Adaptive selling in a call center environment: A qualitative investigation

Journal of Interactive Marketing

Volumn 16, Issue 1, 2002, Pages 25-39

  Eveleth, Daniel M ^a   Morris, Linda ^a  

^a UNIVERSITY OF IDAHO   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0040074544     PISSN: 10949968     EISSN: None     Source Type: Journal    
DOI: 10.1002/dir.10001     Document Type: Article

References (17)

1. Ackerman, P.L. (1987). Individual differences in skill learning: An integration of psychometric and information processing perspectives. Psychological Bulletin, 102, 3-27.
2. Campbell, J.P. (1990). Modeling the performance prediction problem in industrial and organizational psychology. In M.D. Dunnette & L.M. Hough (Eds.), Handbook of industrial and organizational psychology (2nd ed., Vol. 1, pp. 687-732). Palo Alto, CA: Consulting Psychologists Press.
3. Campbell, J.P., & Pritchard, R.D. (1976). Motivation theory in industrial and organizational psychology. In M. Dunnette (Ed.), Handbook of industrial and organizational psychology (Vol. 1, pp. 63-130). New York: John Wiley & Sons.
4. Comstock, J., & Higgins, G. (1997). Appropriate relational messages in direct selling interaction: Should salespeople adapt to buyers' communicator style. Journal of Business Communication, 34, 401-418.
5. Daft, R.L., & Lengel, R.H. (1986). Organizational information requirements, media richness and structural design. Management Science, 32 (5), 554-571.
6. Eveleth, D.M., & Becker, T.E. (1997). Cognitive characteristics of expertise: Moderating the intention-task performance relationship. Paper presented at the Twelfth Annual Conference of the Society for Industrial and Organizational Psychology, St. Louis, MO.
7. Jolson, M.A. (1989). Canned adaptiveness: A new direction for modern salesmanship. Business Horizons, 32 (1), 7-13.
8. Kanfer, R. (1990). Motivation theory in industrial and organizational psychology. In M.D. Dunnette & L.M. Hough (Eds.), Handbook of industrial and organizational psychology (2nd ed., pp. 63-130). Palo Alto, CA: Consulting Psychologists Press.
9. Klein, G.A. (1989). Recognition-primed decisions. In W. Rouse (Ed.), Advances in man-machine systems research (Vol. 5, pp. 47-92). Greenwich, CT: JAI Press.
10. Klein, G.A., & Hoffman, R.R. (1993). Seeing the invisible: Perceptual-cognitive aspects of expertise. In M. Rabinowitz (Ed.), Cognitive science foundations of instruction (pp. 203-226). Hillsdale, NJ: Erlbaum.
11. Lee, A.S. (1994). Electronic mail as a medium for rich communication: An empirical investigation using hermeneutic interpretation. MIS Quarterly, 18 (2), 143-157.
12. McIntyre, R.P., Wheatley, E.W., & Uhr, B. (1996). Psychological influences on adaptive selling techniques in the real estate sales force. Journal of Professional Services Marketing, 13 (2), 137-150.
13. Mohammed, R., Fischer, R. J., Jaworski, B. J., & Cahill, A. M. (2002). Internet marketing: Building advantage in the networked economy. Boston, MA: McGraw-Hill/Irwin.
14. Spiro, R.L., & Weitz, B.A. (1990). Adaptive selling: Conceptualization, measurement, and nomological validity. Journal of Marketing Research, 27, 61-69.
15. Sujan, H., Sujan, M., & Bettman, J.R. (1988). Knowledge structure differences between more effective. Journal of Marketing Research, 25 (1), 81-87.
16. Sujan, H., Weitz, B.A., & Kumar, N. (1994). Learning orientation, working smart and effective selling. Journal of Marketing, 58, 39-52.
17. Weitz, B.A., Sujan, H., & Sujan, M. (1986). Knowledge, motivation and adaptive behavior: A framework for improving selling effectiveness. Journal of Marketing, 50, 174-191.