The sociolinguistic basis of managing rapport when overcoming buying objections

Journal of Business Communication

Volumn 43, Issue 1, 2006, Pages 43-66

  Campbell, Kim Sydow ^a,b   Davis, Lenita ^a,b  

^a UNIVERSITY OF ALABAMA   (United States)

^b UNIVERSITY OF ALABAMA   (United States)

Author keywords

Linguistic politeness; Personal selling; Sales communication; Sales relationships

Indexed keywords

EID: 32144445583     PISSN: 00219436     EISSN: 15524582     Source Type: Journal    
DOI: 10.1177/0021943605282098     Document Type: Review

References (54)

1. Anderson, R. E., & Dubinsky, A. J. (2004). Personal selling: Achieving customer satisfaction and loyalty. Boston: Houghton Mifflin.
2. Austin, J. L. (1962). How to do things with words. Cambridge, MA: Harvard University Press.
3. Berry, L. L. (1995). Relationship marketing of services - Growing interest emerging perspectives. Journal of the Academy of Marketing Science, 23, 236-245.
4. Birkner, K., & Kern, F. (2000). Impression management in East and West German job interviews. In H. Spencer-Oatey (Ed.), Culturally speaking: Managing rapport through talk across cultures (pp. 255-271). London: Continuum.
5. Bitner, M. J. (1990). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.
6. Brooks, M. (1989). Instant rapport. New York: Warner.
7. Brown, P., & Levinson, S. C. (1987). Politeness: Some universals in language usage. Cambridge, UK: Cambridge University Press.
8. Campbell, K. S. (1990). Explanations in negative messages: More insights from speech act theory. Journal of Business Communication, 27, 357-375.
9. Campbell, K. S., White, C. D., & Johnson, D. E. (2003). Leader-member relations as a function of rapport management. Journal of Business Communication, 40, 170-194.
10. Davidson, J. (1984). Subsequent versions of invitations, offers, requests, and proposals dealing with potential or actual rejections. In J. M. Atkinson & J. Heritage (Eds.). Structures of social action: Studies in conversation analysis (pp. 102-128). Cambridge, UK: Cambridge University Press.
11. Dell, S. A. (1991). Relational communication and organizational customer loyalty. Unpublished doctoral dissertation. University of Denver.
12. DeWitt, T., & Brady, M. K. (2003). Rethinking service recovery strategies. Journal of Services Research, 6, 193.
13. Dwyer, R. F., & Tanner, J. F. (1999). Business marketing: Connecting strategy, relationships and learning. Boston: McGraw-Hill.
14. Fein, S. (1996). Effects of suspicion on attributional thinking and the correspondence bias. Journal of Personality and Social Psychology, 70, 1164-1166.
15. Friestad, M., & Wright, P. (1994). The persuasion knowledge model: How people cope with persuasion attempts. Journal of Consumer Research, 21, 1-31.
16. Futrell, C. M. (2004). Fundamentals of selling: Customers for life through service (8th ed.). Boston: McGraw-Hill.
17. Goffman, E. (1967). Interaction ritual: Essays on face-to-face behavior. Garden City, NY: Random House.
18. Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Services Research, 3, 82-104.
19. Gross, C. W., & Peterson, R. T. (1980). A study of the appropriateness of various means of meeting objections by sales representatives. Academy of Marketing Journal, 8, 92-99.
20. Günthner, S. (2000). Argumentation and resulting problems in the negotiation of rapport in a German-Chinese conversation. In H. Spencer-Oatey (Ed.), Culturally speaking: Managing rapport through talk across cultures (pp. 217-239). London: Continuum.
21. Hilton, J. L., Fein, S., & Miller, D. T. (1990). Suspicion of ulterior motivation and the correspondence bias. Journal of Personality and Social Psychology, 58, 753-55.
22. Ingram, T. N., LaForge, R. W., Avila, R. A., Jr., Schwepker, C. H., & Williams, M. R. (2001). Professional selling: A trust-based approach. San Diego, CA: Harcourt College Publishing.
23. Ingram, T. N., LaForge, R. W., Avila, R. A., Jr., Schwepker, C. H., & Williams, M. R. (2004). Professional selling: A trust-based approach (2nd ed.). Mason, OH: Thomson South-Western.
24. Johnston, M. W., & Marshall, G. W. (2005). Relationship selling and sales management. New York: McGraw-Hill.
25. Jones, E., Stevens, E., & Chonko, L. (2005). Selling ASAP: Art, science, agility, performance. Mason, OH: Thomson South-Western.
26. LaBahn, D. W. (1996). Advertiser perceptions of fair compensation, confidentiality and rapport. Journal of Advertising Research, 36, 28-37.
27. Lill, D. J. (1989). Selling: The profession. New York: Macmillan.
28. Lill, D. J. (2002). Selling: The profession (3rd ed.). Nashville, TN: DM Bass Publications.
29. Luk, S. T. K., Fullgrabe, L., & Li, S. C. Y. (1999). Managing direct selling activities in China: A cultural explanation. Journal of Business Research, 45, 257-266.
30. Manning, G. L., & Reece, B. L. (2004). Selling today: Creating customer value. Upper Saddle River, NJ: Prentice Hall.
31. Marks, R. B. (1991). Personal selling: A relationship approach. Upper Saddle River, NJ: Prentice Hall.
32. Merrilees, B., & Miller, D. (1999). Direct selling in the West and East: The relative roles of product and relationship (guznxi) drivers. Journal of Business Research, 45, 257-273.
33. Mohr, J. J., Fisher, R. J., & Nevin, J. R. (1996). Collaborative communication in inter-firm relationships: Moderating effects of integration and control. Journal of Marketing, 60, 103-115.
34. Mohr, J. J., & Nevin, J. R. (1990). Communication strategies in marketing channels: A theoretical perspective. Journal of Marketing, 50, 36-51.
35. Moine, D. J. (1982). To trust, perchance to buy. Psychology Today, 18, 51-54.
36. Nickels, W. G., Everett, R. E., & Klein, R. (1983). Rapport building for salespeople: A neuro-linguistic approach. Journal of Personal Selling and Sales Management, 2, 1-7.
37. Reynolds, K. E., & Beatty, S. E. (1999). A relationship customer typology. Journal of Retailing, 75, 509-534.
38. Riley, K. (1989). Speech act theory and degrees of directness in professional writing. Technical Writing Teacher, 15, 1-29.
39. Rule, B. G., Gay, B. L., & Kohn, M. (1985). Anatomy of a persuasion schema: Targets, goals and strategies. Journal of Personality and Social Psychology, 48, 1127-1140.
40. Scanzoni, J. (1979). Social exchange and behavioral interdependence. In R. L. Burgess, & T. L. Huston (Eds.), Social exchange in developing relationships (pp. 61-98). New York: Academic Press.
41. Schultz., R. J., & Evans, K. R. (2002). Strategic collaborative communication by key account representatives. Journal of Personal Selling and Sales Management, 22, 23-31.
42. Searle, J. R. (1976). Speech acts. Cambridge, UK: Cambridge University Press.
43. Sengupta, S., Krapfel, R. E., & Pusateri, M. A. (2000). An empirical investigation of key account salesperson effectiveness. Journal of Personal Selling and Sales Management, 20, 253-262.
44. Sharpley, C. F. (1987). Research findings on neurolinguistic programming: Nonsupportive data or an untestable theory? Journal of Counseling Psychology, 34, 103.
45. Spencer-Oatey, H. (2000). Rapport management: A framework for analysis. In H. Spencer-Oatey (Ed.), Culturally speaking: Managing rapport through talk across cultures (pp. 11-46). London: Continuum.
46. Spencer-Oatey, H. (2002). Managing rapport in talk: Using rapport sensitive incidents to explore the motivational concerns underlying the management of relations. Journal of Pragmatics, 34, 529-545.
47. Spencer-Oatey, H., Ng, P., & Dong, L. (2000). Responding to compliments: British and Chinese evaluative judgements. In H. Spencer-Oatey (Ed.). Culturally speaking: Managing rapport through talk across cultures (pp. 98-120). London: Continuum.
48. Stubbe, M., Lane, C., Hilder, J., Vine, E., Vine, B., Marra, M., et al. (2003). Multiple discourse analyses of a workplace interaction. Discourse Studies, 5, 351-388.
49. Thomas, J. (1995). Meaning in interaction. New York: Longman.
50. Thompson, D. L. (1972). Stereotype of the salesman. Harvard Business Review, 50, 158-161.
51. Vonk, R. (1998). The slime effect: Suspicion and dislike of likable behavior toward superiors. Journal of Personality and Social Psychology, 74, 849-864.
52. Vonk, R. (1999). Impression formation and impression management motives, traits and likeability inferred from self-promotion and self-deprecating behavior. Social Cognition, 17, 390-412.
53. Weitz, B. A., Castleberry, S. B., & Tanner, J. F. (2001). Selling: Building partnerships (4th ed.). Boston: McGraw-Hill.
54. Zeithmal, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.