Sales-service interface on a team level: How inclusion of service employees in a sales team influences customer satisfaction

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Abstract

Customers find deployment and post-deployment activities very important in their buying process, while salespeople do not always address these activities in the sales process. A siloed understanding of the sales process and post-purchase activities may lead to customer dissatisfaction. The hypotheses proposed for this experimental design study suggest that presence of service employees in a sales team (team level sales-service interface) influences customer satisfaction. In line with expectation disconfirmation and promise theories, service employees should be involved early in the sales process to set clear customer expectations and be aware of promises made by sales people since they will be responsible for keeping them.
Original languageEnglish
Title of host publicationProceedings of 2019 National Conference in Sales Management
Number of pages3
Publication date27.03.2019
Pages35-37
Publication statusPublished - 27.03.2019
MoE publication typeA4 Article in conference proceedings
Event2019 National Conference in Sales Management (NCSM) - Jacksonville, United States
Duration: 27.03.201929.03.2019
http://www.ncsmweb.com/2019-ncsm

Keywords

  • 512 Business and Management

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