The Effect of Personal Relationship and Consultative Task Behaviors on Buyer Perceptions of Salesperson Trust, Expertise, and Loyalty

A Cross-Cultural Comparison of Business Complaint Management Expectations

“…Our research results, furthermore, show that both British and German respondents value honest suppliers who genuinely care about their buyers and show openness in listening to problems. Our findings echo the importance of frontline contact personnel possessing both analytical and problem-solving skills (e.g., competence, understanding the problem) as well as the more affective and interpersonal communication skills (e.g., empathy, honesty) so that they are able to resolve conflicts in line with the general relational atmosphere within long-term relationships with buyers (Newell et al 2011). Given that the possibility of improving an employee's willingness to help customers through training appears to have limits (Teng and Barrows 2009), companies should focus on recruiting individuals who inherently want to help buyers.…”

Drivers of sales force equity in the service industry

“…In the selling context, Doney and Cannon (1997) specify that a customer's trust in a salesperson induces customer loyalty. Similarly, Newell et al (2011) demonstrate that salesperson trustworthiness is a positive antecedent of buyer perceptions of relationship loyalty. Indeed, if a customer perceives a salesperson as a credible source, it implies that the salesperson performed successfully in terms of service delivery and reliability in the interest of the customer.…”

“…The scale items used for the study were measured using five-point Likert-type scales. Salesperson trustworthiness (four items) and expertise (three items) measures were taken from a scale developed by Ohanian (1990) and used by Newell et al (2011) in the context of the sales force. Economic value was measured using four items adapted from Liu (2006).…”

The Impact of Organizational Orientations on Medium and Small Firm Performance: A Resource-Based Perspective

“…If common method bias is present, then one latent dimension should account for the variance in the independent variables (Newell et al. ; Podsakoff et al. ).…”

“…As such, Harman's one‐factor test was used to determine if common method bias was present (Podsakoff and Organ ); an approach which has received widespread use over many years across a broad range of marketing, small business, and business psychology settings (Brettel, Engelen, and Voll ; Cohen and Caspary ; Liao, Kickul, and Ma ; Matthews and Scott ; Newell et al. ; Wallace et al. ; Wang et al.…”