TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC

Timothy J. Crader and Stephen M. Brown
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Timothy J. Crader: Sacred Heart University, USA
Stephen M. Brown: Sacred Heart University, USA

Management and Marketing Journal, 2013, vol. XI, issue 2, 248-254

Abstract: This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.

Keywords: teams selling; business to business sales; team approach to selling technical products (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:aio:manmar:v:xi:y:2013:i:2:p:248-254

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