The Impacts of Different Selling Behaviors on Service Quality and Customer Satisfaction

• Main Authors: I-lung Hsieh, 謝宜融
• Other Authors: Chung-tzer Liu
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/35671999838041426166

碩士 === 東吳大學 === 企業管理學系 === 101 === 　　Customer service, is the great element which will influence consumers by behavior. It includes service quality, communication, marketing strategy and etc. Regarding to the direct contact and interaction for retailing, customer service will determine to customers willing or buying. Therefore, the well enhancement of customer service is the only path to establish the good relationship with customers. 　　The purpose of present study is to explore the retailing industry and the influence of selling behavior by salespersons through the analysis of the salesperson’s personality, the impact of organization culture, and selling strategies. We apply a proper questionnaire method to investigating consumers and the employees of department stores and stores. To collect the accurate information and analysis, we will first investigate a salesperson, then examine the serving experience of three customers who are served by the salesperson. There are 156 valid samples of employees and 468 valid samples of consumers in this study. After analyzing the data, we can find that both salesperson’s personality and the organization culture of business would influence the different selling behavior which is taken by the salesperson, and then the selling behavior would influence service quality and customer satisfaction.