教師資料查詢 | 類別: 期刊論文 | 教師: 汪美伶WANG, MEI-LING (瀏覽個人網頁)

標題:How does the learning climate affect customer satisfaction?
學年102
學期2
出版(發表)日期
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
ISSN0264-2069;1743-9507
期刊性質國外
收錄於SSCI
產學合作
通訊作者
審稿制度
國別英國
公開徵稿
出版型式電子版
相關連結
SDGs
  • 負責任的消費與生產
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