Driving Trucks and Driving Sales? The Impact of Delivery Personnel on Customer Purchase Behavior
研究供应商的卡车司机如何通过个人接触质量影响工业客户的购买行为，并分析三种情境因素对效果的调节作用。
This study investigates how and under what conditions delivery persons, specifically truck drivers of a supplier firm, affect customers’ purchase behavior in industrial customer–supplier relationships. Drawing on service quality and customer contact literature, we test a proposed theoretical model that suggests a positive direct effect of personal contact quality (provided by a delivery person) on sales as well as three situational constraints that determine the occurrence and strength of the direct effect.