This study explores the roles of salesperson characteristics and influence tactics on converting customer commitments to sales fulfillments. A sample of 258 salesperson-customer interactions revealed that by offering recommendations and exchanging information with customers, salespeople can increase the propensity for customer's purchase commitments to actually be fulfilled. Conversely, it was discovered that by utilizing threats, promises, ingratiation, or inspirational influence tactics, salespeople fail to convert commitments into fulfillments. Additionally, long-term orientation, customer orientation, and adaptive selling behaviors were not found to have an impact on the commitment-fulfillment relationship. These result extent sales influence research in two main ways. First, it is demonstrated that salespeople who are "experts" are most likely to achieve successful sales fulfillments. Second, managers can apply this by teaching salespeople to be experts. In other words, effective salespeople can be taught, they are not merely "born" effective or not effective. / A Dissertation submitted to the Department of Marketing in partial fulfillment of the requirements for the degree of Doctor of Philosophy. / Summer Semester 2015. / May 18, 2015. / Commitment, Fulfillment, Influence tactics, Sales / Includes bibliographical references. / Michael D. Hartline, Professor Co-Directing Dissertation; William Bolander, Professor Co-Directing Dissertation; Pamela Perrewe, University Representative; Larry Giunipero, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_253217 |
| Contributors | Clark, Melissa (authoraut), Hartline, Michael D. (professor co-directing dissertation), Bolander, William C. (professor co-directing dissertation), Perrewé, Pamela L. (university representative), Giunipero, Larry Carl (committee member), Florida State University (degree granting institution), College of Business (degree granting college), Department of Marketing (degree granting department) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource (88 pages), computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
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