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Browse Archives by Keyword: Customer Relations

Competitiveness, Coachability, and Context as Key Determinants of Sales Performance
Kirby L.J. Shannahan, PhD, Rachelle J. Shannahan, PhD, and Alan J. Bush, PhD
The real estate industry is fiercely competitive. Since the 1990s it has not only been a competition between individual agents but one between agents and realtor teams...

INSIDER: Changing the Sales Conversation
Susan Monaghan, MBA
Previously, providing information was a key way that salespeople created value for clients. Now, sales professionals must adapt the value creation process to address changing client needs by...

INSIDER: Sales and Marketing the Six Sigma Way
Natasha Ashton, JD/MBA Candidate
Efficiency, process improvement, and value creation are not just buzzwords in today’s business world; they have become the foundation for real, sustainable competitive advantage. However, the path to achieving or improving upon these fundamental concepts is not always clear...

INSIDER: The Ambivert Advantage
Clint Justice, MBA Candidate
Are extraverts are the best candidates for sales positions? Despite the proliferation of this assumption in numerous sales organizations, studies have shown that there is a weak and inconsistent relationship between extraversion and sales performance. In fact, recent studies indicate that...

Is Work-Family Balance Possible?
Dawn Carlson, PhD, K. Michele Kacmar, PhD, Joseph G. Grzywacz, PhD, Bennett Tepper, PhD, and Dwayne Whitten, DBA
Do you have a balanced work and family life? For many, this question is difficult to answer because the definition of “balance” varies. Regardless of the definition, it is clear that the demands of work can impact an individual’s...

Managing Consumer Resistance to Internet-Based Services
Athanasios G. Patsiotis, PhD (Greece), Tim Hughes, PhD
(UK), and Don J. Webber, PhD (UK)

Internet-based applications are very commonplace within business and personal contexts. Online banking, chat-based customer service, and shopping are just some of the e-functions that permeate our day-to-day lives. Some consumers, though, show great resistance...

Accidental Referrals
Bryan Lilly, PhD and Aliosha Alexandrov, PhD
For realtors and other providers of professional services, customer referrals are one of the most important sources of new business. As service providers, we want customers saying...

Engineering Success for Your Agents
Andrea L. Dixon, PhD, Karen E. Flaherty, PhD, Son K. Lam, PhD, Nick Lee, PhD, and Jay P. Mulki, PhD
The real estate agency leader can make a marked difference on agency outcomes by creating, enhancing, and changing connections between...

Improving Performance by Managing Sales Call Volume
G. Alexander Hamwi, PhD and Brian N. Rutherford, PhD
How can a salesperson improve her performance? This is a question that sales management researchers have spent a great deal of effort and time trying to...

Leveraging Market Orientation for Real Estate
Samaa Taher Attia, PhD (Egypt)
Real estate professionals must understand that it is important to focus on each of the four dimensions of Market Orientation. While maintaining a strong focus on customers, it is equally important to...


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