The Role of the Salesperson in Delivering Customer Value

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

Abstract

Salespeople in business-to-business markets are a key component in creating and delivering customer value. This manuscript examines the role of the salesperson in creating and delivering customer value by employing means-end theory. A conceptual model is developed examining customer value delivered by salespeople. This model is the basis of a matrix identifying generalizable functional and psychological consequences delivered by salespeople. From these models, a methodology is proposed and discussed for further exploration.

Original languageEnglish
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
PublisherSpringer Nature
Pages39
Number of pages1
DOIs
StatePublished - 2015
Externally publishedYes

Publication series

NameDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)2363-6165
ISSN (Electronic)2363-6173

Keywords

  • Customer Relationship
  • Customer Satisfaction
  • Marketing Literature
  • Psychological Consequence
  • Support Service

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