Factors Associated with Customer Willingness to Refer Leads to Salespeople
- UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
- James S. Boles, Professor (Creator)
- Institution
- The University of North Carolina at Greensboro (UNCG )
- Web Site: http://library.uncg.edu/
Abstract: This paper develops and tests a model that examines factors that may contribute to customers' willingness to provide referrals to their salespeople. Data were collected in a business-to-business setting. Responses were received from 406 decision-makers. The model was tested using structural equations modeling. Findings suggest that the customer's appraisal of the relationship directly influences customer willingness to provide referrals. This study found that customer trust of the salesperson and customer satisfaction with the salesperson influence the customer's appraisal of the relationship. Additionally, conflict with the salesperson was found to have a negative influence on the customer's appraisal of the relationship and the customer's expectation to continue the relationship. Finally, customer expectation of continuing the relationship did not influence customer willingness to provide referrals.
Factors Associated with Customer Willingness to Refer Leads to Salespeople
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Created on 12/23/2021
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Additional Information
- Publication
- Journal of Business Research 56 (no. 4, April 2003), pp. 257-264
- Language: English
- Date: 2003
- Keywords
- customer, leads, salespeople