Work

Dynamics of Relationship Selling: A Longitudinal Examination of Changes in Salesperson-customer Relationship Status

Year: 2001

Type: article

Abstract: Based on Weber's theory of social hierarchies, we employ the “salesperson-customer relationship status” concept to characterize strength of the salesperson-customer bond. Different levels of relationship status are described, tracked over time, and empirically related to strategic goals of customer retention and enhancement. We examine relationship selling activities to explain changes in salesperson-customer relationship status. Survey results suggest greater contact by salespeople contributes significantly to maintenance or improvement in customer rated salesperson status, service retention rates, and additional service purchases. However, customers classifying salespeople in the second highest status are most likely to replace current products with competing products.

Source: Journal of Personal Selling and Sales Management

DOI: 10.1080/08853134.2001.10754264

Authors: Gary L. Frankwick, Stephen S. Porter, Lawrence A. Crosby

Institutions: Oklahoma State University, University of Michigan, Arizona State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W332068834

FWCI: 3.078

Cites: 52

Cited by: 63

Related to: 10