Relationship Selling in the Meeting Planner/Hotel Salesperson Dyad

Sanghyun Lee, Hung Jen Su, Alan J. Dubinsky

Research output: Contribution to journalArticlepeer-review

12 Scopus citations

Abstract

Meeting planners can provide hotels with substantial revenue. Yet little empirical research has examined how hotel sales personnel might facilitate generating this business from meeting planners. Employing relationship selling is crucial for hotel salespeople. This article develops a model of and reports the results of a study that examined key relationship selling constructs in a meeting planner/hotel salesperson context. Survey data were collected from a random sample of professional meeting planners in the United States, all members of Meeting Professionals International. Findings suggest that salesperson expertise, willingness, and power have an effect on whether planners intend to perpetuate the relationship with the salesperson. In addition, planners' perceived trust in the salesperson and satisfaction with the interaction with the salesperson also affect that intention. Managerial and further research implications are offered.

Original languageEnglish
Pages (from-to)427-447
Number of pages21
JournalJournal of Hospitality and Tourism Research
Volume29
Issue number4
DOIs
StatePublished - 2005

Keywords

  • customer intentions
  • customer satisfaction
  • hotel sales personnel
  • meeting planners
  • relationship selling
  • salesperson expertise
  • salesperson power
  • salesperson trust

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