Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/205782 
Year of Publication: 
2019
Citation: 
[Journal:] European Research on Management and Business Economics (ERMBE) [ISSN:] 2444-8834 [Volume:] 25 [Issue:] 2 [Publisher:] Elsevier [Place:] Amsterdam [Year:] 2019 [Pages:] 99-104
Publisher: 
Elsevier, Amsterdam
Abstract: 
This study uses the Markov chain and agency theory to demonstrate a link between a salesperson's perceived attributes with customer retention and both optimal effort and commission, using a relational perspective. The purpose is to show sales managers that, with a customer survey, they can use perceived sales force attributes to monitor and motivate employees during relationship marketing. This paper also demonstrates that optimal sales force compensation drives salespeople to enhance perceived attributes.
Subjects: 
Agency theory
Customer retention
Firm's financial value
Markov chain
Sales force
JEL: 
M12
M31
M52
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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