Concepedia

Customer Listening

Customer Listening is a strategic organizational practice within the domain of organizational listening that systematically captures, analyzes, and operationalizes customer feedback and behaviors to inform decision-making and enhance customer-centricity.

50

Publications

3.4K

Citations

106

Authors

71

Institutions

Publications per year

2017–2026

7

Parents

Publications

50

A Passion for Excellence: The Leadership Difference.

Charles A. Conrad, Tom Peters, Nancy Austin · Administrative Science Quarterly · 1985 · 456 citations

, , +17

Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes

Rosemary Ramsey, Ravipreet S. Sohi · Journal of the Academy of Marketing Science · 1997 · 430 citations

, , +14

Development and validation of the active empathetic listening scale

Tanya Drollinger, Lucette B. Comer, Patricia T. Warrington · Psychology and Marketing · 2005 · 209 citations

, , +17

Active Empathetic Listening and Selling Success: A Conceptual Framework

Lucette B. Comer, Tanya Drollinger · Journal of Personal Selling and Sales Management · 1999 · 192 citations · Full text

, , +15

The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters

Ko de Ruyter, Martin Wetzels · Journal of Service Research · 2000 · 183 citations

, , +17

1–5 of 50

Authors

106

  1. TD
    Tanya Drollinger

    University of Lethbridge, Canada

    2 publications · 401 citations

    2

    h-index

  2. SL
    S.C. Lenny Koh

    University of Sheffield, United Kingdom

    2 publications · 41 citations

    2

    h-index

  3. JA
    Judy A. Siguaw

    Cornell University, United States

    2 publications · 94 citations

    2

    h-index

  4. SB
    Stephen B. Castleberry

    University of Minnesota, Duluth, United States

    2 publications · 159 citations

    2

    h-index

  5. SM
    S. Maguire

    University of Sheffield, United Kingdom

    2 publications · 41 citations

    2

    h-index

1–5 of 106

Institutions

71

  1. Maastricht University

    Maastricht, The Netherlands

    3 h-index

    8 publications

    1K citations

  2. University of Tennessee at Knoxville

    Knoxville, United States

    2 h-index

    5 publications

    349 citations

  3. Universidad de Murcia

    Murcia, Spain

    2 h-index

    2 publications

    36 citations

  4. The University of Texas at Arlington

    Arlington, United States

    2 h-index

    4 publications

    170 citations

  5. University of Tennessee at Chattanooga

    Chattanooga, United States

    2 h-index

    2 publications

    159 citations

  6. University of New Orleans

    New Orleans, United States

    1 h-index

    1 publications

    21 citations

  7. University of Sheffield

    Sheffield, United Kingdom

    1 h-index

    2 publications

    58 citations

  8. California State Polytechnic University

    Pomona, United States

    1 h-index

    1 publications

    21 citations

1–8 of 71

Venues

  1. Journal of Service Research

    JSR · 2 publications · 225 citations

    2

    h-index

  2. Journal of Personal Selling and Sales Management

    JPSSM · 2 publications · 313 citations

    2

    h-index

  3. 2

    h-index

  4. Cornell Hotel and Restaurant Administration Quarterly

    CQ · 2 publications · 94 citations

    2

    h-index

  5. 2

    h-index

1–5