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Front People 1
Front People 2
Outcomes and Consequences
Article
100
These people are crucial to effective development and maintenance of customer relationships.
What are front people or boundary spanners?
100
The sales reps have their greatest impact on relationship quality during this stage.
What is the buildup stage?
100
Researchers interested in the outcomes of the effectiveness of customer relationships focus on these two metrics
What are financial and attitudinal?
100
The argument that consumers demand experiences that is engaging, robust, compelling and memorable.
What is increasingly commoditized service?
200
Trust, high levels of quality interaction, and the consultant’s willingness to adapt to the client’s needs.
What are the three primary factors that contribute to positive relationships?
200
The sales rep continues to be significant to the customer relationship though less since the client is used to the relationship.
What is the maturity phase?
200
This links effectiveness to “relationship equity” or the “tendency of the customer to stick with the brand, above and beyond the customer’s objective and subjective assessments of the brand”
What is the measure of customer capital?
200
The customer’s functional and/or hedonic outcome, purpose or objective that is directly served through product/service usage.
What is Value-in-use?
300
The front people for nonprofit or social organizations.
What are counselors or caregivers?
300
The point at which one of both of the parties begin to disengage from the relationship.
What is the decline phase?
300
This was developed to assess the dollar value of customer relationships.
What is the net promoter score?
300
The customer’s subjective response to the holistic direct and indirect encounter with the firm, including but not necessarily limited to the communication encounter, the service encounter and the consumption encounter.
What is customer experience?
400
This refers to the customer’s perceptions that the salesperson willingly shares information, is flexible in dealing with the customer, is willing to explore various solutions to problems, and is adaptable to the customer’s needs.
What is a salesperson’s “customer orientation”?
400
Customer perceptions that they cannot replicate the customer relationship with another front person or organization.
What is nonimitability?
400
When friendships impacted pricing expectations in business transactions or protected companies from blame.
What is buffering?
400
A form of structured interviewing originating from Kelly’s Personal Construct Theory, which aids in breaking complex personal views into manageable sub-components of meaning.
What is repertory grid technique?
500
The act of engaging in courteous communication and communicating a personal connection through self-disclosure, teasing…
What is sociality?
500
This requires the front person to have authority to act on the customer’s behalf, an objective attitude, and social affiliation.
What is professional concern?
500
Customers in stronger relationships were more satisfied with services after this.
What is recovery?
500
To qualify as a key construct a construct must pass a threshold for these two variables.
What are frequency and variability?