TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC.
This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure cu...
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| Format: | Article |
| Language: | English |
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Universitaria Press Craiova
2013-11-01
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| Series: | Management & Marketing |
| Subjects: | |
| Online Access: | http://www.mnmk.ro/documents/PDF_MNMK_2_2013/4-12-2-13.pdf |
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| _version_ | 1850196005350277120 |
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| author | Timothy J. CRADER Stephen M. BROWN |
| author_facet | Timothy J. CRADER Stephen M. BROWN |
| author_sort | Timothy J. CRADER |
| collection | DOAJ |
| description | This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy. |
| format | Article |
| id | doaj-art-e883baf4848f41b6ba73198ae45da083 |
| institution | OA Journals |
| issn | 1841-2416 1841-2416 |
| language | English |
| publishDate | 2013-11-01 |
| publisher | Universitaria Press Craiova |
| record_format | Article |
| series | Management & Marketing |
| spelling | doaj-art-e883baf4848f41b6ba73198ae45da0832025-08-20T02:13:35ZengUniversitaria Press CraiovaManagement & Marketing1841-24161841-24162013-11-01XI2248254TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC.Timothy J. CRADER0Stephen M. BROWN1Sacred Heart University, USASacred Heart University, USAThis study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.http://www.mnmk.ro/documents/PDF_MNMK_2_2013/4-12-2-13.pdfTeams sellingbusiness to business salesteam approach to selling technical products |
| spellingShingle | Timothy J. CRADER Stephen M. BROWN TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. Management & Marketing Teams selling business to business sales team approach to selling technical products |
| title | TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. |
| title_full | TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. |
| title_fullStr | TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. |
| title_full_unstemmed | TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. |
| title_short | TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC. |
| title_sort | team selling and customer satisfaction in the mission critical sector a case study of eyp mission critical facilities inc |
| topic | Teams selling business to business sales team approach to selling technical products |
| url | http://www.mnmk.ro/documents/PDF_MNMK_2_2013/4-12-2-13.pdf |
| work_keys_str_mv | AT timothyjcrader teamsellingandcustomersatisfactioninthemissioncriticalsectoracasestudyofeypmissioncriticalfacilitiesinc AT stephenmbrown teamsellingandcustomersatisfactioninthemissioncriticalsectoracasestudyofeypmissioncriticalfacilitiesinc |