The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling
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Data de Publicação: | 2017 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Contextus (Fortaleza. Online) |
Texto Completo: | http://periodicos.ufc.br/contextus/article/view/32306 |
Resumo: | This study aimed to verify the influence of salespeople training of vehicle dealers in Rio de Janeiro state on the customers satisfaction of an automaker. We adopted the secondary data treatment and the Structural Equation Modeling, with partial least squares estimation, in a sample of 130 dealers, 936 respondents to the satisfaction survey and the analysis of training performance of 1,158 vendors. It was concluded that the salespeople training of vehicle dealers plays a strategic role in creating value to the customer and generating competitive advantage, even though it has no direct relation with the customer satisfaction. Through the presented results, it can be affirmed that the trainings carried out by the vendors are directly linked to the perceptions of the clients about the quality in services offered by the automaker and its concessionaire network. By the presented results, it can be said that salespeople trainings are directly linked to the customer perceptions about service quality offered by the automaker and its dealers network. |
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The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modelingLa influencia de los entrenamientos de vendedores en la satisfacción de los clientes de una red de concesionarios de vehículos por medio del modelado de ecuaciones estructuralesA influência do treinamento de vendedores na satisfação dos clientes de uma rede de concessionárias de veículos, por meio da modelagem de equações estruturaisAutomotive industry. Customer satisfaction. Salespeople training. Service perceived quality. Structural Equations Modeling.Satisfacción del cliente. Entrenamiento de vendedores. Calidad percibida en servicios. Industria Automovilística. Modelados de ecuaciones estructurales.Indústria Automobilística. Modelagem de Equações Estruturais. Qualidade Percebida em Serviços. Satisfação do Cliente. Treinamento de Vendedores.This study aimed to verify the influence of salespeople training of vehicle dealers in Rio de Janeiro state on the customers satisfaction of an automaker. We adopted the secondary data treatment and the Structural Equation Modeling, with partial least squares estimation, in a sample of 130 dealers, 936 respondents to the satisfaction survey and the analysis of training performance of 1,158 vendors. It was concluded that the salespeople training of vehicle dealers plays a strategic role in creating value to the customer and generating competitive advantage, even though it has no direct relation with the customer satisfaction. Through the presented results, it can be affirmed that the trainings carried out by the vendors are directly linked to the perceptions of the clients about the quality in services offered by the automaker and its concessionaire network. By the presented results, it can be said that salespeople trainings are directly linked to the customer perceptions about service quality offered by the automaker and its dealers network.Este estudio tuvo como objetivo constatar la influencia del entrenamiento de vendedores de las concesionarias de vehículos del estado de Río de Janeiro en la satisfacción de los clientes de un fabricante de vehículos. Se adoptó el tratamiento de datos secundarios y la técnica de Modelado de Ecuaciones Estructurales, con la estimación de los mínimos cuadrados parciales, en una muestra de 130 concesionarias, 936 respondedores a la encuesta de satisfacción y el análisis del desempeño en los entrenamientos de 1.158 vendedores. Se concluyó que los entrenamientos realizados por los vendedores de las concesionarias asumen función estratégica para la creación de valor al cliente y la generación de ventaja competitiva, aun no teniendo relación directa con la satisfacción de los clientes. Por medio de los resultados presentados, se puede afirmar que los entrenamientos de vendedores están ligados directamente a las percepciones de los clientes acerca de la calidad en servicios, ofrecida por el fabricante de vehículos y su red concesionarias. Este estudo teve como objetivo constatar a influência do treinamento de vendedores das concessionárias de veículos do estado do Rio de Janeiro na satisfação dos clientes de uma montadora. Adotou-se o tratamento de dados secundários e a Modelagem de Equações Estruturais, com estimação dos mínimos quadrados parciais, em uma amostra de 130 concessionárias, 936 respondentes à pesquisa de satisfação e a análise do desempenho nos treinamentos de 1.158 vendedores. Concluiu-se que os treinamentos realizados pelos vendedores das concessionárias exercem função estratégica para a criação de valor ao cliente e geração de vantagem competitiva, mesmo não possuindo relação direta com a satisfação dos clientes. Mediante os resultados apresentados, pode-se afirmar que os treinamentos realizados pelos vendedores estão ligados diretamente às percepções dos clientes acerca da qualidade em serviços oferecida pela montadora e sua rede concessionária. FEAAC/UFC2017-12-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPesquisa Quantitativa; Modelagem de Equações Estruturaisapplication/pdfapplication/vnd.openxmlformats-officedocument.wordprocessingml.documentapplication/ziphttp://periodicos.ufc.br/contextus/article/view/3230610.19094/contextus.v15i3.943Contextus - Contemporary Journal of Economics and Management; Vol 15 No 3: set/dez 2017; 115-143Contextus – Revista Contemporánea de Economía y Gestión; Vol. 15 Núm. 3: set/dez 2017; 115-143Contextus – Revista Contemporânea de Economia e Gestão; v. 15 n. 3: set/dez 2017; 115-1432178-92581678-2089reponame:Contextus (Fortaleza. Online)instname:Universidade Federal do Ceará (UFC)instacron:UFCporhttp://periodicos.ufc.br/contextus/article/view/32306/pdfhttp://periodicos.ufc.br/contextus/article/view/32306/98273http://periodicos.ufc.br/contextus/article/view/32306/165824http://periodicos.ufc.br/contextus/article/view/32306/165825http://periodicos.ufc.br/contextus/article/view/32306/165826http://periodicos.ufc.br/contextus/article/view/32306/165827Copyright (c) 2017 Revista: apenas para a 1a. publicaçãohttps://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessTomoyose, Fábio HiroshiFaria, Ana Cristina deGaspar, Marcos AntonioKubo, Edson Keyso de Miranda2021-11-22T12:06:52Zoai:periodicos.ufc:article/32306Revistahttp://periodicos.ufc.br/contextusPUBhttp://periodicos.ufc.br/contextus/oairevistacontextus@ufc.br2178-92581678-2089opendoar:2021-11-22T12:06:52Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)false |
dc.title.none.fl_str_mv |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling La influencia de los entrenamientos de vendedores en la satisfacción de los clientes de una red de concesionarios de vehículos por medio del modelado de ecuaciones estructurales A influência do treinamento de vendedores na satisfação dos clientes de uma rede de concessionárias de veículos, por meio da modelagem de equações estruturais |
title |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
spellingShingle |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling Tomoyose, Fábio Hiroshi Automotive industry. Customer satisfaction. Salespeople training. Service perceived quality. Structural Equations Modeling. Satisfacción del cliente. Entrenamiento de vendedores. Calidad percibida en servicios. Industria Automovilística. Modelados de ecuaciones estructurales. Indústria Automobilística. Modelagem de Equações Estruturais. Qualidade Percebida em Serviços. Satisfação do Cliente. Treinamento de Vendedores. |
title_short |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
title_full |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
title_fullStr |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
title_full_unstemmed |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
title_sort |
The influence of salespeople training on the customer satisfaction of a network’s vehicle dealers by structural equations modeling |
author |
Tomoyose, Fábio Hiroshi |
author_facet |
Tomoyose, Fábio Hiroshi Faria, Ana Cristina de Gaspar, Marcos Antonio Kubo, Edson Keyso de Miranda |
author_role |
author |
author2 |
Faria, Ana Cristina de Gaspar, Marcos Antonio Kubo, Edson Keyso de Miranda |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Tomoyose, Fábio Hiroshi Faria, Ana Cristina de Gaspar, Marcos Antonio Kubo, Edson Keyso de Miranda |
dc.subject.por.fl_str_mv |
Automotive industry. Customer satisfaction. Salespeople training. Service perceived quality. Structural Equations Modeling. Satisfacción del cliente. Entrenamiento de vendedores. Calidad percibida en servicios. Industria Automovilística. Modelados de ecuaciones estructurales. Indústria Automobilística. Modelagem de Equações Estruturais. Qualidade Percebida em Serviços. Satisfação do Cliente. Treinamento de Vendedores. |
topic |
Automotive industry. Customer satisfaction. Salespeople training. Service perceived quality. Structural Equations Modeling. Satisfacción del cliente. Entrenamiento de vendedores. Calidad percibida en servicios. Industria Automovilística. Modelados de ecuaciones estructurales. Indústria Automobilística. Modelagem de Equações Estruturais. Qualidade Percebida em Serviços. Satisfação do Cliente. Treinamento de Vendedores. |
description |
This study aimed to verify the influence of salespeople training of vehicle dealers in Rio de Janeiro state on the customers satisfaction of an automaker. We adopted the secondary data treatment and the Structural Equation Modeling, with partial least squares estimation, in a sample of 130 dealers, 936 respondents to the satisfaction survey and the analysis of training performance of 1,158 vendors. It was concluded that the salespeople training of vehicle dealers plays a strategic role in creating value to the customer and generating competitive advantage, even though it has no direct relation with the customer satisfaction. Through the presented results, it can be affirmed that the trainings carried out by the vendors are directly linked to the perceptions of the clients about the quality in services offered by the automaker and its concessionaire network. By the presented results, it can be said that salespeople trainings are directly linked to the customer perceptions about service quality offered by the automaker and its dealers network. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-12-30 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Pesquisa Quantitativa; Modelagem de Equações Estruturais |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://periodicos.ufc.br/contextus/article/view/32306 10.19094/contextus.v15i3.943 |
url |
http://periodicos.ufc.br/contextus/article/view/32306 |
identifier_str_mv |
10.19094/contextus.v15i3.943 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
http://periodicos.ufc.br/contextus/article/view/32306/pdf http://periodicos.ufc.br/contextus/article/view/32306/98273 http://periodicos.ufc.br/contextus/article/view/32306/165824 http://periodicos.ufc.br/contextus/article/view/32306/165825 http://periodicos.ufc.br/contextus/article/view/32306/165826 http://periodicos.ufc.br/contextus/article/view/32306/165827 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2017 Revista: apenas para a 1a. publicação https://creativecommons.org/licenses/by-nc/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2017 Revista: apenas para a 1a. publicação https://creativecommons.org/licenses/by-nc/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/vnd.openxmlformats-officedocument.wordprocessingml.document application/zip |
dc.publisher.none.fl_str_mv |
FEAAC/UFC |
publisher.none.fl_str_mv |
FEAAC/UFC |
dc.source.none.fl_str_mv |
Contextus - Contemporary Journal of Economics and Management; Vol 15 No 3: set/dez 2017; 115-143 Contextus – Revista Contemporánea de Economía y Gestión; Vol. 15 Núm. 3: set/dez 2017; 115-143 Contextus – Revista Contemporânea de Economia e Gestão; v. 15 n. 3: set/dez 2017; 115-143 2178-9258 1678-2089 reponame:Contextus (Fortaleza. Online) instname:Universidade Federal do Ceará (UFC) instacron:UFC |
instname_str |
Universidade Federal do Ceará (UFC) |
instacron_str |
UFC |
institution |
UFC |
reponame_str |
Contextus (Fortaleza. Online) |
collection |
Contextus (Fortaleza. Online) |
repository.name.fl_str_mv |
Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC) |
repository.mail.fl_str_mv |
revistacontextus@ufc.br |
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1798045752596889600 |