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Full-Text Articles in Business
Covid's Positive Implications On Business-To-Business Salesperson Communication And Customer Interaction, Lucy Matthews, Diane R. Edmondson, Ryan Matthews, Frances Ann Stott, Tammy Bahmanziari
Covid's Positive Implications On Business-To-Business Salesperson Communication And Customer Interaction, Lucy Matthews, Diane R. Edmondson, Ryan Matthews, Frances Ann Stott, Tammy Bahmanziari
Atlantic Marketing Journal
This article aims to investigate the impact of the COVID-19 pandemic on industrial salesperson communication with buyers, specifically focusing on the positive outcomes. The authors use a qualitative data collection approach based on grounded theory. Thirteen executives, primarily from the transportation industry, were interviewed. Based on the executive interviews, this study develops the pandemic-induced customer interaction model for the industrial market, drawing from the Technology Acceptance Model (TAM) and innovation diffusion theory. This study is the first to examine the positive impacts of the COVID-19 pandemic on business-to-business sales organization communication. This study contributes to the literature through the creation …
Customer Service Challenges In Omni-Channel Retailing—An Exploratory Study Of Vague Language In Retailer Customer Service Policies, Terence L. Holmes, Edward C. Brewer
Customer Service Challenges In Omni-Channel Retailing—An Exploratory Study Of Vague Language In Retailer Customer Service Policies, Terence L. Holmes, Edward C. Brewer
Atlantic Marketing Journal
Retailers are interacting with customers via an ever-increasing number of touchpoints. The addition of social media and mobile devices to the traditional physical and virtual retail platforms has created an evolving consumer practice of using several such "touchpoints" in the course of a single purchase (the "omni-channel”). The difficulty of providing high levels of customer service has increased with the necessity of managing multiple channels under the retailer’s control and coordinating formally or informally with touchpoints not directly within the retailer’s own operations. Multiple sources of potentially conflicting information (e.g., order fulfillment) can lead to miscommunication, and thus poor service …
Marketing Mavens’ Fusion With Social Media, Deborah Lester, R. Keith Tudor, Dolly D. Loyd, Tyra Mitchell
Marketing Mavens’ Fusion With Social Media, Deborah Lester, R. Keith Tudor, Dolly D. Loyd, Tyra Mitchell
Atlantic Marketing Journal
Maven behavior and its fusion with social media was a natural progression from an auspicious beginning. The acknowledgement of market influencers and their impact on consumer behavior emerged in the discipline literature during the 70’s with a study by Sheth (1971) who recognized the marketing opportunity of information disseminators. The potential publicizing influence of these brokers was investigated by Kotler and Zaltman (1976) whose findings advocated for their inclusion within a communication stratagem. Further examination produced precise demographic variables and personality traits along with the more accurate terminology of market mavens (Feick and Price, 1987) to delineate their unique dispositions. …