期刊論文
| 學年 | 102 |
|---|---|
| 學期 | 2 |
| 出版（發表）日期 | 1900-01-01 |
| 作品名稱 | How does the learning climate affect customer satisfaction? |
| 作品名稱（其他語言） | |
| 著者 | Wang, Mei-Ling |
| 單位 | 淡江大學企業管理學系暨研究所 |
| 出版者 | Abingdon: Routledge |
| 著錄名稱、卷期、頁數 | The Service Industries Journal 32(8), pp.1283-1303 |
| 摘要 | This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons' knowledge of customers and customer satisfaction. A total of 417 service encounters involving 88 bank consultants were analysed using hierarchical linear modelling, with results that support most of the proposed model. More specifically, learning climate was positively related to adaptive selling behaviour, and adaptive selling behaviour was directly related to customer satisfaction. In addition, adaptive selling behaviour was associated with customer satisfaction through customers' perception of the salesperson's knowledge. Both theoretical and practical implications are discussed. |
| 關鍵字 | learning climate; adaptive selling; customer satisfaction |
| 語言 | |
| ISSN | 0264-2069 1743-9507 |
| 期刊性質 | 國外 |
| 收錄於 | SSCI |
| 產學合作 | |
| 通訊作者 | |
| 審稿制度 | |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | 電子版 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/96554 ) |