Salesperson Empathy and Listening: Impact on Relationship Outcomes
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 equat...
Saved in:
| Published in | Journal of marketing theory and practice Vol. 13; no. 3; pp. 16 - 31 |
|---|---|
| Main Authors | , , , |
| Format | Journal Article |
| Language | English |
| Published |
Abingdon
Routledge
01.07.2005
Association of Marketing Theory and Practice Taylor & Francis Ltd |
| Subjects | |
| Online Access | Get full text |
Cover
Loading…
| Abstract | 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 (X2 = 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. |
|---|---|
| AbstractList | 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 (X²= 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. 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 (χ^sup 2^ = 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. [PUBLICATION ABSTRACT] 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 (X2 = 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. |
| Author | Ridnour, Rick Shepherd, C. David Castleberry, Stephen B. Aggarwal, Praveen |
| Author_xml | – sequence: 1 givenname: Praveen surname: Aggarwal fullname: Aggarwal, Praveen organization: University of Minnesota Duluth – sequence: 2 givenname: Stephen B. surname: Castleberry fullname: Castleberry, Stephen B. organization: University of Minnesota Duluth – sequence: 3 givenname: Rick surname: Ridnour fullname: Ridnour, Rick organization: Northern Illinois University – sequence: 4 givenname: C. David surname: Shepherd fullname: Shepherd, C. David organization: Kennesaw State University |
| BookMark | eNqFkE1LAzEQhoNUsK3-BGXxvnXysZtd8VJL_YBCwY9zSLNZm7JN1iRF-u_dWuvBS08ZMs8zM7wD1LPOaoSuMIwwFHCDIS_znJcjApCNMM6zImP8BPVxyVjKMc96Xd1B6Y46Q4MQVgBAiwL66P5VNjq02gdnk-m6lXG5TaStkpkJUVtjP26T5-5bxaQDXnQjo3E2LE2bzDdRubUO5-i0lk3QF7_vEL0_TN8mT-ls_vg8Gc9SRXMS07yuSAa0qrEEpkhdMyY1LXWmCwWkolwBAyj1AvNSM04LvFhoWWSKEVxQCnSIrvdzW-8-NzpEsXIbb7uVgmBCMHBOOuhuDynvQvC6FsrEn5ujl6YRGMQuNHEITexCE4fQOj3_p7ferKXfHhcv9-IqROf_LAaMAyFZ1x_v-8bWzq_ll_NNJaLcNs7XXlplgqBHdnwD_amOmA |
| CitedBy_id | crossref_primary_10_1108_JBIM_08_2016_0170 crossref_primary_10_1080_10904018_2019_1634572 crossref_primary_10_1108_IJBM_06_2014_0076 crossref_primary_10_1108_08876041211266413 crossref_primary_10_1016_j_jbusres_2018_10_004 crossref_primary_10_1509_jmkg_73_4_064 crossref_primary_10_3390_systems13010016 crossref_primary_10_1016_j_jbusvent_2016_02_001 crossref_primary_10_1080_10447318_2023_2234114 crossref_primary_10_1057_s41599_024_04028_8 crossref_primary_10_1177_07439156221087997 crossref_primary_10_1080_08853134_2016_1178071 crossref_primary_10_1177_00936502241273259 crossref_primary_10_1007_BF03396845 crossref_primary_10_1007_s11747_023_00974_y crossref_primary_10_1016_j_smr_2019_09_007 crossref_primary_10_1080_10696679_2015_1032392 crossref_primary_10_1177_1094670512439743 crossref_primary_10_1080_15332667_2019_1688598 crossref_primary_10_1108_JOSM_06_2019_0203 crossref_primary_10_3917_dm_101_0063 crossref_primary_10_1108_ARLA_08_2015_0190 crossref_primary_10_1016_j_jbusres_2018_05_043 crossref_primary_10_1146_annurev_orgpsych_012420_091013 crossref_primary_10_1016_j_jbusres_2020_07_013 crossref_primary_10_1016_j_indmarman_2021_08_010 crossref_primary_10_1057_s41262_018_0141_1 crossref_primary_10_1080_08853134_2015_1010541 crossref_primary_10_1016_j_jretconser_2021_102820 crossref_primary_10_1057_s41264_021_00137_6 crossref_primary_10_1080_15022250_2015_1132178 crossref_primary_10_1080_02642069_2014_886195 crossref_primary_10_5392_JKCA_2016_16_01_541 crossref_primary_10_1080_10696679_2016_1236665 crossref_primary_10_1080_10696679_2020_1723424 crossref_primary_10_2139_ssrn_3355339 crossref_primary_10_1108_08858621211207234 crossref_primary_10_5850_JKSCT_2024_48_1_37 crossref_primary_10_1016_j_indmarman_2022_08_001 crossref_primary_10_1108_JBIM_09_2018_0258 crossref_primary_10_1509_jmkg_73_4_64 crossref_primary_10_1007_s10551_011_1123_3 crossref_primary_10_1016_j_jretconser_2024_103964 crossref_primary_10_1002_mar_22130 crossref_primary_10_1007_s13132_024_01961_6 crossref_primary_10_1177_0767370120973516 crossref_primary_10_1177_1050651912468887 crossref_primary_10_1108_IJQSS_06_2015_0049 crossref_primary_10_1108_IJQSS_03_2016_0018 crossref_primary_10_4018_IJCRMM_2020010103 crossref_primary_10_1108_02634501211193903 crossref_primary_10_1002_jcpy_1201 crossref_primary_10_1080_10696679_2021_1954033 crossref_primary_10_1108_08876041111149685 crossref_primary_10_18778_0867_5856_34_2_10 crossref_primary_10_1080_10696679_2020_1780137 crossref_primary_10_1016_j_indmarman_2018_06_003 crossref_primary_10_2478_mmcks_2022_0028 crossref_primary_10_1108_MD_09_2018_1018 crossref_primary_10_1002_cb_1949 crossref_primary_10_1016_j_jretconser_2021_102841 crossref_primary_10_1371_journal_pone_0289793 crossref_primary_10_48145_gopsbad_929600 crossref_primary_10_1080_1051712X_2021_2012079 crossref_primary_10_1080_09593969_2022_2042715 crossref_primary_10_1080_0144929X_2025_2469660 crossref_primary_10_36345_kacst_2017_35_1_004 crossref_primary_10_1177_00472875221125668 crossref_primary_10_1108_MRR_02_2014_0035 crossref_primary_10_1016_j_indmarman_2021_07_005 crossref_primary_10_1080_10696679_2017_1389244 crossref_primary_10_1177_23197145241241956 crossref_primary_10_1016_j_chb_2023_107674 crossref_primary_10_1108_JBIM_12_2016_0287 crossref_primary_10_1002_mar_20895 crossref_primary_10_1080_08853134_2016_1186556 crossref_primary_10_1002_sej_1408 crossref_primary_10_1111_ijcs_13068 crossref_primary_10_1108_MIP_09_2015_0170 crossref_primary_10_1108_JSM_02_2014_0063 crossref_primary_10_1080_10517120802484551 crossref_primary_10_1080_08853134_2018_1426991 crossref_primary_10_1016_j_chb_2021_106855 crossref_primary_10_1016_j_jbusres_2018_05_007 crossref_primary_10_1108_IJBM_06_2022_0237 crossref_primary_10_1016_j_psychres_2017_05_047 crossref_primary_10_1080_08853134_2021_1925127 crossref_primary_10_1145_2996188 crossref_primary_10_2139_ssrn_3335157 crossref_primary_10_1080_08853134_2016_1205446 crossref_primary_10_1108_AAAJ_03_2014_1635 crossref_primary_10_1080_09593969_2023_2198252 crossref_primary_10_1186_s43093_025_00447_4 crossref_primary_10_17961_jdmr_21_3_201806_93 crossref_primary_10_1177_0734371X241234264 crossref_primary_10_1002_pfi_21612 crossref_primary_10_1371_journal_pone_0286185 crossref_primary_10_15706_jksms_2016_17_3_003 crossref_primary_10_1016_j_jbusres_2024_114566 crossref_primary_10_1080_07448481_2018_1536055 crossref_primary_10_1016_j_jretconser_2013_05_003 crossref_primary_10_1007_s12369_023_01008_x crossref_primary_10_1108_08858621311285714 crossref_primary_10_1007_s11528_017_0165_5 crossref_primary_10_1108_JBIM_03_2017_0073 crossref_primary_10_1108_JBIM_03_2015_0048 crossref_primary_10_1080_13527266_2022_2164792 crossref_primary_10_1111_joop_12247 crossref_primary_10_1177_20515707211008392 crossref_primary_10_1057_s41299_023_00175_x crossref_primary_10_1080_08853134_2023_2300454 crossref_primary_10_61384_r_c_a__v4i2_352 crossref_primary_10_1016_j_jbusres_2019_04_048 crossref_primary_10_15706_jksms_2015_16_2_001 crossref_primary_10_1007_s40196_013_0019_2 crossref_primary_10_1108_IJCHM_05_2013_0205 crossref_primary_10_3389_fpsyg_2020_01231 crossref_primary_10_1007_s10551_015_2985_6 crossref_primary_10_1080_1553118X_2021_2014503 crossref_primary_10_1108_IJBM_03_2020_0108 crossref_primary_10_1108_JBIM_02_2017_0037 crossref_primary_10_1080_10696679_2022_2026791 crossref_primary_10_55908_sdgs_v11i12_1602 crossref_primary_10_1108_APJML_09_2019_0554 crossref_primary_10_1108_JBIM_05_2016_0103 crossref_primary_10_1016_j_indmarman_2024_01_008 |
| Cites_doi | 10.1080/08853134.1999.10754156 10.1362/1469347002562597 10.1080/0267257X.1994.9964296 10.2307/1251946 10.2307/3172551 10.1080/08853134.1993.10753935 10.1007/BF01894348 10.1080/08853134.1982.10754332 10.1080/09593960321000051666 10.1080/08853134.2000.10754228 10.1080/08853134.1991.10753865 10.1509/jmkg.67.1.77.18589 10.2307/1252172 10.1111/j.1745-493X.2004.tb00165.x 10.1016/0007-6813(86)90036-4 10.1007/BF02686670 10.1080/08853134.1994.10753975 10.1016/S0019-8501(96)00092-2 10.1016/S0022-4359(96)90028-7 10.1037/0022-3514.45.6.1299 10.1002/mar.4220090404 10.1080/1478336032000053555 10.1001/jama.1994.03520200075039 10.1287/isre.13.3.316.77 10.1080/10696679.1999.11501817 10.1108/eb028972 10.1007/BF02598163 10.1016/S0022-4359(99)80002-5 10.1080/00223980309600601 10.1016/0024-6301(87)90151-8 10.1080/01449290310001659240 10.2307/3151192 10.1037/h0061685 10.1016/0019-8501(89)90040-0 10.2307/1252308 10.1108/08858620410524007 10.2307/1251126 10.1080/08853134.1993.10753967 10.2466/pr0.1996.79.3f.1219 10.1037/0022-0167.43.3.261 10.1080/08853134.1991.10753888 10.1016/j.indmarman.2004.03.002 10.1108/00251749110139106 10.1002/mar.4220120409 10.1037/0022-3514.53.2.397 10.2307/1251817 10.1080/10510979009368305 |
| ContentType | Journal Article |
| Copyright | Copyright 1998, Association of Marketing Theory and Practice, Inc. All rights reserved. 1998 Copyright 1998 Association of Marketing Theory and Practice, Inc. Copyright Association of Marketing Theory and Practice Summer 2005 |
| Copyright_xml | – notice: Copyright 1998, Association of Marketing Theory and Practice, Inc. All rights reserved. 1998 – notice: Copyright 1998 Association of Marketing Theory and Practice, Inc. – notice: Copyright Association of Marketing Theory and Practice Summer 2005 |
| DBID | AAYXX CITATION 3V. 7WY 7WZ 7XB 87Z 8FK 8FL ABUWG AFKRA BENPR BEZIV CCPQU DWQXO FRNLG F~G K60 K6~ M0C PHGZM PHGZT PKEHL PQBIZ PQBZA PQEST PQQKQ PQUKI PRINS PYYUZ Q9U S0X |
| DOI | 10.1080/10696679.2005.11658547 |
| DatabaseName | CrossRef ProQuest Central (Corporate) ABI/INFORM Collection ABI/INFORM Global (PDF only) ProQuest Central (purchase pre-March 2016) ABI/INFORM Collection ProQuest Central (Alumni) (purchase pre-March 2016) ABI/INFORM Collection (Alumni) ProQuest Central (Alumni) ProQuest Central UK/Ireland ProQuest Central Business Premium Collection ProQuest One Community College ProQuest Central Business Premium Collection (Alumni) ABI/INFORM Global (Corporate) ProQuest Business Collection (Alumni Edition) ProQuest Business Collection ABI/INFORM Global ProQuest Central Premium ProQuest One Academic ProQuest One Academic Middle East (New) ProQuest One Business ProQuest One Business (Alumni) ProQuest One Academic Eastern Edition (DO NOT USE) ProQuest One Academic ProQuest One Academic UKI Edition ProQuest Central China ABI/INFORM Collection China ProQuest Central Basic SIRS Editorial |
| DatabaseTitle | CrossRef ABI/INFORM Global (Corporate) ProQuest Business Collection (Alumni Edition) ProQuest One Business ProQuest One Academic Middle East (New) SIRS Editorial ProQuest Central (Alumni Edition) ProQuest One Community College ProQuest Central China ABI/INFORM Complete ProQuest Central ProQuest Central Korea ProQuest Central (New) ABI/INFORM Complete (Alumni Edition) Business Premium Collection ABI/INFORM Global ABI/INFORM Global (Alumni Edition) ProQuest Central Basic ProQuest One Academic Eastern Edition ABI/INFORM China ProQuest Business Collection ProQuest One Academic UKI Edition ProQuest One Business (Alumni) ProQuest One Academic ProQuest Central (Alumni) Business Premium Collection (Alumni) ProQuest One Academic (New) |
| DatabaseTitleList | ABI/INFORM Global (Corporate) |
| Database_xml | – sequence: 1 dbid: BENPR name: ProQuest Central url: https://www.proquest.com/central sourceTypes: Aggregation Database |
| DeliveryMethod | fulltext_linktorsrc |
| Discipline | Business |
| EISSN | 1944-7175 |
| EndPage | 31 |
| ExternalDocumentID | 1061035951 10_1080_10696679_2005_11658547 40470225 11658547 |
| Genre | Article Feature |
| GroupedDBID | 0BK 29K 2AX 3V. 5GY 61N 7WY 8FL 8R4 8R5 8VB AAMFJ AAMIU AAPUL AAVDF AAZMC ABBHK ABCCY ABGBO ABJNI ABKVW ABLIJ ABPEM ABSGB ABTAI ABUWG ABXSQ ABXUL ABXYU ABYYQ ACDEK ACEWE ACGFO ACGFS ACTIO ACTOA ACXJH ACYUN ADAAO ADAHI ADCVX ADGDI ADKVQ ADULT AECIN AEISY AEMOZ AEMXT AEOZU AEULS AEUPB AEYOC AEZRU AFKRA AFUNZ AGDLA AGRBW AHDZW AHIZY AHQJS AHSWU AIJEM AJBCO AKBVH AKVCP ALMA_UNASSIGNED_HOLDINGS ALQZU AOTUK APTMU AS~ AWPGZ AWYRJ BCKCY BEJHT BENPR BEZIV BGEDN BIPZW BKOMP BLEHA BMOTO BOHLJ BPHCQ BXSLM CBXGM CCCUG CCPQU CMDUG CS3 D-I DGFLZ DKSSO DWQXO EBO EBR EBS EBU EHE EJD EMK EPL FJW FRNLG GROUPED_ABI_INFORM_RESEARCH GTTXZ H13 HVGLF IPSME JAAYA JBMMH JENOY JHFFW JKQEH JLEZI JLXEF JPL JPPEU JSODD JST K1G K60 K6~ KYCEM M0C M4Z NB9 ODZWD P2P PQBIZ PQBZA PQQKQ PROAC Q2X QWB RNANH ROSJB RSYQP RWL S0X SA0 STATR TAE TBQAZ TDBHL TEK TFH TFL TFW TH9 TNTFI TRJHH TUROJ WH7 YYP ZCA ZL0 AAGDL AAHIA AATGJ ADYSH AEFOU AFRVT AIYEW AMPGV ASMEE PHGZM PHGZT 0R~ 4.4 AAFVA AANYG AAYXX ABFIM ACNXC ADQGD ADRTI AEQHL AGQQZ AMATQ ARPNQ AVBZW CITATION HJNLM HZ~ IPNFZ LJTGL MAY MES MET MIDIT O9- RIG 7XB 8FK PKEHL PQEST PQUKI PRINS Q9U TASJS |
| ID | FETCH-LOGICAL-c362t-6fd2503df1a04c2ff44ae39e5e8c02d37c04009eb179e47381bbea85c42183303 |
| IEDL.DBID | BENPR |
| ISSN | 1069-6679 |
| IngestDate | Sun Jul 13 03:54:10 EDT 2025 Thu Apr 24 23:05:29 EDT 2025 Thu Jul 03 08:43:16 EDT 2025 Thu Jul 03 21:20:06 EDT 2025 Wed Dec 25 09:03:10 EST 2024 |
| IsPeerReviewed | true |
| IsScholarly | true |
| Issue | 3 |
| Language | English |
| LinkModel | DirectLink |
| MergedId | FETCHMERGED-LOGICAL-c362t-6fd2503df1a04c2ff44ae39e5e8c02d37c04009eb179e47381bbea85c42183303 |
| Notes | SourceType-Scholarly Journals-1 ObjectType-Feature-1 content type line 14 |
| PQID | 212210772 |
| PQPubID | 31921 |
| PageCount | 16 |
| ParticipantIDs | crossref_citationtrail_10_1080_10696679_2005_11658547 crossref_primary_10_1080_10696679_2005_11658547 jstor_primary_40470225 proquest_journals_212210772 informaworld_taylorfrancis_310_1080_10696679_2005_11658547 |
| PublicationCentury | 2000 |
| PublicationDate | 20050701 |
| PublicationDateYYYYMMDD | 2005-07-01 |
| PublicationDate_xml | – month: 07 year: 2005 text: 20050701 day: 01 |
| PublicationDecade | 2000 |
| PublicationPlace | Abingdon |
| PublicationPlace_xml | – name: Abingdon |
| PublicationTitle | Journal of marketing theory and practice |
| PublicationYear | 2005 |
| Publisher | Routledge Association of Marketing Theory and Practice Taylor & Francis Ltd |
| Publisher_xml | – name: Routledge – name: Association of Marketing Theory and Practice – name: Taylor & Francis Ltd |
| References | CIT0071 CIT0030 CIT0076 CIT0075 Weilbaker Dan C. (CIT0077) 1990; 10 Coutu D. (CIT0010) 1998; 76 CIT0070 Hutcheson Susanna K. (CIT0035) 2003; 48 CIT0037 CIT0039 Pettijohn Charles (CIT0058) 2000; 16 Hawes Jon M. (CIT0033) 1989; 9 CIT0041 Hackney Harold (CIT0031) 1978; 86 CIT0043 CIT0042 CIT0001 CIT0044 Mayer David (CIT0047) 1964; 42 Reichheld Frederick F. (CIT0065) 1994; 2 Rogers Carl R. (CIT0069) 1959 Weilbaker Dan C. (CIT0079) 2004 Morlan Robert M. (CIT0052) 1986; 31 Rackham Neil (CIT0062) 1989 Futrell Charles (CIT0027) 1993 CIT0003 CIT0002 CIT0049 Pilling Bruce K. (CIT0059) 1994; 14 CIT0048 CIT0008 Fomell Claes (CIT0026) 1992; 55 CIT0051 CIT0054 CIT0053 CIT0012 CIT0056 CIT0011 Levy Sidney (CIT0045) 1975 Hepworth D. (CIT0034) 1986 Berry Leonard L. (CIT0004) 1991 MacDonald A. P. (CIT0046) 1972; 30 Iyer Rajesh (CIT0036) 2004; 24 CIT0014 CIT0013 CIT0057 CIT0016 CIT0015 CIT0018 Rackham Neil (CIT0063) 1988 CIT0017 Dilts Robert (CIT0019) 1980 CIT0060 Jones Thomas O. (CIT0038) 1995; 73 Buzzotta Victor R. (CIT0006) 1982 CIT0021 Moine Donald J. (CIT0050) 1982 CIT0064 Weilbaker Dan C. (CIT0078) 1986 CIT0023 CIT0022 CIT0066 Swan John E. (CIT0074) 1991; 11 Beveridge Don (CIT0005) 1985; 135 Sullivan Steven (CIT0073) 1987; 86 Comer Lucette B. (CIT0009) 1999 Hawes Jon M. (CIT0032) 1993; 13 Reynolds Kristy E. (CIT0067) 2000; 20 Lagace Rosemary R. (CIT0040) 1991; 11 CIT0025 CIT0068 CIT0029 Etgar Michael (CIT0024) 1979; 55 CIT0028 Castleberry Stephen B. (CIT0007) 1993; 13 Nickels William G. (CIT0055) 1983; 3 Steil Lyman K. (CIT0072) 1983 Prabhakaran S. (CIT0061) 2003; 3 |
| References_xml | – start-page: 15 year: 1999 ident: CIT0009 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.1999.10754156 – ident: CIT0070 doi: 10.1362/1469347002562597 – volume-title: Effective Listening: Key to Your Success year: 1983 ident: CIT0072 – ident: CIT0057 doi: 10.1080/0267257X.1994.9964296 – volume-title: SPIN Selling year: 1988 ident: CIT0063 – ident: CIT0028 doi: 10.2307/1251946 – start-page: 184 volume-title: Psychology: A Study of a Science year: 1959 ident: CIT0069 – ident: CIT0071 doi: 10.2307/3172551 – volume: 13 start-page: 35 year: 1993 ident: CIT0007 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.1993.10753935 – volume: 24 start-page: 26 issue: 2 year: 2004 ident: CIT0036 publication-title: Marketing Health Services – ident: CIT0064 doi: 10.1007/BF01894348 – start-page: 1 year: 1982 ident: CIT0006 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.1982.10754332 – ident: CIT0042 doi: 10.1080/09593960321000051666 – ident: CIT0054 – volume: 20 start-page: 89 year: 2000 ident: CIT0067 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.2000.10754228 – volume-title: Marketing Services: Competing Through Quality year: 1991 ident: CIT0004 – volume: 11 start-page: 15 issue: 2 year: 1991 ident: CIT0074 publication-title: Journal of Personal Selling and Sales Management doi: 10.1080/08853134.1991.10753865 – volume: 55 start-page: 77 year: 1979 ident: CIT0024 publication-title: Journal of Retailing – ident: CIT0066 doi: 10.1509/jmkg.67.1.77.18589 – ident: CIT0001 doi: 10.2307/1252172 – ident: CIT0039 doi: 10.1111/j.1745-493X.2004.tb00165.x – ident: CIT0003 doi: 10.1016/0007-6813(86)90036-4 – ident: CIT0049 doi: 10.1007/BF02686670 – volume-title: Fundamentals of Selling year: 1993 ident: CIT0027 – volume: 14 start-page: 45 year: 1994 ident: CIT0059 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.1994.10753975 – volume-title: Direct Social Work Practice: Theory and Skills year: 1986 ident: CIT0034 – ident: CIT0043 doi: 10.1016/S0019-8501(96)00092-2 – ident: CIT0002 doi: 10.1016/S0022-4359(96)90028-7 – ident: CIT0037 doi: 10.1037/0022-3514.45.6.1299 – volume: 42 start-page: 119 year: 1964 ident: CIT0047 publication-title: Harvard Business Review – ident: CIT0015 doi: 10.1002/mar.4220090404 – volume: 31 start-page: 3 issue: 11 year: 1986 ident: CIT0052 publication-title: American Salesman – volume: 10 start-page: 45 year: 1990 ident: CIT0077 publication-title: Journal of Personal Selling & Sales Management – volume-title: Neuro-Linguistic Programming: The Study of the Structure of Subjective Experience year: 1980 ident: CIT0019 – volume: 16 start-page: 91 issue: 1 year: 2000 ident: CIT0058 publication-title: The Journal of Applied Business Research – volume: 2 start-page: 10 issue: 4 year: 1994 ident: CIT0065 publication-title: Marketing Management – ident: CIT0017 doi: 10.1080/1478336032000053555 – ident: CIT0044 doi: 10.1001/jama.1994.03520200075039 – ident: CIT0018 doi: 10.1287/isre.13.3.316.77 – volume-title: Marketing, Society and Conflict year: 1975 ident: CIT0045 – ident: CIT0008 doi: 10.1080/10696679.1999.11501817 – ident: CIT0016 doi: 10.1108/eb028972 – volume: 76 start-page: 20 issue: 3 year: 1998 ident: CIT0010 publication-title: Harvard Business Review – start-page: 174 year: 1986 ident: CIT0078 publication-title: Journal of Marketing – ident: CIT0056 doi: 10.1007/BF02598163 – ident: CIT0068 doi: 10.1016/S0022-4359(99)80002-5 – ident: CIT0012 doi: 10.1080/00223980309600601 – ident: CIT0030 doi: 10.1016/0024-6301(87)90151-8 – volume: 73 start-page: 88 year: 1995 ident: CIT0038 publication-title: Harvard Business Review – volume: 135 start-page: 56 issue: 4 year: 1985 ident: CIT0005 publication-title: Sales and Marketing Management – ident: CIT0025 doi: 10.1080/01449290310001659240 – ident: CIT0041 doi: 10.2307/3151192 – ident: CIT0053 doi: 10.1037/h0061685 – ident: CIT0075 doi: 10.1016/0019-8501(89)90040-0 – volume: 3 start-page: 157 year: 2003 ident: CIT0061 publication-title: Journal of Services Research – ident: CIT0051 doi: 10.2307/1252308 – volume: 86 start-page: 64 issue: 12 year: 1987 ident: CIT0073 publication-title: Life Association News – volume: 55 start-page: 1 year: 1992 ident: CIT0026 publication-title: Journal of Marketing – volume: 30 start-page: 145 year: 1972 ident: CIT0046 publication-title: Psychological Reports – volume: 48 start-page: 28 year: 2003 ident: CIT0035 publication-title: American Salesman – ident: CIT0076 doi: 10.1108/08858620410524007 – volume-title: Selling: Building Partnerships year: 2004 ident: CIT0079 – ident: CIT0022 doi: 10.2307/1251126 – volume: 3 start-page: 1 year: 1983 ident: CIT0055 publication-title: Journal of Personal Selling & Sales Management – volume: 13 start-page: 61 year: 1993 ident: CIT0032 publication-title: Journal of Personal Selling & Sales Management doi: 10.1080/08853134.1993.10753967 – ident: CIT0060 doi: 10.2466/pr0.1996.79.3f.1219 – volume-title: Major Account Sales Strategy year: 1989 ident: CIT0062 – ident: CIT0021 doi: 10.1037/0022-0167.43.3.261 – volume: 11 start-page: 39 year: 1991 ident: CIT0040 publication-title: Journal of Personal Selling and Sales Management doi: 10.1080/08853134.1991.10753888 – ident: CIT0023 doi: 10.1016/j.indmarman.2004.03.002 – start-page: 51 year: 1982 ident: CIT0050 publication-title: Psychology Today – ident: CIT0029 doi: 10.1108/00251749110139106 – ident: CIT0048 doi: 10.1002/mar.4220120409 – ident: CIT0014 doi: 10.1037/0022-3514.53.2.397 – volume: 86 start-page: 14 year: 1978 ident: CIT0031 publication-title: Personnel and Guidance Journal – volume: 9 start-page: 1 year: 1989 ident: CIT0033 publication-title: Journal of Personal Selling & Sales Management – ident: CIT0013 doi: 10.2307/1251817 – ident: CIT0011 doi: 10.1080/10510979009368305 |
| SSID | ssj0003880 |
| Score | 2.0755138 |
| Snippet | This study fills an important gap in the literature by developing a conceptual model that links salesperson empathy and listening skills to three outcome... |
| SourceID | proquest crossref jstor informaworld |
| SourceType | Aggregation Database Enrichment Source Index Database Publisher |
| StartPage | 16 |
| SubjectTerms | Business Business to business commerce Customer relationship management Customers Empathy Hypotheses Listening Listening comprehension Listening skills Marketing Personal selling Purchasing Relationship marketing Sales Sales management Sales personnel Salespeople Studies Trust Variables |
| Title | Salesperson Empathy and Listening: Impact on Relationship Outcomes |
| URI | https://www.tandfonline.com/doi/abs/10.1080/10696679.2005.11658547 https://www.jstor.org/stable/40470225 https://www.proquest.com/docview/212210772 |
| Volume | 13 |
| hasFullText | 1 |
| inHoldings | 1 |
| isFullTextHit | |
| isPrint | |
| link | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwhV3PT8IwFG4UEuPF-IuIKNnBa8N-dOvGxQwYDgODsBHRywJddzKAMv9_X0tHMCZ67dZs62u_9_b6-n0IPRhc0t16mOqMYkIJx56pezhjzpJTw-BcJnNGkRPOyPPcnqvanK0qqywxUQJ1tmYiR94CiIW_E4gFHzcfWIhGic1VpaBxjKpw2XUrqNoJosl0D8WC6URudzoedhzqlUeEXb0l2kTTLq0iSGhcW2isHHinH9ylZb3iL8yWjqh_js5UBKn5O5NfoCO-ukQnZQH7FerE_jCIJ8E0HkdaMJr4Sfiq-VFPGw7iJIgG0VNbG0BzN9HgBiGZIU8Sh4OJNp4l3fEoiK_RrB8k3RArpQTMwAEV2MkzCGWsLDcWOmFmnhOy4JbHbe4y3cwsysRa9QCXqccJBS-9XPKFazMiIiTwYjVUWa1X_AZplpO7OTMdyplNDA7xAgEIgkDRJhYHcKgjuxyhlCkacaFm8Z4aim20HFmhcGmn5cjWUWvfb7Mj0vi3R_vQAGkhUxj5Tm8ktf7rXJPm2j-LwHdAvALv3yjtl6rluk33k-v2z6sNdCqZW2W17h2qFJ9f_B5ikmLZRFU_7L29NNUM_AbZL9HZ |
| linkProvider | ProQuest |
| linkToHtml | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwtV1Lb9QwEB6VrQRcEK-KUh4-wNHaPBw7qYTQdpuS0N3sqslK5ZTuOpMT2ha6CPGj-I-MnXhVhERPvTpxHjOjb8bj8XwA73y07W4TrjytuFACeRJ4CW-0XKHyfUSbzJkWMluIz-fR-Q78dmdhTFmlw0QL1M2lNjnyIUEsrU4oFvx49Y0b0iizueoYNDqrOMVfP2nFdv0hPyb1vg-Ck7QaZ7wnFeCasHrDZduQ1w-b1l96QgdtK8QSwwQjjLUXNKHSxqwTgjCVoFDk0FYrXMaRFiaYIMCn596DXRFKLxjA7lFazM-20G86q9jtVZlwKVXijiTH3tCMmaEujWOa3sSR4XS54Q3_6pXq6iP_8RHW8Z08hkd9xMpGnYk9gR1cP4X7rmD-GRyVo0laztOzclawdDofVdkXNiqO2SQvq7TIi0-HLKfhccXoBkPRYU8uZ_mczRbVeDZNy-ewuBMh7sFgfbnGF8BC2catDqRCHQkfKT4RBHkUmEYiRAKjfYichGrdty037Blfa7_vbuokaxg1o9pJdh-G23lXXeOOW2cc3lRAvbEpk7bjN6nD2ybvWXVt3yXoPyg-ou8_cPqre3i4rrfG_PK_V9_Cg6yaTupJXpwewEPbNdZWCr-Cweb7D3xN8dBm9aa3QgYXd234fwCG4wxi |
| linkToPdf | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMw1V1LT-MwEB5BkRAXWBYQBXbXh-UYyMOJGyQOsKVqeYuHxC00zlggoFQ0FSo_i7_CH2LsxNUCQhwQB065xPFjxjNj55tvAP56aOhuY0e4UjhccHRi342dTEYpCs9DNJc5e_tR85Rvn4VnI_Boc2E0rFKfoVVBFGFstd7c3UxZRBw9IwrSRVzciGj-mFrIRQms3MHBPR3beuutOsl42fcbWyf_mk5ZWcCRZLBzJ1IZuf4gU17b5dJXivM2BjGGWJOunwVCat2OyY6JGLkgr5am2K6FkuuIgqw-fXcUxiLNv1eBsZOj7WZzaP81vYr5xxrFjh6mzUt-d-QvXOILwlQLknzjKIz3a0zBk123AvRytdLP0xX58IpS8nst7A-YLINxtlHsnmkYwc5PGLe5ADOwedzWUARzKGFbN7p684DR7Niu3hz6RmmNtUyaKaMXhrjCi8suO-jnNHfszcLpl8xgDiqd2w7OAwsiVVPSjwTKkHtIoRcna04xd8gDJDtbhdDKPZElI7suDHKdeCVxqxWILhYaJlYgVVgdtusWnCQftlj7X62S3NwGqaJ0SxJ81HjOKOGwL07zIM2n8S9arUxKy9dLKBTyPZfObAuf6fMPjB_WG8lua39nESYMXa6BSC9BJb_r4y8KBPP0d7nzGJx_tU4-A50DWN8 |
| openUrl | ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=Salesperson+Empathy+and+Listening%3A+Impact+on+Relationship+Outcomes&rft.jtitle=Journal+of+marketing+theory+and+practice&rft.au=Aggarwal%2C+Praveen&rft.au=Castleberry%2C+Stephen+B.&rft.au=Ridnour%2C+Rick&rft.au=Shepherd%2C+C.+David&rft.date=2005-07-01&rft.pub=Routledge&rft.issn=1069-6679&rft.eissn=1944-7175&rft.volume=13&rft.issue=3&rft.spage=16&rft.epage=31&rft_id=info:doi/10.1080%2F10696679.2005.11658547&rft.externalDocID=11658547 |
| thumbnail_l | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=1069-6679&client=summon |
| thumbnail_m | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=1069-6679&client=summon |
| thumbnail_s | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=1069-6679&client=summon |