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Empirical study to explore the influence of salesperson's customer orientation on customer loyalty

02/28/2021
by   Prathamesh Muzumdar, et al.
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This study tries to examine the influence of salesperson's customer orientation on customer loyalty. Customer orientation is the approach taken by a salesperson to improve customer relationship and increase sales. Many organizations prefer sales orientation as a strategic approach towards increasing sales. Though successful in its objective, sales orientation fails to attract repetitive purchase. It has become a necessity to train frontline employees to better understand the customer needs, keeping in mind the firm's ultimate objective. This study examines the improvements customer orientation can bring to increase repurchases thus leading to customer loyalty. The findings suggest that product assortment, long lines of customers, customers' annual income, and the listening skills of salesperson were the significant antecedents of customer loyalty.

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