Salesperson Empathy and Listening: Impact on Relationship Outcomes

• Published in: Journal of marketing theory and practice Vol. 13; no. 3; pp. 16 - 31
• Main Authors: Aggarwal, Praveen, Castleberry, Stephen B., Ridnour, Rick, Shepherd, C. David
• Format: Journal Article
• Language: English
• Published: Abingdon Routledge 01.07.2005; Association of Marketing Theory and Practice; Taylor & Francis Ltd
• Subjects: 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

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...