Matches in SemOpenAlex for { <https://semopenalex.org/work/W2488640108> ?p ?o ?g. }
- W2488640108 endingPage "239" @default.
- W2488640108 startingPage "221" @default.
- W2488640108 abstract "Salespersons’ customer orientation has attracted considerable attention from practitioners and researchers. By distinguishing customer-oriented attitude from behavior, this study sheds light on customers’ perceptions of salespersons’ empathy, as a missing link between customer orientation and customer-related outcomes. Noting the increasing age diversity among salespersons and customers, this study also investigates whether age differences in salesperson–customer dyads moderate the relationships of salespersons’ customer-oriented attitude and behavior with customer outcomes. Finally, this study examines salespersons’ climate perceptions as antecedents of their customer-oriented attitudes. Results of multilevel modeling with data from 164 salespersons and 405 customers reveal that salesperson empathy, as perceived by customers, is an important facilitator of the customer orientation–satisfaction relationship. When there are large age differences, salespersons’ customer-oriented attitude becomes more important for making customers feel understood by salespersons. Regarding antecedents, salespersons’ customer-oriented attitude is influenced by their perceptions of team-member exchange and age-inclusive climate." @default.
- W2488640108 created "2016-08-23" @default.
- W2488640108 creator A5026964224 @default.
- W2488640108 creator A5029130584 @default.
- W2488640108 creator A5040295958 @default.
- W2488640108 creator A5074142045 @default.
- W2488640108 date "2016-07-02" @default.
- W2488640108 modified "2023-10-18" @default.
- W2488640108 title "Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency" @default.
- W2488640108 cites W1542256811 @default.
- W2488640108 cites W1738259652 @default.
- W2488640108 cites W1920300600 @default.
- W2488640108 cites W1969333510 @default.
- W2488640108 cites W1977880231 @default.
- W2488640108 cites W1979907230 @default.
- W2488640108 cites W1980083892 @default.
- W2488640108 cites W1980470076 @default.
- W2488640108 cites W1982735577 @default.
- W2488640108 cites W1983776372 @default.
- W2488640108 cites W1984317771 @default.
- W2488640108 cites W1985419904 @default.
- W2488640108 cites W1986225750 @default.
- W2488640108 cites W1989114149 @default.
- W2488640108 cites W1991047936 @default.
- W2488640108 cites W1992727645 @default.
- W2488640108 cites W1995687919 @default.
- W2488640108 cites W1998751590 @default.
- W2488640108 cites W2003470457 @default.
- W2488640108 cites W2005225307 @default.
- W2488640108 cites W2011535309 @default.
- W2488640108 cites W2013412094 @default.
- W2488640108 cites W2015170651 @default.
- W2488640108 cites W2015468799 @default.
- W2488640108 cites W2017053988 @default.
- W2488640108 cites W2018747219 @default.
- W2488640108 cites W2021526009 @default.
- W2488640108 cites W2023273380 @default.
- W2488640108 cites W2025926893 @default.
- W2488640108 cites W2026278344 @default.
- W2488640108 cites W2029029950 @default.
- W2488640108 cites W2029374995 @default.
- W2488640108 cites W2030020635 @default.
- W2488640108 cites W2030091210 @default.
- W2488640108 cites W2030167030 @default.
- W2488640108 cites W2031220560 @default.
- W2488640108 cites W2034163345 @default.
- W2488640108 cites W2034951011 @default.
- W2488640108 cites W2036597389 @default.
- W2488640108 cites W2038463101 @default.
- W2488640108 cites W2038984978 @default.
- W2488640108 cites W2045057356 @default.
- W2488640108 cites W2047169746 @default.
- W2488640108 cites W2049186306 @default.
- W2488640108 cites W2049998791 @default.
- W2488640108 cites W2050463533 @default.
- W2488640108 cites W2052857312 @default.
- W2488640108 cites W2057623884 @default.
- W2488640108 cites W2057660102 @default.
- W2488640108 cites W2058787488 @default.
- W2488640108 cites W2060128678 @default.
- W2488640108 cites W2063807713 @default.
- W2488640108 cites W2065896683 @default.
- W2488640108 cites W2066926974 @default.
- W2488640108 cites W2076915346 @default.
- W2488640108 cites W2089710676 @default.
- W2488640108 cites W2090636227 @default.
- W2488640108 cites W2097978649 @default.
- W2488640108 cites W2098849702 @default.
- W2488640108 cites W2099801393 @default.
- W2488640108 cites W2103575675 @default.
- W2488640108 cites W2108323685 @default.
- W2488640108 cites W2108768899 @default.
- W2488640108 cites W2110083569 @default.
- W2488640108 cites W2110220546 @default.
- W2488640108 cites W2110887054 @default.
- W2488640108 cites W2110930378 @default.
- W2488640108 cites W2111602683 @default.
- W2488640108 cites W2112562395 @default.
- W2488640108 cites W2112883678 @default.
- W2488640108 cites W2116883673 @default.
- W2488640108 cites W2117314829 @default.
- W2488640108 cites W2117994562 @default.
- W2488640108 cites W2124999700 @default.
- W2488640108 cites W2130653485 @default.
- W2488640108 cites W2131568786 @default.
- W2488640108 cites W2131839052 @default.
- W2488640108 cites W2138600884 @default.
- W2488640108 cites W2148690842 @default.
- W2488640108 cites W2152665070 @default.
- W2488640108 cites W2153027830 @default.
- W2488640108 cites W2153234263 @default.
- W2488640108 cites W2156166472 @default.
- W2488640108 cites W2158219130 @default.
- W2488640108 cites W2158378292 @default.
- W2488640108 cites W2161138758 @default.
- W2488640108 cites W2161177455 @default.
- W2488640108 cites W2161729939 @default.
- W2488640108 cites W2161856633 @default.