销售接触中顾客接触满意的影响因素研究  

The factors impact customer encounter satisfaction on sales encounter

作　　者：杨青青[1] 秦辉[1] 

机构地区：[1]浙江工业大学,浙江杭州310023

出　　处：《现代物业（中旬刊）》2011年第6期26-29,共4页Modern Property Management

摘　　要：目前,很多营销研究者开始关注顾客和销售人员之间的人际互动对顾客满意的影响。而销售接触如何影响顾客满意在国内的研究还处于空白阶段。本人在前人研究的基础上,界定了销售接触的概念,本文通过顾客和销售人员的共同感知,对顾客接触满意的影响因素进行分析,并提出相关理论框架和研究假设。At present, many marketing researchers emphasize the critical role of the interpersonal interaction between the customer and the salesperson in influencing customer satisfaction. But the research that how sales encounter can affect customer satisfaction is lacking. This study shows the perceptions of both the customer and the salesperson regarding the impact of sales encounter performance on satisfaction, and make relevant theoretical framework and research hypotheses.

关 键 词：销售接触 销售人员接触满意 顾客接触满意 满意映像 

分 类 号：F274[经济管理—企业管理]