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The Role of Service Engineering and Sales-Cooperation – The Ambivalent Impact of Cooperation Quality in Developing Customized Solutions

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Service Business Development

Zusammenfassung

This paper empirically examines the relationship between sales-service cooperation quality and annual total salesperson profit. Moreover, this paper investigates the moderating role of salesperson’s attitude towards service engineers. Based on qualitative interviews, the authors developed a conceptual model. To test the proposed model, the authors analyzed survey data from almost 300 salespeople of a solution provider in the construction industry.

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Authors and Affiliations

  1. Sales & Marketing Department, Ruhr-Universität Bochum, Bochum, Deutschland

    Sascha Alavi, Jan Wieseke, Lukas Isenberg & Meryem Bayrak

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  1. Sascha Alavi
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  2. Jan Wieseke
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  3. Lukas Isenberg
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  4. Meryem Bayrak
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Correspondence to Sascha Alavi .

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  1. Wirtschaftswissenschaftliche Fakultät Marketing und Unternehmensführung , Basel, Switzerland

    Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement, Universität Hohenheim, Stuttgart, Germany

    Karsten Hadwich

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Alavi, S., Wieseke, J., Isenberg, L., Bayrak, M. (2018). The Role of Service Engineering and Sales-Cooperation – The Ambivalent Impact of Cooperation Quality in Developing Customized Solutions. In: Bruhn, M., Hadwich, K. (eds) Service Business Development. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-22424-0_16

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  • DOI: https://doi.org/10.1007/978-3-658-22424-0_16

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