Comer, Lucette B.
January 2003
Journal of Personal Selling & Sales Management;Winter2002-2003, Vol. 23 Issue 1, p73
Academic Journal
The article presents abstracts of studies on selling and sales management including "Salespeople's Management of Customer Information: Impact on Optimal Territory and Sales Force Sizes," by R. Darmon, "A Configurational Perspective on Key Account Management," by Christian Homburg, John P. Workman Jr. and Ove Jensen, "The Closer," by Erin Strout, "How to Negotiate Win-Win Deals With New Channel Partners," by Julia Chang and "Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction," by Albert Caruana.


Related Articles

  • A holistic examination of Net Promoter. Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; Andreassen, Tor Wallin; Williams, Luke // Journal of Database Marketing & Customer Strategy Management;Mar2008, Vol. 15 Issue 2, p79 

    The measurement and management of customer loyalty and its link with firm growth have long been of interest to managers and researchers. One relatively recent word-of-mouth customer loyalty metric purported that the link to growth is the Net Promoter Score (NPS), a metric based on a likelihood...

  • Impact of Service Quality on Satisfaction and Loyalty: Case of Two Public Sector Banks. Kaura, Vinita; Datta, Saroj Kumar; Vyas, Vishal // Vilakshan: The XIMB Journal of Management;Sep2012, Vol. 9 Issue 2, p65 

    This study attempts to know the relationship between service quality, customer satisfaction and customer loyalty through two public sector banks in Sikar district of Rajasthan. Data were collected from 150 customers. Three aspects of service quality; namely, people, process through technology...

  • ANTECEDENTS OF CUSTOMER LOYALTY IN THE MOBILE TELECOMMUNICATION SECTOR IN KENYA. Daniel, Tarus K.; Nicholas, Rabach; Ronald, Bonuke N. // International Journal of Research in Computer Application & Mana;Jul2012, Vol. 2 Issue 7, p9 

    Past studies have not sufficiently explained why some customers remain loyal to a product or service provider and/ or why others switch. This study follows a composite customer loyalty approach providing both behavioral aspects (purchase intentions) and attitudinal loyalty in order to explain...

  • THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE CHAIN RESTAURANT CONTEXT: A THAI CASE. Polyorat, Kawpong; Sophonsiri, Suvenus // Journal of Global Business & Technology;Fall2010, Vol. 6 Issue 2, p64 

    This study examines how each dimension of service quality may exhibit different impacts on customer satisfaction and customer loyalty in the chain restaurant context. A survey research with judgmental sampling was conducted with 395 Thai undergraduate students. The results reveal that the...

  • Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co. Qaemi, Vahid // Management Science Letters;2012, Vol. 2 Issue 6, p2103 

    Today, customer return issue in e-purchase process is considered as important topic in companies' marketing and managerial decision making. In this paper, we present an empirical study on measuring the impact of e-loyalty for an Iranian auto-industry called Pars Khodro co. The proposed study...

  • Using multiple criteria decision making models for ranking customers of bank network based on loyalty properties in weighted RFM model. Zaheri, Fayegh; Farughi, Hiwa; Soltanpanah, Hersh; Alaniazar, Seiran; Naseri, Foruzan // Management Science Letters;2012, Vol. 2 Issue 2, p697 

    One of the most basic requirements of financial institutes, governmental and private banks in the present age is to have a good understanding on customers' behaviors of bank network. It helps banks determine customer loyalty, which yields profit making for bank. On the other hand, it is...

  • ASSESSING THE IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER RETENTION. Shin, Dooyoung; Elliott, Kevin // Journal of Marketing Management (10711988);Fall/Winter1998, Vol. 8 Issue 2, p95 

    This article proposes an alternative model for measuring customers' overall satisfaction. Rather than relying on a single measure of overall satisfaction, a customer's overall satisfaction score is developed on the basis of a weighted average of the gap between a customer's importance rating and...

  • Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. Naik, C. N. Krishna; Gantasala, Swapna Bhargavi; Prabhakar, Gantasala V. // European Journal of Social Sciences;Sep2010, Vol. 16 Issue 2, p239 

    Service Quality within retail units is pivotal for satisfying customers, retaining them and creating loyalty amongst customers. This research uses SERVQUAL to analyze the gap between perceptions and expectations of the customer, concerning with the service at retail units in the South Indian...

  • Call For Case Studies!  // Customers First;Oct2009, Vol. 14 Issue 9, p4 

    The article invites readers to submit their respective success stories that explore experiences related to customer service. Accordingly, participants should consider in their experiences the instances that they helped customer with exemplary service where they have gone above and beyond the...


Read the Article


Sign out of this library

Other Topics