Salesperson’s Customer Orientation: A Reconceptualization and a New Definition

This study critically examines the existing domains, conceptualizations and operationalizations of the salesperson’s customer orientation constructs present in the literature. The widely used Salesperson orientation-Customer orientation (SOCO) construct (its domain, definition and scale) is examined in detail, and several inconsistencies were found. We also examine other individual-level and organizational-level orientation constructs, including market orientation, in order to appropriately delineate the boundaries of the salesperson’s customer orientation construct. Based on a comprehensive review of literature on the marketing concept, and related literatures on several other relevant orientation constructs, we suggest a new definition of this mid-level construct. Not only is our new definition more encompassing (to include all activities of the salesperson related to customers, and not just their interactions with the customers) but is also more forward-looking (salesperson’s enhanced role not just as need-fulfiller, but more as customers’ value co-creator). We sincerely hope that the new definition suggested by us would encourage scale development efforts from researchers, that would aid in further reducing (if not removing)the several inconsistencies present in the literature related to salespersons’ customer orientation, and its effect on their performance and effectiveness.

A Literature Study on the Product Packaging Influences on the Customers Behavior

Many organizations in the business sector have focused on one tactic or another to win more profit margins for products. An effort made by the organization to get more consumers to buy their products, organizations have always been engaging in this process. Different technologies to help their products compete with the product of rivals, the packaging type is one step to make customers aware of the product. Despite the fact that perhaps the packaging as well as the manner in which the customer determines the benefit/value of the product, the packaging rationale for purchase behaviors has been thoroughly studied and the outcomes have adequately defined the connection among the packaging with the purchasing behavior of a customer. The consumer's shopping behavior depends mostly on packaging as well as its characteristics. Packaging features such as color packaging, context illustration, and packaging content, font type, wrapping design, printed details and novelty are used as indicators. As self-service grows and customers' lifestyles shift, interest in packaging as a product advertising tactic and a catalyst to impulsive purchasing behavior is rising. Package, therefore, plays a key role throughout advertising relations, particularly at the stage of sale, which may be considered to be among the key significant aspects impacting customer buying behaviors

The Impact of Marketing, Commercial, Social, Economic, Environmental and Statutory Factors on Customers Pre-Purchase and Post-Purchase Behaviors "The Case of Bottled Water Consumption in the Govern ate of Ma'an, Jordan"

There is an increasing trend in the consumption of bottled water as alternative to ordinary municipality tap water. Fear of contamination, health risks, quality, and product attributes of bottled water, change in live styles or ways of life, marketing strategies, urbanization and improved standards of living are among the diverse factors that may explain such tendency. Increase in bottled water consumption has boosted the bottled water industry and marketing tends show very promising perspectives for the future. Hence, the purpose of this study was to investigate the impact of marketing, commercial, social, economic, environmental and statutory factors on customers' pre-purchase and post-purchase behaviors "The Case of Bottled Water Consumption in the Govern ate of Ma'an, Jordan". The study is based on a set of null hypotheses that hypnotizes no significance impact of marketing, commercial, social, economic, environmental and statutory factors on customers' pre-purchase and post-purchase behaviors. A quantitative approach is used and relevant data was collected through structured questionnaire. Subjects for the study consisted of 500 people out of total target population of 144082. 500 structured questionnaires were distributed to residents in the govern ate of Ma'an, Jordan, 445 questionnaires were returned and only 400 were suitable for statistical analysis. SPSS version 16 was used to for data analysis. Descriptive and inferential statistics were used for data analysis.  Statistical tools were aligned with objective of the research. For this purpose, frequency tables, percentages, means and standard deviations were computed and then substantively interpreted. Inferential statistics like Pearson product moment correlation coefficient (r) and linear regression were used to determine if there is a significant positive relationship existed between the independent variables (marketing, commercial, social, economic, environmental and statutory) and dependent variables (customers' pre-purchase and post-purchase behaviors). The findings indicate that marketing, commercial, social, economic, environmental and statutory factors were found to be positively correlated and claimed statistically significant relationship with customers' pre-purchase and post-purchase behaviors. Analysis and interpretations made at 0.05 level of significance. The study concluded that beverages companies should concentrate on all product attributes to gain competitive advantages and at the same time satisfy their customers. Keywords: Marketing, commercial, social, economic, environmental statutory, factors, Customers, pre

The Impact of Electronic Sales Channels on Customers Response of Convenience Products Outlets Stores

Purpose: The current study sought to determine the effect of electronic sales channels on customer response to appropriate product outlet stores.   Theoretical framework: With the development of modern means of communication and technologies that have proven effective and efficient, the online shopping system has evolved to be an important resource in the field of electronic commerce. Therefore, in recent times, the issue of customer response has become a sensitive issue for companies, especially in light of the intense competition in the business environment.   Design/methodology/approach: The study used the descriptive analytical approach, and the administrative survey was designed to access the data. The study population consisted of (10) major electronic sales outlets located in the city of Irbid, and a random sample of a total of (400) respondents was used. To analyze the data, this study used modern systems, which is the statistical program (SPSS).   Findings: The results of the study indicate the positive impact of electronic sales channels on customer response.   Research, Practical & Social implications: The study recommended the need, and most importantly, to recommend the adoption of a diversity strategy in e-mail so that companies can access more widespread applications, which increases the interest of the customer and thus is reflected in his purchase decision.   Originality/value: Despite the scientific contribution that was evident in this study, we still need more future studies related to electronic sales channels about customer response in other dimensions such as purchasing decisions, sales and marketing performance, customer trust, and customer intention in different commercial and marketing environments

The effect of corporate social responsibility on customer loyalty in mobile telephone companies

Purpose: The present study aims at developing and empirically testing a research model that presents the influence of Corporate Social Responsibility on corporate image, customer satisfaction and customer loyalty, demonstrating the direct and indirect effects among these structures. Design/Methodology/Approach: The examination of the proposed research model was carried out using a structured questionnaire completed by 358 mobile users in the city of Kavala. The validity and the reliability of the questionnaire were examined, while for the data analysis the Structural Equation Modeling Technique was used with LISREL 8.80. Findings: The findings of this study indicate that Corporate Social Responsibility have not a significant direct effect on customer loyalty, while corporate image and customer satisfaction have a significant positive effect on customer loyalty. Moreover, the findings provide practical new insights in understanding how a mobile company’s CSR policy could be developed and implemented to help enhance customer loyalty through the mediating effects of customer satisfaction. Practical Implications: The companies would like to understand the implications of its CSR policy implementation, especially in enhancing its corporate image and customer satisfaction in terms of reputation and impression. Originality/Value: This study is a pioneer research in addressing the mediating role played by customer satisfaction for strengthening the relationship between CSR and customer loyalty in mobile phone companies.peer-reviewe

The Relationships of Adaptive Selling Behaviors and Customer-Oriented Selling With Need for Cognition in the Personal Selling Context.

This study examined the influences of two selling strategies-- adaptive selling behaviors and customer-oriented selling behaviors--within the interactive dyad of personal selling in the life insurance setting. These influences include the effects of the selling strategies on attitudes toward the product, attitudes toward the salesperson, and ultimate purchase intentions and recommendations. Each of the strategies is assessed from the customer\u27s vantage point. Also need for cognition of the customer is considered as an individual difference variable impacting the sales process. Results indicate that customers\u27 perceptions of a salesperson\u27s selling behavior does affect purchase decisions. Implications for both researchers and practitioners are developed as well as a future research agenda

Comprehensive Evaluation of E-Service Quality Determinants. "Studying the Impact of these Key Quality Determinants On The Satisfaction and Loyalty of Online Jordanian Customers"

The wide use of Internet and the advancement in information and communication technologies have significantly changed the way business is conducted. Over the last decade or so online shopping tendency has increased all over the world. Hence, the purpose of this study was to investigate the impact of customer service quality, system quality, information quality, security &privacy quality, website quality, convenience quality, economic value quality and empathy quality on customer's satisfaction and loyalty "the case of online Jordanian customers". The study is based on a set of null hypotheses that hypnotizes no significance impact of these qualities on customers' satisfaction and customers' loyalty. A quantitative approach is used and relevant data was collected through structured questionnaire distributed to residents of Jordan. The relevant responses of subjects for the study consisted of 680 people. SPSS version 16 was used to for data analysis. Descriptive and inferential statistics were used for data analysis.  Statistical tools were aligned with objective of the research. For this purpose, frequency tables, percentages, means and standard deviations were computed and then substantively interpreted. Inferential statistics like Pearson product moment correlation coefficient (r) and linear regression were used to determine if there is a significant positive relationship existed between the independent variables and the dependent variables. The findings indicate that customer service quality, system quality, information quality, security &privacy quality, website quality, convenience quality, economic value quality and empathy quality  were found to be  positively correlated and claimed statistically significant relationship with customers' satisfaction and customers' loyalty. Analysis and interpretations made at 0.05 level of significance. The study concluded that the impact of these variables is differentials as per customer's perceptions. Furthermore, service providers should concentrate on all e-service qualities to satisfy customers and earn their loyalty. Strict adherence well enable e-service providers to gain online competitive advantage and sustain their businesses in the virtual environment.  Keywords: E-Service Quality, Online, Customers' Satisfaction, loyalty. Jorda

The influence of religiosity, profit loss and sharing and corporate image toward consumer intentions of Muamalat bank financing

Purpose: This study aims to look at the influence of religiosity, profit and loss sharing and corporate image on consumer intentions of Muamalat bank financing in Madiun Design/methodology/approach: this study used a quantitative approach with a sample of 220 Muslim respondents in Madiun. And data analysis used smart PLS. Findings: The results of the analysis found that religiosity has a significant positive effect on consumer intentions, profit and loss sharing has a significant negative effect on customer intentions and corporate image does not affect consumers' intention of Muamalat bank financing in Madiun Practical implications: From the results will be as a marketing strategy to increase customers financing Muamalat banks, and find out the factors - factors that influence consumer intentions by looking at community religiosity and giving a low perception of profit and loss sharing of Muamalat bank financing in Madiun. Originality/value: The factor of religiosity can increase the consumer's intention of Muamalat bank financing in Madiun and the perception of profit and loss sharing can reduce the consumer's intention of Muamalat bank financing in Madiun.peer-reviewe

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt. This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context. The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented