References

Blake, R.R. and J.S. Mouston, 1964. The Managerial Grid. Gulf Publishing, Houston. TX.

Boles, J., T. Brashear, D. Bellenger and H. Barksdale, 2000. Relationship selling behaviours: Antecedents and relationship with performance. J. Bus. Ind. Market., 15: 141-153.

Bosworth, M.T., R. Page and S. Sherman, 2003. Solution Selling: Creating Buyers in Difficult Selling Markets. McGraw-Hill, New York, NY.

Bursk, E.C., 1947. Low-pressure selling. Harvard Bus. Rev., 25: 227-242.
Direct Link  |  

Buzzotta, V.R., R.E. Lefton and M. Sherberg, 1972. Effective Selling Through Psychology. John Wiley and Sons, Inc. New York.

Central Bank of Sri Lanka, 2010. Annual report 2010. Central Bank of Sri Lanka. http://www.cbsl.gov.lk/pics_n_docs/10_pub/_docs/efr/annual_report/AR2010/English/content.htm.

Crane, F.G., 1991. Consumer satisfaction/dissatisfaction with professional services. J. Prof. Serv. Market., 7: 19-25.

Deshpande, R., J.U. Farley and F.E. Webster, 1993. Corporate culture, customer orientation and innovativeness in Japanese firms: A quadrad analysis. J. Market., 57: 23-27.
Direct Link  |  

Donavan, T.D. and M.A. Hocutt, 2001. Customer evaluation of service employee's customer orientation: Extension and application. J. Qual. Manage., 6: 293-306.

Ehert, M., 2004. Managing the trade-off between relationships and value networks: Towards a value-based approach for customer relationship management in business-to-business markets. Ind. Market. Manage., 33: 465-473.

Gillis, C., L. Pitt, M.J. Robson and P. Berthon, 1998. Communication in the salesperson/customer dyad: An empirical investigation. Market. Intell. Plann., 16: 100-106.

Grewal, D. and A. Sharma, 1991. The Effect of sales force behavior on of salesforce behavior on customer satisfaction: An interactive framework. J. Pers. Sell. Sales Manage., 11: 13-22.

Grewal, D. and A. Sharma, 1991. The effect of salesforce behavior on customer satisfaction: An interactive framework. J. Personal Sell. Sales Manage., 11: 13-23.
Direct Link  |  

Gwinner, K.P., D.D. Gremler and M.J. Bitner, 1998. Relational benefits in services industries: The customer's perspective. J. Acad. Market. Sci., 26: 101-114.
CrossRef  |  

Jaramillo, F. and B.G. Douglas, 2009. Does customer orientation impact objective sales performance? insights from a longitudinal model in direct selling. J. Pers. Sell. Sales Manage., 29: 167-178.

Johnston, M.W. and G.W. Marshall, 2005. Relationship Selling and Sales Management. 2nd Edn., McGraw-Hill/Irwin, Boston, MA.

Jones, E., P. Busch and P. Dacin, 2003. Firm market orientation and salesperson customer orientation: Interpersonal and intrapersonal influences on customer services and retention in business-to-business buyer-seller relationships. J. Bus. Res., 56: 323-340.

Kohli, A.K. and B.J. Jaworski, 1990. Market orientation: The construct, research propositions and managerial implications. J. Market., 54: 1-18.
CrossRef  |  Direct Link  |  

Kohli, A.K., T.A. Shervani and G.N. Challagalla, 1998. Learning and performance orientation of salespeople: The role of supervisors. J. Market. Res., 35: 263-274.

Kotler, P. and G. Amstrong, 2001. Principles of Marketing. 9th Edn., Prentice Hall, Upper Saddle River, New Jersey.

Kurtz, D.L., H.R. Dodge and J.E. Klompmaker, 1976. Professional Selling. Business Publications Inc., Dallas, TX., USA.

Liao, K. and M. Subramony, 2008. Employee customer orientation organizations: Joint influences of customer proximity and team. J. Applied Psychol., 93: 317-328.
Direct Link  |  

Narver, J.C. and S.F. Slater, 1990. The effect of a market orientation on business profitability. J. Market., 54: 20-35.
CrossRef  |  Direct Link  |  

Neil, R. and J. DeVincentis, 1999. Rethinking the Sales Force. McGraw-Hill, New York.

Patterson, K., 1997. Delighted clients are loyal clients. Rough Notes, 140: 221-234.
Direct Link  |  

Pettijohn, C.E., L.S. Pettijohn and A.J. Taylor, 2002. The influence of salesperson skill, motivation and training on the practice of customer-oriented selling. Psycho. Marketing, 19: 743-757.
CrossRef  |  

Sanzo, M.J., M.L. Santos, R. Vasquez and L.I. Alvarez, 2003. The effect of market orientation on buyer-seller relationship satisfaction. Ind. Marketing Manage., 32: 327-345.
CrossRef  |  

Saxe, R. and B.A. Weitz, 1982. The SOCO scale: A measure of the customer orientation of salespeople. J. Market. Res., 19: 343-351.
CrossRef  |  Direct Link  |  

Sharma, A., 1997. Customer satisfaction-based incentive systems: Some managerial and salesperson considerations. J. Pers. Selling Sales Manage., 17: 61-70.
Direct Link  |  

Sujan, H., B.A. Weitz and N. Kumar, 1994. Learning orientation, working smart and effective selling. J. Marketing, 58: 39-52.
Direct Link  |  

Tyler, K. and E. Stanley, 1999. Marketing financial services to businesses: A critical review and research agenda. Int. J. Bank Market., 17: 98-115.
CrossRef  |  Direct Link  |  

Weitz, B.A. and K.D. Bradford, 1999. Personal selling and sales management: A relationship marketing perspective. J. Acad. Market. Sci., 27: 241-254.
CrossRef  |  

Williams, M.R. and J.S. Attaway, 1996. Exploring salespersons customer orientation as a mediator of organizational culture's influence on buyer-seller relationships. J. Personal Sell. Sales Manage., 16: 33-52.
Direct Link  |