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Authordc.contributor.authorJanakiraman, Narayan 
Authordc.contributor.authorBullemore, Jorge 
Authordc.contributor.authorValenzuela-Fernández, Leslier 
Authordc.contributor.authorJaramillo, Jorge Fernando 
Admission datedc.date.accessioned2019-10-15T12:23:42Z
Available datedc.date.available2019-10-15T12:23:42Z
Publication datedc.date.issued2019
Cita de ítemdc.identifier.citationJournal of Consumer Marketing, Volumen 36, Issue 1, 2019, Pages 72-81
Identifierdc.identifier.issn07363761
Identifierdc.identifier.other10.1108/JCM-11-2016-2000
Identifierdc.identifier.urihttps://repositorio.uchile.cl/handle/2250/171596
Abstractdc.description.abstractPurpose: The purpose of this study is to examine how a service provider’s offer quality is evaluated (OQ).This study shows that attitude toward the salesperson in a service context (AS) is an important antecedent to OQ. Design/methodology/approach: This study involves three studies, first is a dyadic data analyzed with HLM, second is an experiment and the third an IAT. Findings: The findings of this study show that active empathetic listening increases offer quality evaluations, regardless of the AS level. However, at lower levels of AS, sales perseverance negatively affects offer quality evaluations. Originality/value: While research suggests that listening is extremely important, there is also research that suggests that perseverance is more important. Considering data from sales people and from consumers, the authors examine when listening and when perseverance is important.
Lenguagedc.language.isoen
Publisherdc.publisherEmerald Group Publishing Ltd.
Type of licensedc.rightsAttribution-NonCommercial-NoDerivs 3.0 Chile
Link to Licensedc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/cl/
Sourcedc.sourceJournal of Consumer Marketing
Keywordsdc.subjectCustomer sales interaction
Keywordsdc.subjectDyadic data
Keywordsdc.subjectSales evaluation
Keywordsdc.subjectService evaluation
Títulodc.titleListening and perseverance – two sides to a coin in quality evaluations
Document typedc.typeArtículo de revista
Catalogueruchile.catalogadorSCOPUS
Indexationuchile.indexArtículo de publicación SCOPUS
uchile.cosechauchile.cosechaSI


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Attribution-NonCommercial-NoDerivs 3.0 Chile
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 3.0 Chile