Paper info: Salespeople service delivery in the era of demanding customers
Salespeople service delivery in the era of demanding customers
Omar S. Itani and Bert Paesbrugghe
Place of Publication
The paper was published at the 34th IMP-conference in Sri Lanka in 2018.
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