The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business
The application of salesperson adaptive selling skills and sales presentation skills by a salesperson during their interaction with customers in the sales situation can have a significant effect on customer intention to promote through word-of-mouth in the Malaysian Computer retail business. The p...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English English |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/17041/ http://psasir.upm.edu.my/id/eprint/17041/1/The%20contribution%20of%20adaptive%20selling%20to%20positive%20word.pdf |
| _version_ | 1848843130534625280 |
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| author | Wan Omar, Maznah Jusoff, Kamaruzaman Mohd Ali, Mohd Noor |
| author_facet | Wan Omar, Maznah Jusoff, Kamaruzaman Mohd Ali, Mohd Noor |
| author_sort | Wan Omar, Maznah |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | The application of salesperson adaptive selling skills and sales presentation skills by a salesperson
during their interaction with customers in the sales situation can have a significant effect on customer intention
to promote through word-of-mouth in the Malaysian Computer retail business. The purpose of this paper is to
examine the relations between salesperson adaptive selling skills, positive word-of-mouth and the relative roles
played by cognitive satisfaction in the development of customer satisfaction which will lead to customer’s
intention to promote through word-of-mouth in a computer retail setting in Malaysia. This will then lead to
increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer
satisfaction was found to explain customer loyalty in a retail setting significantly. This finding holds importance
to those retailers who have been able to generate high expectations in the eyes of their customers. |
| first_indexed | 2025-11-15T08:10:08Z |
| format | Article |
| id | upm-17041 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-15T08:10:08Z |
| publishDate | 2009 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-170412015-10-22T01:37:48Z http://psasir.upm.edu.my/id/eprint/17041/ The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business Wan Omar, Maznah Jusoff, Kamaruzaman Mohd Ali, Mohd Noor The application of salesperson adaptive selling skills and sales presentation skills by a salesperson during their interaction with customers in the sales situation can have a significant effect on customer intention to promote through word-of-mouth in the Malaysian Computer retail business. The purpose of this paper is to examine the relations between salesperson adaptive selling skills, positive word-of-mouth and the relative roles played by cognitive satisfaction in the development of customer satisfaction which will lead to customer’s intention to promote through word-of-mouth in a computer retail setting in Malaysia. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer loyalty in a retail setting significantly. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers. 2009 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17041/1/The%20contribution%20of%20adaptive%20selling%20to%20positive%20word.pdf Wan Omar, Maznah and Jusoff, Kamaruzaman and Mohd Ali, Mohd Noor (2009) The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business. WSEAS Transactions on Business and Economics, 6 (11). pp. 570-580. ISSN 1109-9526 http://www.wseas.us/e-library/transactions/economics/2009/32-662.pdf Electronic commerce - Malaysia Consumer satisfaction Customer loyalty English |
| spellingShingle | Electronic commerce - Malaysia Consumer satisfaction Customer loyalty Wan Omar, Maznah Jusoff, Kamaruzaman Mohd Ali, Mohd Noor The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title | The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title_full | The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title_fullStr | The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title_full_unstemmed | The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title_short | The contribution of adaptive selling to positive word-of-mouth in Malaysian computer retail business |
| title_sort | contribution of adaptive selling to positive word-of-mouth in malaysian computer retail business |
| topic | Electronic commerce - Malaysia Consumer satisfaction Customer loyalty |
| url | http://psasir.upm.edu.my/id/eprint/17041/ http://psasir.upm.edu.my/id/eprint/17041/ http://psasir.upm.edu.my/id/eprint/17041/1/The%20contribution%20of%20adaptive%20selling%20to%20positive%20word.pdf |