Грэг Маршалл - Управление отделом продаж

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Исследования в области удовлетворенности процессом работы были проведены и описаны Гилбертом А. Черчиллем (Gilbert A. Churchill), Нилом М. Фордом (Neil M. Ford) и Орвиллом С. Уокером (Orville C. Walker) в статье Organizational Climate and Job Satisfaction of the Sales Force. Journal of Marketing Research (ноябрь 1976). С. 323–332. Подход и результаты исследования этой области оставались относительно постоянными более 30 лет.

Greg W. Marshall, Daniel J. Goebel, and William C. Moncrief. Hiring for Success at the Buyer-Seller Interface, Journal of Business Research 56 (апрель 2003). С. 247–255.

Thorsten Gruber, Alexander Reppel, Isabelle Szmigin and Roediger Voss. Revealing the Expectations and Preferences of Complaining Customers by Combining the Laddering Interviewing Technique with Kano Model of Customer Satisfaction, Qualitative Market Research 11, № 4 (2008). С. 400–413. Также см. Rosemary P. Ramsey and Ravi S. Sohi, Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes, Journal of the Academy of Marketing Science 25 (весна 1997). С. 127–137.

Adam Rapp, Raj Agnihotri, and Lukas P. Forbes. The Sales Force Technology-Performance Chain: The Role of Adaptive Selling and Effort. Journal of Personal Selling &Sales Management 28 (осень 2008). С. 335–350.

William C. Moncrief, Greg W. Marshall, Felicia G. Lassk. A Contemporary Taxonomy of Sales Positions. Journal of Personal Selling & Sales Management , 26 (январь 2006). С. 56–65.

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Mary M. Long, Thomas Tellefsen, and J. David Lichtenthal. Internet Integration into Industrial 449 Selling Process: A Step-by-Step Approach, Industrial Marketing Management 36 (июль 2007). С. 676–689.

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Goutam Challagalla, R. Venkatesh, and Ajay K. Kohlu. Proactive Postsales Service: When and Why Does It Pay Off? Journal of Marketing 73 (март 2009). С. 70–87.

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Jennings and Plank. When the Purchasing Agent Is a Committee.

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www.PricewaterhouseCoopers.com.

Don Peppers and Martha Rogers. One to One B2B: Customer Development Strategies for the Business-to-Business World. New York: Doubleday, 2001.

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Swift. Accelerating Customer Relationships, с… 39–42.

Ray McKenzie. The Relationship-Based Enterprise: Powering Business Success through Customer Relationship Management. New York: McGraw-Hill, 2001. С. 7–8.

Тот же источник, с. 8.

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Raymond E. Miles and Charles C. Snow, Organizational Strategy, Structure and Process. New York: McGraw-Hill, 1978. Рэймонд Майлз и Чарльз Сноу выделяли четвертую категорию видов бизнеса, которую они называли реакторы, но из-за того, что этот вид бизнеса не имеет четко определенных стратегий конкуренции, в данной книге мы его не рассматриваем.