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Listening and perseverance – two sides to a coin in quality evaluations

Narayan Janakiraman (University of Texas at Arlington, Arlington, Texas, USA)
Jorge Bullemore (Universidad del Desarrollo, Santiago de Chile, Chile)
Leslier Valenzuela-Fernández (University of Chile, Santiago, Chile)
Jorge Fernando Jaramillo (University of Texas at Arlington, Arlington, Texas, USA)

Journal of Consumer Marketing

ISSN: 0736-3761

Article publication date: 23 January 2019

Issue publication date: 8 February 2019

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403

Abstract

Purpose

The purpose of this study is to examine how a service provider’s offer quality is evaluated (OQ).This study shows that attitude toward the salesperson in a service context (AS) is an important antecedent to OQ.

Design/methodology/approach

This study involves three studies, first is a dyadic data analyzed with HLM, second is an experiment and the third an IAT.

Findings

The findings of this study show that active empathetic listening increases offer quality evaluations, regardless of the AS level. However, at lower levels of AS, sales perseverance negatively affects offer quality evaluations.

Originality/value

While research suggests that listening is extremely important, there is also research that suggests that perseverance is more important. Considering data from sales people and from consumers, the authors examine when listening and when perseverance is important.

Keywords

Citation

Janakiraman, N., Bullemore, J., Valenzuela-Fernández, L. and Jaramillo, J.F. (2019), "Listening and perseverance – two sides to a coin in quality evaluations", Journal of Consumer Marketing, Vol. 36 No. 1, pp. 72-81. https://doi.org/10.1108/JCM-11-2016-2000

Publisher

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Emerald Publishing Limited

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