We know you probably do not want to read this… The Influence of Boosting Persuasion Knowledge on Resistance in Telemarketing
Keywords
Loading...
Authors
Issue Date
2019-08-31
Language
en
Document type
Journal Title
Journal ISSN
Volume Title
Publisher
Title
ISSN
Volume
Issue
Startpage
Endpage
DOI
Abstract
The aim of this study was to determine to what extent learning omega strategies, and thus
enhancing agents' persuasion knowledge, influences the number of non-cooperating
customers and the sales in telemarketing. The sample used in the study consisted of 20 call
center agents. It uses a quasi-experimental pretest-posttest control group design. In order to
boost the agent’s persuasion knowledge, through the practice with omega strategies, an E learning course was designed. The effect of the intervention in which the agents learned about
resistances and omega strategies and therefore improved their persuasion knowledge has not
been found significant on non-cooperating customers. The current study shows that the effect
of the intervention in which the agents learned about resistances and omega strategies and
therefore improved their persuasion knowledge was found significant on sales. Practical and
theoretical implications and suggestions for further research are discussed.
Description
Citation
Supervisor
Faculty
Faculteit der Sociale Wetenschappen