واکاوی تاثیر تعامل شخصی فروشندگان بر تمایل به بازاریابی دهان به دهان مشتری با میانجی گری تجربه موثر مشتری و تعدیل گری قوم گرایی مشتری و تمایل به محصول خارجی (مورد مطالعه مشتریان فروشگاههای زنجیره ای جانبو در شهر تبریز)
محورهای موضوعی : مدیریت استراتژیکرامین بشیر خداپرستی 1 , نسرین نعمتی 2
1 - هیات علمی گروه مدیریت دانشگاه ارومیه
2 - دانشگاه ارومیه
کلید واژه: تعامل شخصی فروشنده , بازاریابی دهان به دهان , تجربه موثرمشتري , قوم گرایی مشتري , محصول خارجی,
چکیده مقاله :
در دنیای کنونی موفقیت هر کسب و کاری به عوامل گوناگونی بستگی دارد برای بقا در چنین عرصه رقابتی رشد وسودآوری در بازار، باید از اهداف اصلی بنگاه های اقتصـادی باشد، از این رو پژوهش حاضر بر آن است تا به بررسی نحوه تاثیرگذاري تعامل شخصی فروشندگان بر تمایل به بازاریابی دهان به دهان مشتری بپردازد و در این رابطه اثر تجربه موثرمشتری بـه عنـوان متغیـر میانجی و متغیرهای قوم گرایی مشتری و تمایل به محصول خارجی به عنوان دو متغیر تعدیلگر مورد مطالعه قرار می گیرد. تحقیق حاضر از نظر هدف، کاربردي و از نظر روش پژوهش، توصیفی وهمبستگی است. حوزه پـژوهش حاضـر، فروشگاههای زنجیره ای جانبو در شهر تبریز بوده و جهت جمع آوري داده ها از نظرات مشتریان فروشگاههای زنجیره ای جانبو در شهر تبریز استفاده شده است. براي گردآوري اطلاعات از پرسشنامه هاي استاندارد تعامل شخصی فروشندگان، تمایل به بازاریابی دهان به دهان و تجربه موثرمشتری و متغیرهای قوم گرایی مشتری و تمایل به محصول خارجی استفاده شده است. روایی پرسشنامه ها براساس روایی محتوایی و پایـایی آنها براساس شاخص آلفاي کرونبـاخ استفاده کردیم که مقدار آن برای کل پرسشنامه 874/0محاسبه گردیده است.این پژوهش بـه دنبـال تعیـین روابـط و میـزان اثرگذاري متغیرهاي پژوهش بر یکدیگر است. نتایج حاصل نشان می دهد کـه تعامل شخصی فروشندگان برتمایل به بازارایابی دهان به دهان مشتریان تاثیرمثبت و معناداردارد و این رابطه توسط متغیرتجربه موثر مشتری میانجی گری می شود، همچنین تاثیر تعدیل کنندگی قوم گرایی مشتری و تمایل به محصول خارجی بر تجربه موثر مشتری مورد تایید قرار گرفت.
The purpose of this study was to investigate the effect of personal interaction of sellers on the tendency of customers to word-of-mouth marketing by considering the mediation of effective customer experience and moderation of customer ethnicity and the desire for foreign product among customers of Janbo chain stores in Tabriz. The statistical population is the customers of Janbo chain stores in Tabriz. To determine the sample size, considering that the target population is unlimited, the Cochran sample size determination formula was used and the sample size was 382 people. Sampling method is available in the present study. Data were collected through a questionnaire and to calculate the reliability of the questionnaire we used Cronbach's alpha coefficient, the value of which was calculated for the whole questionnaire 0.874. Also, SPSS software version 25 was used for data analysis and Smart PLS software was used for inferential statistics and hypothesis testing. The results of the study indicate a positive and significant effect of personal interaction of sellers on the desire to market word of mouth to customers and in this regard the effective customer experience has a mediating role and also the moderating effect of customer's ethnicity and desire for foreign product on effective customer experience. Took. Therefore, the main question of this research is whether the personal interaction of sellers affects the desire for word-of-mouth marketing through the mediation of effective customer experience and moderation of customer ethnicity and desire for foreign products among customers of Janbo chain stores in Tabriz?
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