Logistics managers need to collect timely and accurate data on customers′ needs, as well as customer perceptions of the firm′s and competitors′ performance levels. Today, a large number of companies collect this from their salesforce – a good, inexpensive and timely source of customer...

Purpose – The purpose of this paper is to explore the antecedents of customers' reactions to incompatibility and to develop operational guidelines for managers. Design/methodology/approach – Using fractional factorial design six individual level factors are manipulated using video‐based...

Purpose – The purpose of the paper is to examine shifts in sales organizations utilized to sell services to business‐to‐business customers. The paper also examines the changes expected in personal selling and sales management. Design/methodology/approach – Extant academic literature and...