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How may I help you?: a study of salespoeple behavior influencing customer satisfaction of service
Kristianstad University, School of Health and Society.
Kristianstad University, School of Health and Society.
2010 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Through the years customer orientation is an area of marketing that has received much attention. One of the key aspects of customer orientation is the “ability of the salespeople to help their customers”. There has been research on how salesperson’s behavior influences customer orientation. However, previous research has been conducted on the business unit level. At the moment there is no research done on how a salesperson’s individual behavior affects a company’s overall customer orientation. Therefore, this dissertation will try to fill the research gap on how salesperson’s individual behavior affects overall customer orientation.The study is performed on the three major electronic retail stores in the Swedish market. Twelve types of behaviors were selected and were tested with the mystery shopper method and observations of customers in the stores. Two other behaviors of salespeople were discovered. The results show that many of the behaviors described in theories do apply to salesperson’s individual behavior. However, there are some behaviors that are more common than others. The conclusion is that even though there are some common salespeople behaviors, it is very individual how salespeople behave towards customers.

Place, publisher, year, edition, pages
2010. , 84 p.
Keyword [en]
salesperson’s behavior, customer orientation, market orientation, customer satisfaction of service, retail sector
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hkr:diva-6686OAI: oai:DiVA.org:hkr-6686DiVA: diva2:325797
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2010-06-21 Created: 2010-06-20 Last updated: 2010-06-21Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf