“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€

Luis Arditto, Jesús J. Cambra-Fierro, Fuentes-Blasco, María, Jaraba, Ana Olavarría and Vázquez-Carrasco, Rosario

Journal of Retailing and Consumer Services, 2020, vol. 54, issue C

Abstract: Sales and sales force management is a complex activity that largely determines a company's commercial success. Customer perception of the salespeople in terms of expertise, trust, interaction, and risk can drive the establishment of long-lasting ties, making customer portfolio management profitable in the long-term. Yet to date, while much work has been done on company-customer relational issues, very few studies have taken customer perception of salespeople as their reference. Moreover, most existing studies have taken western countries and developed economies as their reference of analysis.

Keywords: Salesperson; Customer perception; Loyalty; Commitment; Emerging economy (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:54:y:2020:i:c:s0969698919301730

DOI: 10.1016/j.jretconser.2019.101952

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