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Trust-based selling: a review and exploratory study in the logistics industry

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Liu, Fang ULiège
Promotor(s) : Ates, Zelal ULiège
Date of defense : 6-Sep-2016/12-Sep-2016 • Permalink : http://hdl.handle.net/2268.2/2273
Details
Title : Trust-based selling: a review and exploratory study in the logistics industry
Author : Liu, Fang ULiège
Date of defense  : 6-Sep-2016/12-Sep-2016
Advisor(s) : Ates, Zelal ULiège
Committee's member(s) : Ghilissen, Michael ULiège
Rezaei Sadrabadi, Mahmood ULiège
Language : English
Number of pages : 79
Keywords : [en] Trust-based selling
[en] Trust
[en] Relationship
[en] Selling approach
[en] Logistics
[en] Satisfaction
Discipline(s) : Business & economic sciences > Marketing
Target public : Researchers
Professionals of domain
Student
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en Digital Marketing and Sales Management
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège

Abstract

[en] The present thesis studies the trust-based selling approach in different contexts such as the traditional versus online context as well as business-to-consumers versus business-to-business markets. Moreover, this study analyzes different selling approaches in the logistics industry in order to observe the primary adopted selling approach. The analysis also aims to reveal the most successful selling approaches in terms of relationship length, satisfaction of the customers and satisfaction of the salespeople.

The literature review mainly aims to understand trust-based selling. Trust-based selling may be crucial in nowadays competitive environment. Indeed, trust has a positive impact on relationship effectiveness. Furthermore, better developed relationships with the customers likely lead to superior performance in terms of outcomes such as sales and increased business. Moreover, trust increases the scope and level of cooperative activity and therefore higher performance and satisfaction among the customers.

An online survey was conducted in the logistics industry in order to further investigate trust-based selling as well as other selling approaches. The results reveal that the selling approach mostly practiced is trust-based selling. The findings suggest that consultative selling followed by trust-based selling might lead to a longer relationship. It is also observed that companies do not only practice a single selling approach as they present similar characteristics.


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Author

  • Liu, Fang ULiège Université de Liège > Master sc. gest., fin. spéc. digit. mark. & sale (ex 2e ma.)

Promotor(s)

Committee's member(s)

  • Ghilissen, Michael ULiège Université de Liège - ULg > HEC-Ecole de gestion de l'ULg : UER > UER Management
    ORBi View his publications on ORBi
  • Rezaei Sadrabadi, Mahmood ULiège Université de Liège - ULg > HEC-Ecole de gestion de l'ULg : UER > Recherche opérationnelle et gestion de la production
    ORBi View his publications on ORBi
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