TITLE

PERSONAL SELLING AND SALES MANAGEMENT ABSTRACTS

PUB. DATE
January 2005
SOURCE
Journal of Personal Selling & Sales Management;Winter2005, Vol. 25 Issue 1, p79
SOURCE TYPE
Academic Journal
DOC. TYPE
Abstract
ABSTRACT
This article presents abstracts of studies on personal selling and sales management. "Customer and Employee Views of Critical Service Incidents," which examined perceptual differences between boundary spanners and customers. "What Happens When Things Go Wrong? Retail Sales Explanations and Their Effects," wherein the authors developed and tested a model of the problem resolution process following an unsatisfactory sales encounter. "Customers' Perceptions of Salespersons' Orientation and Susceptibility to Salespersons' Influence," which focused on the combination of preexisting buyer attitudes and those buyers' opinions of the salesperson. 'The Relative Influence of Organisational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees in Banking Call Centres," which is about the discretionary behavior of the customer-contact employees.
ACCESSION #
17200371

 

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