Shepherd, C. David
March 2004
Journal of Personal Selling & Sales Management;Spring2004, Vol. 24 Issue 2, p147
Academic Journal
This section presents abstracts of articles on selling and sales management presented at the 2004 National Conference in Sales Management. The article, 'A Broadened Conceptualization of Adaptive Selling: A Research Model With Propositions,' by James A. Eckert and Richard E. Plank of Western Michigan University, provides the reader with a broadened comprehensive definition and process model of adaptive selling. A model consisting of antecedents, processes, and outcomes is developed from theory derived from several disciplines. General propositions concerning the linkages of the constructs in the model are presented as well as many more specific propositions within the general links. Future research needs are then suggested as well as the potential practical applications that will derive from this research. The article, 'Salespeople's Contribution to Overall Customer Satisfaction: An Empirical Examination in Financial Services,' by Paolo Guenzi, Riccardo Becagli and Roberto Riccardi presents the results of an empirical analysis run in the context of financial services. Data were obtained from a sample of 728 customers of the Corporate Division of a bank and were analyzed by means of structural equation modeling. Our findings shed some light on antecedents of customer satisfaction with the account manager and demon-strate that the latter positively affects overall customer satis-faction with the bank. Finally, theoretical and managerial implications are discussed.


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