The Apple Store Effect: Does Organizational Identification Trickle Down to Customers?

Coget, Jean-Francois
February 2011
Academy of Management Perspectives;Feb2011, Vol. 25 Issue 1, p94
Academic Journal
The article presents an overview of a study on the ability of Apple Stores' management to generate enthusiasm among its retail customers and whether or not Apple's success can be emulated by a women's apparel retail chain store. Researchers Donald Lichtenstein of the University of Colorado and Richard Netemeyer and James Maxham III of the University of Virginia tested the hypothesis that the degree to which store managers identify with their organizations will trickle down to their salespeople who will influence customers which then improves a store's financial performance. Discussion topics include a definition of organizational identification, the relationship between employee and customer identification, and the process of building customer loyalty to a brand.


Related Articles

  • Are you a salesperson, a consultant or a trusted advisor? Gitomer, Jeffrey // Enterprise/Salt Lake City;1/21/2008, Vol. 37 Issue 30, p8 

    The author defines the qualities of a salesperson as a trusted advisor. Steps to consider to measure the competence of a person as a truster advisor are explained. Different levels of competence as a salesperson are listed. Basic elements of a trusted advisor are presented. These qualifications...

  • Keep the love (and loyalty) alive with longtime buyers.  // Sales Insider;4/22/2011, Vol. 5 Issue 110, p2 

    The article gives advice on how sellers can keep the loyalty of longtime buyers, including asking for their opinions, considering their expertise, and identifying every point of interaction between the company and the customer.

  • Out of touch or out of their mind? Maybe both! Gitomer, Jeffrey // Enterprise/Salt Lake City;11/16/2009, Vol. 39 Issue 21, p8 

    In this article the author offers a realistic list of the success characteristics of sales personnel. They include perpetual, consistent, positive attitude and enthusiasm. Another is an unwavering belief in oneself and his company's products. Also included in the list is an unyielding personal...

  • Developing savvy salespeople. Outcalt, Richard F.; Johnson, Patricia M. // Gifts & Decorative Accessories;Oct96, Vol. 97 Issue 10, p28 

    Discusses general guidelines for developing and nurturing savvy sales staff in retail stores. Includes the establishment of an employee development budget; Establishment of a minimum number of hours; Division of training sessions into short units; Ensuring the understanding of the employees.

  • Rub-a-dub-dub, lots of customers in the tub. Gittomer, Jeffrey // Business Journal (Central New York);08/17/2001, Vol. 15 Issue 33, p3 

    Considers personal newsletters as a customer retention tool among sales professionals. Benefit of newsletters; Tips on creating newsletters.

  • Understanding the customer leads to loyal customers. Gitomer, Jeffrey // Long Island Business News (7/1993 to 5/2009);5/23/2003, Vol. 50 Issue 22, p23A 

    Offers tips on cultivating customers. Telemarketing styles; Creating customer loyalty programs.

  • Why did you lose the sale? Are you sure about that? Gitomer, Jeffrey // Grand Rapids Business Journal;11/12/2013, Vol. 31 Issue 45, p15 

    The article discusses the reasons why salespeople lose sales including the loyalty of costumers to someone else, lack of engagement, and poor salesmanship.

  • Out of touch or out of mind? Maybe both. Gitomer, Jeffrey // Grand Rapids Business Journal;11/16/2009, Vol. 27 Issue 47, p10 

    The author cites the success characteristics of salespeople. He notes that facing the customer, obstacles and competition requires perpetual, consistent, positive attitude and enthusiasm. He stresses the importance of unwavering belief in the company, product and self. He encourages sales...

  • Don't let clients go astray like Tiger. Edwards, Roger // Mortgage Strategy;2/15/2010, p14 

    The article presents an analysis concerning the importance of building up a loyal band of customers by giving good advice and keeping in regular contact for the success of the business.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics