:aad:iseicj:v:7:y:2019:i:0:p:173-179

DOI: 10.12955/cbup.v7.1358

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