Title

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

Authors

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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