Building customer relationships while achieving sales performance results

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dc.contributor.author Itani, Omar S.
dc.contributor.author Goad, Emily A.
dc.contributor.author Jaramillo, Fernando
dc.date.accessioned 2020-03-11T12:05:30Z
dc.date.available 2020-03-11T12:05:30Z
dc.date.copyright 2019 en_US
dc.date.issued 2020-03-11
dc.identifier.issn 0148-2963 en_US
dc.identifier.uri http://hdl.handle.net/10725/11860 en_US
dc.description.abstract Despite its importance in sales, listening is an overlooked concept in research with limited empirical studies examining the construct since the work conducted by Castleberry and Shepherd (1993) and Ramsey and Sohi (1997). Knowledge of the role listening plays in sales and the processes involved in explaining listening in relationship performance is limited with many discrepancies identified between studies. Using meta-analytical techniques, this study summarizes approximately 20 years of research on salesperson listening. The study developed a meta-analytical model based on the marketing and psychology literature to build an underlying framework for listening theory, advance research in listening, and provide theoretical and managerial implications. The obtained results show that customer-oriented salespeople express their care toward customers through listening, which helps them adapt their selling behaviors to fit customers' demands. Salesperson relational and sales outcomes are driven by listening through direct and mediated mechanisms. en_US
dc.language.iso en en_US
dc.title Building customer relationships while achieving sales performance results en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle is listening the holy grail of sales? en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.description.embargo N/A en_US
dc.relation.journal Journal of Business Research en_US
dc.journal.volume 102 en_US
dc.article.pages 120-130 en_US
dc.keywords Listening en_US
dc.keywords Relational performance en_US
dc.keywords Satisfaction & trust en_US
dc.keywords Sales performance en_US
dc.keywords Customer orientation en_US
dc.keywords Adaptive selling en_US
dc.identifier.doi https://doi.org/10.1016/j.jbusres.2019.04.048 en_US
dc.identifier.ctation Itani, O. S., Goad, E. A., & Jaramillo, F. (2019). Building customer relationships while achieving sales performance results: Is listening the holy grail of sales?. Journal of Business Research, 102, 120-130. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.sciencedirect.com/science/article/pii/S0148296319303017#ks0005 en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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