Document Type
Article
Publication Date
11-2013
Abstract
This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.
Recommended Citation
Crader, Timothy J. and Stephen M. Brown. "Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study of Eyp Mission Critical Facilities Inc." Management and Marketing Journal 11.2 (2013): 248-254.
