How first impressions of a customer impact effectiveness in an initial sales encounter

By K. Evans, Robert E. Kleine, Tim Landry, Lawrence Crosby. 2000

95 citations recorded by the source corpus.

How researchers see this paper

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Contextual Influences and the Adoption and Practice of Relationship Selling in a Business-to-business Setting: An Exploratory Study (2001, background): “Not all transactions contain relational elements (Dwyer, Schurr and Oh 1987), and therefore long term relationships may be neither feasible nor strategically warranted (Evans et al. 2000).”
The interactive effects of sales control systems on salesperson performance: a job demands–resources perspective (2013, background): “Under outcome control, for example, salespeople must quickly and accurately figure out the customer’s preferences and expectations, especially during initial contact with the customer (Evans et al. 2000).”
Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters (2014, methodology): “…fairly straightforward methods, like addressing the customer by name (Reiter & Rubin, 1999), to more technologically advanced applications, like offering products and services matched to customer preferences (Ho, Davern, & Tam, 2008) or employing recommendation agents (Komiak & Benbasat, 2006).”