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Communication Skills that Support Value Creation: A Study of B2B Interactions between Customers and Customer Service Representatives.

Salomonsson, N. ; Åberg, A. ; Allwood, Jens

Industrial Marketing Management, 2012, Vol.41(1) [Periódico revisado por pares]

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  • Título:
    Communication Skills that Support Value Creation: A Study of B2B Interactions between Customers and Customer Service Representatives.
  • Autor: Salomonsson, N. ; Åberg, A. ; Allwood, Jens
  • Assuntos: Data- Och Informationsvetenskap ; Computer And Information Science ; Service-Dominant Logic; Valuecreation; Interaction; Communicative Skills
  • É parte de: Industrial Marketing Management, 2012, Vol.41(1)
  • Descrição: Although interaction has been acknowledged as central in valuecreation there is still a lack of empirical studies on how valuecreation is accomplished in practice, and in particular how communicative skillssupport customers' valuecreation. The purpose of this paper is therefore to generate a deeper understanding of how customer service representatives' communicative skills in conversations with customers support customers' valuecreation. We argue that value creating processes correspond to customers' roles as “feelers”, “thinkers” and “doers”. Accordingly, valuecreation involves three interdependent elements, an emotional, a cognitive and a behavioral. Based on a qualitative research design, drawing on an empirical study of 80 telephone conversations between customers and customer service representatives in a business-to-business context, the paper demonstrates three communicative skills that are essential in supporting customers' valuecreation: attentiveness, perceptiveness and responsiveness....
  • Idioma: Inglês

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