Broken trust for a customer and its influence on how an organization can rebuild customer trust and product reliability
| Discipline: Salespeople endeavour to help customers make precise choices to purchase a suitable good or service. Through this, they aim at creating good relationships with customers, hence improve the trust they have on the company’s products and services. | |
| Key Question: How does the entrepreneurial performance of salespeople in banks influence the gratification, assurance, allegiance and trust of customers? | |
| Theoretical /Applied: This article uses customer service as the subject of study since customer care persons and salespeople are vital in determining the relationship established between customers and bank institutions. | Experimental/non-experimental: This study is experimental since it manipulates the impact of customer loyalty and commitment on their trust. The methodology uses samples of customers who have sought banking services in Indonesia for the last three months. |
| Empirical/non-empirical: Empirical methodology is applicable here because salespeople apply innovative skills to examine and identify customer requirements or needs concerning bank services, and provide a reliable and efficient solution to the identified problems. | Primary/Secondary Data: The data collected is primary and is gathered by administering questionnaires to the sampled population, which is found eligible after an online survey. |
| Deductive/inductive/Not applicable (theoretical): Salespeople apply inductive approach since they use their marketing knowledge to provide all product and service information and describe the reliability and efficiency of the services to create customer trust. | Self-reported/Observed: The study is self-reported since respondents are required to provide information about their attitudes, beliefs and feelings about products and services offered in banks. |
| Descriptive/explanatory: This study is explanatory because salespeople take an appropriate risk to surpass customer expectation so that they make a long-term relationship so that they improve the future potential of the business. | Qualitative/Quantitative: The data collected is quantitative since the study aims at understanding the connection amid customer fulfilment and allegiance, and their trust in bank services. |
| Concise annotation: Results of the study reveal that entrepreneurial behaviour of salespeople has a constructive and vital correlation with customer gratification, and the latter is also definitely and meaningfully interrelated to customer trust. However, this study advocates that the technological transformation of service delivery in banks has minimised customer contact with the bank. Thus the bank management should employ innovative and risk-taking salespeople to restore customer relationship to improve their trust. | |
| Reference: Arun, G., Manojkrishnan, C. G., & Madhu, R. (2020). Salesperson’s Behaviour and its relationship with Customer Trust and Customer Value with reference to Pharmaceutical Selling. International Journal of Research in Pharmaceutical Sciences, 11(2), 2167-2176. https://pharmascope.org/ijrps/article/view/2165 | |
| Discipline: Good interaction between salespeople and customers thrives a business because salespeople aim at creating a positive attitude of customers towards the company by emulating ethical behaviour during marketing. | |
| Key Question: How do salespeople behaviour during personal selling affect customer value and trust in the pharmaceutical industry in India? | |
| Theoretical /Applied: The study is grounded on the theory that the selling positioning and immoral marketing has an inconsistent association with customer trust towards the salesperson. It is subjected to the recommended hypothesis that customer orientation and adaptive selling behaviour results in a positive association with customer trust towards the salesperson. | Experimental/non-experimental: The study applies experimental approach by recommending adaptive selling as appropriate for creating customer trust because salespeople change their tactics to ensure that they provide proper solutions to customer needs. This is because customers may lose integrity and trust when marketing tactics are immoral and lack transparency. |
| Empirical/non-empirical: The study applies an empirical approach because it seeks to investigate salesperson’s behaviour and techniques which are suitable for creating customer trust. It is based on salespeople’s experience in marketing. | Primary/Secondary Data: Data collection is by surveying methodology using questionnaires, and the resulting data will be processed and analyzed to test the reliability of the evidence collected. |
| Deductive/inductive/Not applicable (theoretical): This study is deductive since it examines how salespeople create customer trust concerning customer value presented by their marketing techniques and conduct. | Self-reported/Observed: The study is self-reported because the information collected from respondents is analysed to provide evidence. |
| Descriptive/explanatory: This is a descriptive study because it aims to illustrate the ineffectiveness of selling oriented behaviour of salespeople since it may lure customers into purchasing inappropriate products, hence lose trust in the firm since customer value is deprived. | Qualitative/Quantitative: This is a quantitative study because its findings are dependent on the responses obtained from customers. |
| Concise annotation: This study portrays that conduct of salespeople is essential in creating customer trust in the pharmaceutical industry because they determine if the customer will want to repurchase a product based on the relationship they establish. The interconnection between customer trust towards the salesperson and customer value is described as; the salespeople behaviour creates customer trust towards them, and the confidence towards the salesperson further builds trust towards the selling firm, hence creating customer value. For the pharmaceutical industry, the creation of customer value entails assuring the availability of quality products in all medical, retail shops. | |
