PUBLICACIONES

Listening and Perseverance - Two sides to a Coin in Quality Evaluations

ISI: Listening and Perseverance - Two sides to a Coin in Quality Evaluations

NARAYAN JANAKIRAMAN., LESLIER VALENZUELA F., JORGE BULLEMORE., JORGE JARAMILLO A.

2019 - Journal of Consumer Marketing - Vol. 36, Nº 1. Pp 72 - 81

Abstract

Customer evaluation of service provider’s offer quality (OQ) can vary even when there is no tangible difference in quality. This is because a customer’s assessment of quality also depends on their attitude toward the salesperson (AS) and their perception of the extent to which the salesperson is involved in active empathetic listening (AEL), and in sales perseverance (SP). We use three multi method data samples to provide support for this including - dyadic data that matches salesperson and customer perceptions of a banking service, an experiment and an implicit association test. Our findings suggest that when AS is positive, greater levels of AEL can lead to higher OQ, while higher levels of SP can be detrimental. Further, we also show using the implicit association test, that greater familiarity with the salesperson can lead to greater associations with empathetic learning and weaker associations with sales perseverance. 

Keywords

Service Quality Evaluations, Attitude toward the salesperson, Listening, Perseverance 

¿Quieres seguir leyendo? [Accede a la publicación completa]

Corrupción en Startups. Lecciones para el Ecosistema de Innovación Chileno

Cuando hablamos de empresas startups la mayoría de los casos pensamos en jóvenes idealistas, expertos en alguna tecnología, impulsados por desarrollar nuevos productos y servic...

La importancia de la aplicación de innovación en las empresas para detectar oportunidades

La investigación plantea que la selección de mejores proyectos; la integración de grupos de interés externos y el desarrollo de políticas de incentivo al riesgo, ...

Todos los Derechos © 2014 | Departamento de Administración - Facultad de Economía y Negocios - Universidad de Chile - Diagonal Paraguay 257, torre 26, oficina 1101, piso 11, Santiago, Chile.