Quand l'Orientation Client du vendeur conduit au développement de la relation : Le rôle modérateur de la propension relationnelle du client (notice n° 256039)
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| fixed length control field | 02780cam a2200277 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250112072926.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Poujol, Fanny |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Quand l'Orientation Client du vendeur conduit au développement de la relation : Le rôle modérateur de la propension relationnelle du client |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2012.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 58 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Autant les praticiens que les chercheurs s’accordent sur l’importance et le rôle des vendeurs dans la construction et le développement de la relation consommateur-entreprise. Néanmoins, quid de la propension des clients à s’engager dans une relation commerciale ? Ce papier étudie à la fois, l’impact de l’orientation client du vendeur sur la qualité de la relation (considérée ici comme la satisfaction et la confiance envers le vendeur) et sur la réponse post-achat, ainsi que l’influence indirecte de la propension du client sur ce modèle.A l’aide d’une étude empirique réalisée auprès de 306 consommateurs français dans le cadre d’une rencontre de service de produits de haute technologie, les résultats montrent le rôle médiateur de la qualité relationnelle et le rôle modérateur de la propension du client à s’engager dans la relation. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | When the seller’s Customer Focus leads to the development of the relationship : the moderating role of the customer’s relational predispositionBoth researchers and managers recognize the importance of salespeople’ customer orientation in order to build profitable relationship with consumers. However the question of the consumer propensity to be involved in a relationship seems fundamental. The paper studies both, the impact of salespeople’ customer orientation on the quality of the relationship (that corresponds to the customer trust toward the salesperson and the satisfaction toward the salesperson) and on the post-purchase response, the indirect effect of the consumer relationship propensity on this model.We conducted an empirical study on 306 French consumer about a buying experience of high technology product. Results show the mediator role of relational quality and the moderator role of the consumer propensity to be involved in a relationship. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualité relationnelle |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | orientation client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | propension relationnelle du client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | vendeur |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | consumer relationship propensity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | sales-people |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer orientation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relationship quality |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Siadou-Martin, Béatrice |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Management & Prospective | Volume 29 | 2 | 2012-04-01 | p. 87-103 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-gestion-2000-2012-2-page-87?lang=fr">https://shs.cairn.info/revue-gestion-2000-2012-2-page-87?lang=fr</a> |
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