The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry

Rosemary R. Lagace · Robert Francis Dahlstrom · Jule B. Gassenheimer

263 citations0/0 files storedJournal of Personal Selling and Sales Management

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Customer Service Quality and Loyalty Ethics in Business and Education Pharmaceutical industry and healthcare

Abstract

There has obviously been a recent increased concern over unethical business practices. Certainly, in this era of customer-orientation and emphasis on long-term business relationships, unethical salesperson behavior would be a detriment. We extend the model of relationship quality as developed by Crosby, Evans and Cowles (1990) to include ethical salesperson behavior. In regression analyses, ethical behavior and expertise of pharmaceutical salespersons impact both trust of the salesperson and satisfaction with the exchange as reported by physicians. Implications and suggestions for the pharmaceutical industry are offered.

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References

1987Developing Buyer-Seller Relationships 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1989Determinants of Continuity in Conventional Industrial Channel Dyads 1990Communication Strategies in Marketing Channels: A Theoretical Perspective 1981The New Social Contract: An Inquiry into Modern Contractual Relations 1983The Marketing Imagination 1981The New Social Contract: An Inquiry into Modern Contractual Relations.1984Interfirm Influence Strategies and Their Application within Distribution Channels

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2003Interorganizational relationships and networks 2004Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries 2003Relationship outcomes of perceived ethical sales behavior: the customer's perspective 2016E-retailing ethics and its impact on customer satisfaction and repurchase intention 2012Advancing Sales Performance Research: A Focus on Five UnderResearched Topic Areas

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