Salesperson Empathy and Listening: Impact on Relationship Outcomes

By P. Aggarwal, Stephen B. Castleberry, R. Ridnour, C. David Shepherd. 2005

181 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/654968aa17129bc7d598423cf260c8fba6563a28

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Implementing the Marketing Concept at the Employee–Customer Interface: The Role of Customer Need Knowledge (2009, background): “Specifically, managers should actively screen job candidates with regard to their degree of customer orientation and empathic abilities (Aggarwal et al. 2005).”
Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager (2015, methodology): “Scholars consider salesperson empathy as one of the competitive service behaviors for salespeople (Ahearne, Jelinek, and Jones 2007) that may impact customer satisfaction (Aggarwal et al. 2005) and sales performance (e.”
Salesperson's listening ability as an antecedent to relationship selling (2013, background): “Trust in the salesperson has been correlated with satisfaction in buyer seller relationships (Aggarwal et al., 2005) and has been proposed to be a mediator along with relationship quality when the outcome variable is sales performance (Palmatier et al.”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Although the marketing literature emphasizes the relevance of empathy in customer-employee interactions (Aggarwal et al. 2005; Giacobbe et al. 2006; Parasuraman, Zeithaml and Berry 1988), systematic investigations on the nature of empathy and its effects remain limited.”
Transformational leadership, innovative work behavior, and employee well-being (2013, background): “There is growing evidence that an effective listening (e.g., active empathetic listening) plays a vital role in successful communication and ultimately the development of healthy working relationships (Aggarwal et al. 2005; Comer and Drollinger 1999; Ramsey and Sohi 1997).”