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Transformational Teams and their Impact on Customer Satisfaction at One Firm

Author

Listed:
  • Crader, Timothy

    (John F. Welch College of Business, Sacred Heart University)

  • Brown, Stephen

    (John F. Welch College of Business, Sacred Heart University)

Abstract
This study examined the relationships between core selling teams (CSTs) and customer satisfaction within the mission critical power design industry. The literature indicates that CSTs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with Company X’s most strategic customers. The difference in customer satisfaction for customers serviced by CSTs and traditional sales personnel were compared. The investigation found support indicating that a CST 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 CST approach when formulating future revenue growth and relationship strategy.

Suggested Citation

  • Crader, Timothy & Brown, Stephen, 2011. "Transformational Teams and their Impact on Customer Satisfaction at One Firm," Working Papers 2011002, Sacred Heart University, John F. Welch College of Business.
    • Handle: RePEc:she:wpaper:2011002
    as

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    File URL: http://repec.sacredheart.edu/she/pdf/wp2011_002.pdf
    File Function: First version, 2011
    Download Restriction: no
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    More about this item

    Keywords

    core selling teams; customer satisfaction;

    JEL classification:

    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights

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