Satisfactory listening: The differential role of salesperson communication in (co)creating value for B2B buyers

Hossain, Mehdi Tanzeeb; Gilbert, Jonathan Ross

doi:10.1016/j.indmarman.2021.08.010

Cited by 4 publications

(1 citation statement)

References 131 publications

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“…Overall, we included k = 83 independent samples from 94 different publications into our database, spanning the years from 1997 to 2021 [5]. Primary studies included in the meta-analysis are as follows (references with the same superscripts share the same primary sample): Abdolvand and Norouzi (2012), Alejandro et al (2011), Arslanagic-Kalajdzic and Zabkar (2017), Badenhorst-Weiss and Tolmay (2016), Barry et al (2008) a , Barry and Terry (2008) a , Berenguer-Contrí et al (2020), Blocker (2011) b , Blocker et al (2011) b , Briggs and Grisaffe (2010), Callarisa Fiol et al (2009), Caruana et al (2000), Casidy and Nyadzayo (2019), Čater and Čater (2009), Cheung et al (2010), Correa et al (2021), Cretu and Brodie (2007), Cui and Coenen (2016), Eggert and Ulaga (2002), Eggert and Ulaga (2010) c , Eggert et al (2006) c , Faroughian et al (2012), Flint et al (2011), Gao et al (2005), García-Acebrón et al (2010), Geiger et al (2012), Gil-Saura et al (2018), Gil-Saura et al (2009), Gil-Saura et al (2011) d , Gil-Saura et al (2020), Gil-Saura et al (2010), Gligor et al (2020), Golicic and Mentzer (2006), Granados et al (2021), Han and Sung (2008), Homburg et al (2005) e , Hossain and Gilbert (2021), Hutchinson et al (2011), Jianhua and Mingli (2013), Kivijärvi and Virta (2021), Kumar and Grisaffe (2004), La et al (2009), Lam et al (2004), Lapierre et al (1999), Liu (2006) f , Liu et al (2005) f , Liu et al (2008), López Sánchez et al (2010), Luu et al (2016), Menon et al (2005) e , Moliner-Velazquez et al (2014) d , Mooi et al (2020), Nguyen and Nguyen (2011), Nyadzayo et al (2018), O'Cass and Ngo (2012), Olaru et al (2008), Padgett et al (2020), Patterson and Spreng (1997), Pimpa ...…”

Section: Methodsmentioning

confidence: 99%

“What’s it really worth?” A meta-analysis of customer-perceived relationship value in B2B markets

Geiger

Naacke

2022

JBIM

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Purpose Research on customer-perceived relationship value (CPRV) in business-to-business (B2B) markets has flourished over the past two decades. This paper aims to meta-analytically take stock of this research stream. It creates a comprehensive overview of the theoretical bases of CPRV research and establishes CPRV in its nomological network. The latter includes relationship benefits and sacrifices, offer quality, trust, switching costs, satisfaction, commitment, loyalty and salience of alternatives. Meaningful boundary conditions of the links to and from CPRV emerge from this research. Design/methodology/approach To locate suitable primary studies for inclusion in this meta-analysis, a comprehensive literature search was performed. Selection criteria ensured that only suitable B2B samples were included. Meta-analytical random and mixed-effects models were performed on a sample of k = 83 independent data sets from 94 primary publications, with a total n = 22,305. Findings All constructs are strongly related to CPRV in the expected direction, except for switching costs and salience of alternatives with a moderate relationship and relationship sacrifices with a non-significant mean association. Firm type (manufacturing, non-manufacturing), key informant role (purchaser, non-purchaser), supplier offering type (goods, services) and measurement approach (reflective, formative) function as boundary conditions in the moderation analysis. Originality/value This study is one of the very rare meta-analyses that draws exclusively from B2B marketing primary studies. It summarizes and solidifies the current theoretical and empirical knowledge on CPRV in business markets. The novel inclusion of boundary conditions offers additional insight over primary studies and makes for interesting new research directions.

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Section: Methodsmentioning

confidence: 99%

“What’s it really worth?” A meta-analysis of customer-perceived relationship value in B2B markets

Geiger

Naacke

2022

JBIM

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A Meta-analytic Systematic Review and Theory of the Effects of Perceived Listening on Work Outcomes

et al. 2023

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The quality of listening in interpersonal contexts was hypothesized to improve a variety of work outcomes. However, research of this general hypothesis is dispersed across multiple disciplines and mostly atheoretical. We propose that perceived listening improves job performance through its effects on affect, cognition, and relationship quality. To test our theory, we conducted a registered systematic review and multiple meta-analyses, using three-level meta-analysis models, based on 664 effect sizes and 400,020 observations. Our results suggest a strong positive correlation between perceived listening and work outcomes, $$\overline{r}$$ r ¯ = .39, 95%CI = [.36, .43], $$\overline{\rho }$$ ρ ¯ = .44, with the effect on relationship quality, $$\overline{r}=$$ r ¯ = .51, being stronger than the effect on performance, $$\overline{r}=$$ r ¯ = .36. These findings partially support our theory, indicating that perceived listening may enhance job performance by improving relationship quality. However, 75% of the literature relied on self-reports raising concerns about discriminant validity. Despite this limitation, removing data solely based on self-reports still produced substantial estimates of the association between listening and work outcomes (e.g., listening and job performance, $$\overline{r}$$ r ¯ = .21, 95%CI = [.13, .29], $$\overline{\rho }$$ ρ ¯ = .23). Our meta-analyses suggest further research into (a) the relationship between listening and job knowledge, (b) measures assessing poor listening behaviors, (c) the incremental validity of listening in predicting listeners’ and speakers’ job performance, and (d) listening as a means to improve relationships at work.

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Proposing a sales performance motivational framework for B2B sellers in services firms

Rodríguez,

Roberts-Lombard,

Høgevold

et al. 2024

European Research on Management and Business Economics

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Satisfactory listening: The differential role of salesperson communication in (co)creating value for B2B buyers

Cited by 4 publications

References 131 publications

“What’s it really worth?” A meta-analysis of customer-perceived relationship value in B2B markets

“What’s it really worth?” A meta-analysis of customer-perceived relationship value in B2B markets

A Meta-analytic Systematic Review and Theory of the Effects of Perceived Listening on Work Outcomes

Proposing a sales performance motivational framework for B2B sellers in services firms

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