How does the learning climate affect customer satisfaction?

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Title:	How does the learning climate affect customer satisfaction?
Authors:	Wang, Mei-Ling
Contributors:	淡江大學企業管理學系
Keywords:	learning climate;adaptive selling;customer satisfaction
Issue Date:	2014-03-10 09:04:12 (UTC+8)
Publisher:	Abingdon: Routledge
Abstract:	This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons' knowledge of customers and customer satisfaction. A total of 417 service encounters involving 88 bank consultants were analysed using hierarchical linear modelling, with results that support most of the proposed model. More specifically, learning climate was positively related to adaptive selling behaviour, and adaptive selling behaviour was directly related to customer satisfaction. In addition, adaptive selling behaviour was associated with customer satisfaction through customers' perception of the salesperson's knowledge. Both theoretical and practical implications are discussed.
Relation:	The Service Industries Journal 32(8), pp.1283-1303
DOI:	10.1080/02642069.2010.531263
Appears in Collections:	[Graduate Institute & Department of Business Administration] Journal Article

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