The effect of salesforce behavior on customer satisfaction: an interactive framework

Article Abstract:

Salesforce behavior can have a significant effect on customer satisfaction. This paper presents a conceptual framework examining the impact of the salesforce policy on customer satisfaction. Within the context of the framework, it is suggested that salespeople and sales managers can increase customer satisfaction through adaptive selling behavior and by developing customer feed-back systems respectively. Testable propositions are suggested for future research, and potential managerial implications of the research are discussed. The paper emphasizes that the determination and improvement of customer satisfaction should be essential goals of salesforce management. (Reprinted by permission of the publisher.)

Consumer confidence, Sales management, Sales managers

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Industrial salesforce motivation and Herzberg's dual factor theory: a UK perspective

Article Abstract:

Factors which affect salesforce motivation, job satisfaction, and performance are examined. The relevance of the Dual Factor Theory of Motivation (DFT) for Britain industrial salespeople is studied. The results do not support the DFT. No Herzberg type distinction was found between job content and job context variables. It is recommended that sales managers research the job variables that motivate and dissatisfy their salespeople instead of relying on DFT for salesforce planning.

Human resource management, Sales, Great Britain

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Salesperson motivation to perform and job satisfaction: a sales contest participant perspective

Article Abstract:

Salespeople's perceptions of a program of sales contests offered by several organizations over time are empirically assessed, and related to both sales performance and job satisfaction. The results suggest variability in attitudes toward contest benefits, goals, rewards, budget, themes, timing and frequency, and outcomes. Conclusions and managerial implications are discussed. (Reprinted by permission of the publisher.)

Management, Contests

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