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Paper info: Salespeople service delivery in the era of demanding customers

Title


Salespeople service delivery in the era of demanding customers

Authors


Omar S. Itani and Bert Paesbrugghe

Place of Publication


The paper was published at the 34th IMP-conference in Sri Lanka in 2018.

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Abstract


On the basis of the Service-Dominant Logic (SDL) and salesperson after-sales service behaviors framework, this paper examines how sales representatives should respond to the increase in customer demandingness and expectations. Sales representatives can use different after-sales service behaviors to fulfill the needs of demanding customers and to drive higher satisfaction through the creation of customer value