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Salesperson characteristics affecting consumer complaint responses

16 references·16 citing·41 second hopsampled

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References

1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
2000Marketing management: analysis. planning. implementation and control6,649 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1985Problems and Strategies in Services Marketing2,819 cited
1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,547 cited
1990The profitable art of service recovery.1,447 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
1986Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness1,227 cited
1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,055 cited
1988

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Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues

1,041 cited

1989Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction930 cited

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2020How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China50 cited
2004Exploring the role of relationship variables in predicting customer voice to a service worker48 cited
2017Customer query handling in sales interactions47 cited
2009Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters46 cited
2023A Meta-analytic Systematic Review and Theory of the Effects of Perceived Listening on Work Outcomes42 cited
2015An offer you can’t refuse: consumer perceptions of sales pressure41 cited
2010Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *38 cited
2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?34 cited
2013The value of knowing what customers really want: The impact of salesperson ability to read non-verbal cues of affect on service quality34 cited
2019It’s Raining Complaints! How Weather Factors Drive Consumer Comments and Word-of-Mouth33 cited
2021The impact of negative customer engagement on market-based assets and financial performance33 cited
2012Customer satisfaction antecedents within service recovery context31 cited
2021Salesperson attributes that influence consumer perceptions of sales interactions29 cited
2012Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes26 cited