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Personal acquaintances and salespeople in financial services: Differences between customers and friends
Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, Industriell Ekonomi.
Segal Graduate School of Business at Simon Fraser University, Vancouver, Canada;Senior Research Fellow of the Leeds University Business School in the United Kingdom.
Segal Graduate School of Business, Simon Fraser University, Vancouver, Canada.
Department of Marketing, Deakin University, Melbourne, Australia.
2009 (engelsk)Inngår i: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 14, nr 1, s. 26-39Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

The existence, benefit and management of customer-salesperson relationships in the marketing of financial services are topics of increasing interest. Much of the sales and marketing literature implies that because of time spent together, salespeople and some of their customers develop close relationships that are akin to friendships. Evidence from social psychology confirms that strong relationships are founded in deep knowledge of others gained over long periods after sharing personal information. This paper reports on the results of a study of salespeople's assessments of their personal acquaintance with customers and friends in a financial services setting. The results indicate that salespeople do not classify customers as friends on all the dimensions of personal acquaintance. Furthermore, the nature of personal acquaintance differs between 'good' customers (those salespeople enjoy serving), and 'bad' (those they do not), with the exception of the personal acquaintance dimensions of interaction frequency and personal disclosure. We discuss the implications for practice and make recommendations for future research.

sted, utgiver, år, opplag, sider
2009. Vol. 14, nr 1, s. 26-39
Emneord [en]
business friendships, personal acquaintance, financial services, good customers, bad customers, salespeople
HSV kategori
Forskningsprogram
Industriell marknadsföring
Identifikatorer
URN: urn:nbn:se:ltu:diva-6406DOI: 10.1057/fsm.2009.5Scopus ID: 2-s2.0-67650267498Lokal ID: 4a1600a0-e4d0-11de-bae5-000ea68e967bOAI: oai:DiVA.org:ltu-6406DiVA, id: diva2:979291
Merknad

Validerad; 2009; 20091209 (larsbm)

Tilgjengelig fra: 2016-09-29 Laget: 2016-09-29 Sist oppdatert: 2022-03-31bibliografisk kontrollert

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