Listening and perseverance – two sides to a coin in quality evaluations
ISSN: 0736-3761
Article publication date: 23 January 2019
Issue publication date: 8 February 2019
Abstract
Purpose
The purpose of this study is to examine how a service provider’s offer quality is evaluated (OQ).This study shows that attitude toward the salesperson in a service context (AS) is an important antecedent to OQ.
Design/methodology/approach
This study involves three studies, first is a dyadic data analyzed with HLM, second is an experiment and the third an IAT.
Findings
The findings of this study show that active empathetic listening increases offer quality evaluations, regardless of the AS level. However, at lower levels of AS, sales perseverance negatively affects offer quality evaluations.
Originality/value
While research suggests that listening is extremely important, there is also research that suggests that perseverance is more important. Considering data from sales people and from consumers, the authors examine when listening and when perseverance is important.
Keywords
Citation
Janakiraman, N., Bullemore, J., Valenzuela-Fernández, L. and Jaramillo, J.F. (2019), "Listening and perseverance – two sides to a coin in quality evaluations", Journal of Consumer Marketing, Vol. 36 No. 1, pp. 72-81. https://doi.org/10.1108/JCM-11-2016-2000
Publisher
:Emerald Publishing Limited
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