顧客參與對業務員銷售行為與績效影響之研究

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/28134

Title:	顧客參與對業務員銷售行為與績效影響之研究 Effect of Customer Participation on Salesperson Selling Behaviors and Performance
Authors:	呂建輝
Contributors:	國際企業管理學系
Keywords:	顧客參與銷售努力適應性銷售績效 Customer Participatio Selling Effort Adaptive Selling Performance
Date:	2014
Issue Date:	2014-09-17 13:41:17 (UTC+8)
Abstract:	銷售人員在企業與顧客的交易過程中扮演著重要的溝通角色，銷售人員一方面必須得了解顧客的需求進而提供適切的商品服務，另一方面也必須同時完成企業所給予的銷售任務目標。近年來在環境變遷下，鼓勵顧客參與服務傳遞過程和企業共同創造更佳的服務價值成為一種管理思維，愈來愈多的顧客參與也直接或間接地影響到了企業第一線銷售人員的工作內涵和方式。　　業務員銷售主要的工作是與顧客溝通和互動過程，瞭解顧客的需求，提供更完整的服務讓顧客滿意，在服務過程中透過意見交換與顧客建議，可以有效提升服務品質。當面對不同顧客的互動時，銷售人員依據銷售情境及顧客特質，去改變調整其銷售行為，讓顧客在溝通過程中願意購買產品，達成銷售任務目標。但是在顧客參與程度的高低對銷售人員有不同的影響，當參與程度的改變，對於銷售人員的投入、心理壓力都會造成不同程度的影響，間接影響銷售績效，這些這是值得探討的議題。 Salesmen play an important communicating role in the purchase process between business and customer. On one hand, the salesmen have to understand the customers’ needs and providing goods and services accordingly; on the other hand, they must achieve the goal of making the sales. Under the environmental changes recently, en-couraging customers to participate in the service delivery process and creating better service value has become a popular concept. More and more customers participating in this process directly or indirectly affect the ways of the promotion of frontline salesmen and the work essence of them. The primary job of salesmen is to communicate and interact with their customers, to understand their needs and to provide more thorough service to their satisfaction. Through the exchanges of opinions and the suggestions on the customers’ side can effectively improve service quality in the process. When facing the interaction of different customers, salesmen adjust their behaviors according to various sales situa-tions and customers’ personality so that customers are willing to purchase in the end in order to achieve sales goal. As a conclusion, the different levels of customer involvement have different levels of effect to the salesmen. The change of the level of participation, the input and the stress of salesmen can all cause various degrees of impact directly or indi-rectly to the performance. These issues stressed are needed to continue to be dis-cussed.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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