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Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc

Listed author(s):
  • Timothy J. CRADER

    (Sacred Heart University, USA)

  • Stephen M. BROWN

    (Sacred Heart University, USA)

Registered author(s):

    This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.

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    File URL: http://mnmk.ro/documents/PDF_MNMK_2_2013/4-12-2-13.pdf
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    Article provided by University of Craiova, Faculty of Economics and Business Administration in its journal Management and Marketing Journal.

    Volume (Year): XI (2013)
    Issue (Month): 2 (November)
    Pages: 248-254

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    Handle: RePEc:aio:manmar:v:xi:y:2013:i:2:p:248-254
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    Phone: 004 0251 411317
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    1. Stock, Ruth, 2004. "Drivers of Team Performance: What Do We Know and What Have We Still to Learn?," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35551, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Stock, Ruth, 2004. "Drivers of Team Performance: What Do We Know and What Have We Still to Learn?," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60487, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    3. Ruth Stock, 2004. "Drivers Of Team Performance: What Do We Know And What Have We Still To Learn?," Schmalenbach Business Review (sbr), LMU Munich School of Management, vol. 56(3), pages 274-306, July.
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