TY - JOUR
T1 - Salesperson empathy and listening
T2 - Impact on relationship outcomes
AU - Aggarwal, Praveen
AU - Castleberry, Stephen B.
AU - Ridnour, Rick
AU - Shepherd, C. David
PY - 2005
Y1 - 2005
N2 - This study fills an important gap in the literature by developing a conceptual model that links salesperson empathy and listening skills to three outcome variables. Responses from a mail survey of 162 buyers from a variety of business organizations were used to test this model using structural equation modeling. The model has an excellent fit (χ2 = 1.511, GFI = 0.99, AGFI = 0.94), and indicates a strong positive relationship between empathy and the following: salesperson listening, trust in the salesperson, and satisfaction with the salesperson. Also, listening is positively related to buyer's trust in and satisfaction with the salesperson, but not with future interaction expectations. Trust in and satisfaction with the salesperson were positively related to future interaction expectations.
AB - This study fills an important gap in the literature by developing a conceptual model that links salesperson empathy and listening skills to three outcome variables. Responses from a mail survey of 162 buyers from a variety of business organizations were used to test this model using structural equation modeling. The model has an excellent fit (χ2 = 1.511, GFI = 0.99, AGFI = 0.94), and indicates a strong positive relationship between empathy and the following: salesperson listening, trust in the salesperson, and satisfaction with the salesperson. Also, listening is positively related to buyer's trust in and satisfaction with the salesperson, but not with future interaction expectations. Trust in and satisfaction with the salesperson were positively related to future interaction expectations.
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U2 - 10.1080/10696679.2005.11658547
DO - 10.1080/10696679.2005.11658547
M3 - Article
AN - SCOPUS:33750068586
SN - 1069-6679
VL - 13
SP - 16
EP - 31
JO - Journal of Marketing Theory and Practice
JF - Journal of Marketing Theory and Practice
IS - 3
ER -