Sports Sellers’ Psychological Capacity Effect on Sales Amount and Client Satisfaction

Purpose: This study aimed to evaluate the effect of the psychological capacity of sports sellers on sales amount and client satisfaction mediated by Client-centred behavior.Methodology: The research was applied correlational. Iranian leading sports sellers were selected as a sample. Data were collected using the Lussier and Hartmann (۲۰۱۷) questionnaire (reliability ۰.۷). The PLS Smart software was used to analyse the data.Findings: The highest correlation was observed between the variables of psychological capacities and customer-oriented behavior (۰.۸۳۵). The lowest correlation was between customer satisfaction and sales performance (۰.۲۱۱). There was a positive and significant relationship (۰.۷۹) between psychological capacities and the seller’s client-centered behaviors. Client-oriented behavior effect of sports sellers on sales amount (۰.۷۸) and client satisfaction (۰.۶۵) was also positive and significant.Originality: Considering the impact of sports sellers’ customer-oriented behavior on sales and customer satisfaction, it is recommended that sports sellers pay special attention to learning and applying customer-oriented behaviors.

Keywords:

Client-oriented behavior , Client satisfaction , Psychological capacities , Sales amount , Social exchange theory