Individual differences in customer sociability
Individual differences in customer sociability
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客户社交能力的个体差异
DOI：
10.1002/ejsp.2420150407
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发表时间：
1985
影响因子：
3.9
通讯作者：
C. McCauley
中科院分区：
文献类型：
--
作者：
Laura Hester;Pamela Koger;C. McCauley
两项研究考察了店员与客户互动的质量。在第一项研究中，对购物中心的顾客从一次购买到另一次购物进行了跟踪，重新测试客户社交能力的可靠性为0.73。对同一购物中心和另一家购物中心的第二项研究发现，顾客社交能力的重测信度为0.56，为同一顾客服务的不同销售人员的社交能力之间的相关性为0.57。这些结果表明，销售人员-客户互动的社交能力是由稳定的客户社交能力的个体差异决定的，并表明销售人员更好地回应而不是升级客户社交能力。
Two studies examined the quality of clerk-customer interactions. In the first study, customers in a mall were followed from one purchase to another and retest reliability of customer sociability was found to be 0.73. A second study of the same and another mall found a retest reliability of 0.56 for customer sociability and a correlation of 0.57 between sociability of different salespersons serving the same customer. These results indicate that the sociability of salesperson—customer interactions is determined by stable individual differences in customer sociability, and suggest that salespeople do better to echo than to escalate customer sociability.