Customer benefits and company consequences of customer-salesperson relationships in retailing

    Authors

    K. E. Reynolds;S. E. Beatty

    Comments

    Authors: contact us about adding a copy of your work at STARS@ucf.edu

    Abbreviated Journal Title

    J. Retail.

    Keywords

    STRUCTURAL EQUATION MODELS; BUYER-SELLER RELATIONSHIPS; SERVICE; ENCOUNTERS; SATISFACTION; QUALITY; PERSPECTIVE; DEFECTIONS; CONSUMERS; STRATEGY; Business

    Abstract

    Building customer relationships is a top priority in many firms. This study examines the benefits customers receive from relationships with clothing/accessories salespeople. We found that relationship benefits are positively associated with satisfaction, loyalty, word of mouth and purchases. Implications and directions for future research are given based on these findings.

    Journal Title

    Journal of Retailing

    Volume

    75

    Issue/Number

    1

    Publication Date

    1-1-1999

    Document Type

    Article

    Language

    English

    First Page

    11

    Last Page

    32

    WOS Identifier

    WOS:000080734100001

    ISSN

    0022-4359

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