Motivating Sales person towards Customer Delight- An Empirical Case of a Shoe Manufacturing Organization by Dr. Hardik Shah
Abstract: In today’s highly competitive labor market, there is extensive evidence that organizations regardless of size, technological advances, market focus and other factors are facing motivational and Customer Relations Management (CRM) challenges. The research paper provides a synthesis of employee motivation theories and offers an explanation of how salesperson motivation affects their behaviors towards sales performance and building on customer relationship in the long run. In addition to explaining different factors affecting motivation for employees, different motivation theories it also explained the implications of salesperson motivation for developing and creating satisfied customers for the organization. We have collected data from shoe manufacturing organization and analyzed the data in
terms of motivational factors at workplace and how it affected the behavior of salespersons towards level of customer satisfaction. It also has explored the areas for building customer loyalty and customer delight by affective motivation for work and creating passion for customer delight among salespersons. Different organizational strategies were suggested for filling the motivational gap for salespersons in order to perform towards customer delight.
SOURCE : www.academyofhrd.org/
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