Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 54, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2019.101952
Keywords
Salesperson; Customer perception; Loyalty; Commitment; Emerging economy
Categories
Funding
- Spanish Ministry of Science and Innovation [ECO2017-83933-P]
- European Social Fund
- Gobierno de Aragon
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Sales and sales force management is a complex activity that largely determines a company's commercial success. Customer perception of the salespeople in terms of expertise, trust, interaction, and risk can drive the establishment of long-lasting ties, making customer portfolio management profitable in the long-term. Yet to date, while much work has been done on company-customer relational issues, very few studies have taken customer perception of salespeople as their reference. Moreover, most existing studies have taken western countries and developed economies as their reference of analysis. The present study, in contrast, provides an analysis of an emerging economy context, Peru. Using a sample of more than 400 consumers and structural equations analysis, this article presents a model based on the Social Exchange Theory. The final part of the study presents the theoretical discussion together with key implications and recommendations for management.
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