Bitte verwenden Sie diesen Link, um diese Publikation zu zitieren, oder auf sie als Internetquelle zu verweisen: https://hdl.handle.net/10419/205782 
Erscheinungsjahr: 
2019
Quellenangabe: 
[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
Verlag: 
Elsevier, Amsterdam
Zusammenfassung: 
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.
Schlagwörter: 
Agency theory
Customer retention
Firm's financial value
Markov chain
Sales force
JEL: 
M12
M31
M52
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Dokumentart: 
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