each customer (Spiro and Weitz, 1990) so that not only product/service desires are addressed but also the consumer’s sales process needs (Szymanski, 1988). It concludes by stating that Selling Orientation – Customer Orientation indirectly affects satisfaction with the dealer, product, and manufacturer. Adopting a selling oriented approach affects satisfaction with the salesperson in a negative fashion, while using a customer oriented approach has a direct, positive effect on satisfaction with the salesperson…
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