How does the learning climate affect customer satisfaction?
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
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