The Work Relationship That an Account Executive Provides Leads to Customer Satisfaction

The Work Relationship That An Account Executive Provides Leads to Customer Satisfaction.

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Customer satisfaction is frequently judged by customers by comparing previously held expectations with perceived performance,(Ganesh, Arnold& Reynolds 2000). If the performance and service that is provided to the customer is above the expectations, increases in satisfaction can be expected. In the contrary if the performance and service is below the expected the satisfaction is expected to decrease. As mentioned in previous research by Ganesh et al. service quality has shown to that five dimensions of service are most relevant in determining perceptions of service quality and satisfaction: tangibility, reliability, responsiveness, assurance and empathy (Parasuraman,Zeithaml and Berry 1985,1988,1994). Research from Rust and Zahorik (1993) has provided information that convenience and warmth are dimensions of customer loyalty and satisfaction.

Job performance can also be considered a determinant of service quality and satisfaction. Job performance entails the behavior or action that is relevant for the organization’s goals and that can be scaled in terms of levels of proficiency, which is represented by a particular action(s) (Campbell). Job performance is not just one thing but a combination of many components that can lead to a better performance.

As mentioned in the literature of Ganesh et.al service encounters are first and foremost social encounters, the purchase of a service is a process that relies on the interaction the service provider and the customer, as a result customer perceptions of contact employees will affect their perceptions of the company and greatly influence customer satisfaction.  Previous research from Ganesh et al has established that satisfaction with service dimensions related to the interaction with a representative is likely to be more important than satisfaction with the other service dimensions.

At many workplaces customers are treated differently and in the area of major clients of _____, this is the case, providing the client a personalized and attentive service with which the customer feels satisfied. Therefore a survey was created in order to test whether the client is currently satisfied with the service that his or her major client executive provides them. Based on the results a proposal of what should be improved will be created and in the future they will apply these techniques as well as create a loyalty program.

Hypothesis: Clients will respond that they are satisfied with the service that the executive provides but at the same time will respond that he or she needs improvement in some areas or demand more.

It is of interest of the company and also of researchers to investigate the level of importance and satisfaction that a customer places when evaluating a business proposal as well current service. It is important to know how satisfied a customer is with his or her personalized service in order for executives and the company to improve, seek motivation and know what measures should be taken when the satisfaction level is low. As well as keep the measures that make the satisfaction level high and try to apply to the vast majority. Personalized service may be more appealing in collectivists who are used to sharing with others and trust should be established with the other person, because personal relationship prevails over task. It is of our interest to investigate if the client feels comfortable with his or her executive and feels satisfied with the company based on the service they provide through personalized service.