An applied analysis of buyer equity perceptions and satisfaction with automobile salespeople

Article Abstract:

General measures of buyer equity perceptions and disconfirmation have been shown to influence satisfaction with and intention towards the salesperson. In this article, specific and thus controllable salesperson and customer equity-related behaviors are shown to be related to satisfaction and intention. In addition, while the general public image of salespeople is thought to be poor, the present study found that the buyers rated the salesperson favorably. The results have important implications concerning the public's image of salespeople. (Reprinted by permission of the publisher.)

Evaluation, Customer service, Consumer confidence

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Measuring dimensions of purchaser trust of industrial salespeople

Article Abstract:

Trust was conceptualized as the extent to which a salesperson exhibited five attributes: dependable, reliable, honest, responsible, and likeable. Scales were developed to measure each component as well as overall trust. The measures were found to satisfy some of the basic psychometric criteria for measurement. Also, descriptive information on the extent to which industrial buyers trusted salespeople found that while buyers tended to trust salespeople, room for improvement existed. (Reprinted by permission of the publisher.)

Human resource management, Business-to-business market, Business to business market

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Organizational behavior modification: a general motivational tool for sales management

Article Abstract:

Shaping the behavior of sales personnel by implementing appropriate reward (and punishment) systems is analyzed. Some techniques of behavior modification are identified as appropriate in a business setting. Four basic approaches to behavior modification techniques are discussed: (1) positive reinforcement, (2) negative reinforcement, (3) extinction, and (4) punishment. The eight steps to systematic behavior modification are also identified and explained.

Methods, Management, Employee motivation, Sales management, Organizational behavior, Behavior modification

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