Title :
Adaptive selling behavior model of Chinese automotive salesmen
Author :
Jun Ma ; Lin Lin ; Wenxia Xu
Author_Institution :
Sch. of Automotive, Tongji Univ., Shanghai, China
fDate :
Aug. 31 2014-Sept. 3 2014
Abstract :
By studying on the antecedents and customer-oriented consequences in adaptive selling behavior model, seven factors are found out to establish a new adaptive selling behavior to meet the special needs of automotive industry. They are intrinsic motivation, customer qualification skill, technic skill, adaptive selling behavior, behavioral performance, customer satisfaction and customer percieved service quality. After empirical analysis, intrinsic motivation, customer qualification skill show high influence on adaptive selling behavior, behavioral performance, customer satisfaction and percieved service quality; adaptive selling behavior shows high influence on behavioral performance, customer satisfaction and customer percieved service quality; but the influence of technic skill, a new antecedent imported according to special needs of automotive industry, is quite limited.
Keywords :
automobile industry; customer satisfaction; quality of service; sales management; Chinese automotive salesmen; adaptive selling behavior model; automotive industry; behavioral performance; customer percieved service quality; customer qualification skill; customer satisfaction; customer-oriented consequence; empirical analysis; intrinsic motivation; technic skill; Adaptation models; Analytical models; Automobiles; Automotive engineering; Customer satisfaction; Mathematical model; Qualifications;
Conference_Titel :
Transportation Electrification Asia-Pacific (ITEC Asia-Pacific), 2014 IEEE Conference and Expo
Conference_Location :
Beijing
Print_ISBN :
978-1-4799-4240-4
DOI :
10.1109/ITEC-AP.2014.6940915
