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Communicating customer service: Com...

Holley, Robert E.

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Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking./
Author:	Holley, Robert E.
Description:	325 p.
Notes:	Adviser: Connie Bullis.
Contained By:	Dissertation Abstracts International63-10A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3067626
ISBN:	0493870393

Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking.
Holley, Robert E.

Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking. - 325 p.

Adviser: Connie Bullis.

Thesis (Ph.D.)--The University of Utah, 2002.

This study seeks to understand the relationship between the various communication strategies used by salespersons and the respective levels of customer satisfaction these strategies provide, as determined by their customers. Customer service is considered a communication event, and two communication practices—salesperson-oriented and customer-oriented selling techniques—are studied to determine their effect on service quality in a particular context—the aggregate equipment industry. Critical incidents are also collected from these customers who discuss the best and worst examples of customer service they have received as buyers and the communication strategies involved in each type of encounter.

ISBN: 0493870393Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking.
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035 $a (UnM)AAI3067626
035 $a AAI3067626
040 $a UnM $c UnM
100 1 $a Holley, Robert E. $3 1256630
245 1 0 $a Communicating customer service: Comparing salesperson-oriented and customer-oriented selling techniques in the aggregate equipment industry and their application to benchmarking.
300 $a 325 p.
500 $a Adviser: Connie Bullis.
500 $a Source: Dissertation Abstracts International, Volume: 63-10, Section: A, page: 3421.
502 $a Thesis (Ph.D.)--The University of Utah, 2002.
520 $a This study seeks to understand the relationship between the various communication strategies used by salespersons and the respective levels of customer satisfaction these strategies provide, as determined by their customers. Customer service is considered a communication event, and two communication practices—salesperson-oriented and customer-oriented selling techniques—are studied to determine their effect on service quality in a particular context—the aggregate equipment industry. Critical incidents are also collected from these customers who discuss the best and worst examples of customer service they have received as buyers and the communication strategies involved in each type of encounter.
520 $a The study begins with a literature review to give a broad overview of customer service. Next, a special type of customer service encounter, the sales encounter, is examined, followed by reviewing the concepts of service quality and benchmarking. Two hypotheses and three research questions came from this review, examining the relationship between salespersons' sales orientation and customer-rated service quality and the factors of effective and ineffective communication in these encounters.
520 $a Two types of research methodologies—quantitative (self-report instruments analyzed by statistics) and qualitative (critical incidents examined by content analysis)—are used to answer the hypotheses and research questions. The results show that, for this particular industry, a customer-oriented selling technique is preferred by the customers. No relationship was shown for salespersons' self-reported sales orientation.
520 $a It is also shown, through the critical incidents, the communication strategies a salesperson used to deliver the best (i.e., “benchmark”) customer service in this context. These included the best examples (being responsive, developing a relationship, and having product knowledge), the correct verbal and nonverbal cues, the best content and relationship dimensions, the best context, and the best speaking and listening skills to use to insure two-way communication and cooperation.
590 $a School code: 0240.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Education, Business. $3 1017515
650 4 $a Speech Communication. $3 1017408
690 $a 0338
690 $a 0459
690 $a 0688
710 2 0 $a The University of Utah. $3 1017410
773 0 $t Dissertation Abstracts International $g 63-10A.
790 $a 0240
790 1 0 $a Bullis, Connie, $e advisor
791 $a Ph.D.
792 $a 2002
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3067626