An empirical study on salesperson characteristics and the relationship quality－A case study of information service industry
碩士 === 國立交通大學 === 經營管理研究所 === 93 === Increasingly, firms are recognizing the value of establishing close relationships with their customer as a means of retaining existing customers. Also, firms are realizing that the intangible aspects of a relationship are not easily duplicated by competition, thu...
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| Format: | Others |
| Language: | zh-TW |
| Online Access: | http://ndltd.ncl.edu.tw/handle/yv8537 |
| Summary: | 碩士 === 國立交通大學 === 經營管理研究所 === 93 === Increasingly, firms are recognizing the value of establishing close relationships with their customer as a means of retaining existing customers. Also, firms are realizing that the intangible aspects of a relationship are not easily duplicated by competition, thus providing a sustainable competitive advantage to the firm. In this paper, we provide firms with a scale for measuring the quality of these intangible relationships between information service firms and their customers. Our results indicate that salesperson characteristics is a good predictor of the relationship quality.
Reliability is a key factor in the salesperson characteristics between sales representatives and their customers. Our results indicate reliability of a salesperson characteristics have an important impact on trust and satisfaction of relationship quality. Our model is tested by means of an e-mail survey involving 104 business customers. The business employee provided data about their relationships with their information service industry salespersons. It is important to assess empirically and understand the nature of business customers’ perception of information service industry salespersons.
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