An Empirical Examination of Causes and Consequences of Trustworthiness: A B2B Services Perspective

Bell, Ralitza

doi:10.1007/978-3-319-50008-9_187

Cited by 1 publication

(1 citation statement)

References 32 publications

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“…Numerous studies in the personal selling and sales management domain (Kaski et al , 2017; Mangus et al , 2017) have highlighted that the B2B sales landscape is evolving because of enhanced B2B customer service management expectations and the need to develop strategic partnerships with fewer sellers. These industrial customers’ decision-making is guided increasingly by their service experience with the seller and the influence this might have on their future business performance (Bell, 2017).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Organisational and environmental indicators of B2B sellers’ sales performance in services firms

Rodriǵuez

Roberts-Lombard

Høgevold

et al. 2022

EBR

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Purpose This study aims to propose a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms. Design/methodology/approach A descriptive research design was applied and data was gathered from 389 respondents across industries and different-sized services firms in Norway using a self-administered questionnaire. Findings Results show that the proposed six-dimensional framework of organisational and environmental indicators can be applied to manage seller–customer relationships in a business-to-business environment. Research limitations/implications A six-dimensional framework of organisational and environmental indicators is tested successfully in services firms. Practical implications Increasingly, services firms will need to work closely with business-to-business sellers to proactively adapt to market changes through a co-creation approach to build long-term seller–customer relationships. Originality/value To the best of the authors’ knowledge, no previous study has focused on relationship marketing in business-to-business relationships that proposes a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms.

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Section: Theoretical Frameworkmentioning

confidence: 99%