Influence of Customers Trust, Satisfaction and Perceived Listening Ability of the Sales Person on Anticipated Purchases
Journal Title: International Journal of Marketing and Technology - Year 2011, Vol 1, Issue 6
Abstract
Researchers and practitioners have widely recognized that effective listening is crucial for salespeople to succeed. Although listening is important in almost every profession, it seems particularly significant in the sales position, since it is a fundamental aspect of the Interpersonal communication process between the salesperson and the customer. In this research mobile phone users are selected as the respondents. This is because of the significance of emerging industry. The awareness of the customers regarding the service provided by various service providers is limited. This accounts for the reality that in the mobile phone services industry salesmen play a significant role in influencing the decision making. The purpose of the study is to demonstrate the impact of customer’s perceptions of salesperson listening behavior on trust, satisfaction and anticipation of future interactions.
Authors and Affiliations
Jose Varghese
Keywords
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