This research focuses on the impact of leadership empowerment behavior (LEB) customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy adaptability. Moreover, authors propose an interactive relationship whereby LEB will be differentially effective a function employees' readiness. The authors' hypotheses are tested using survey data from sample 231 salespeople in pharmaceutical field, along with external ratings 864 customers archival performance...

Summary Do employee judgments of their organization's corporate social responsibility (CSR) programs relate to CSR‐specific performance and in‐role job performance? Can middle managers influence the formation such what factors might moderate cascading influences? To answer these yet unaddressed questions, we conduct three studies. Study 1 takes an organizational justice perspective tests our baseline model. Results show that employees' CSR trigger affective commitment on extra‐role...

Given the importance of new products, firms may be prone to overmanage sales personnel by using behavior-based control systems that dictate performance particular activities related introduction. Such controls especially tempting given findings favorable salesperson product perceptions actually yield less effort on product, and can offset this tendency. However, longitudinal data from a sample 226 salespeople, along with external ratings customers archival measures performance, authors...

Salespeople play a crucial role in their firms’ efforts to provide customer solutions. However, little research has examined how salesperson involvement solutions can be conceptualized, whether it pays off, and what boundary conditions might heighten its performance effects. This study addresses these gaps offers conceptualization of solution by focusing on the set salesperson-related activities that enact four relational processes inherent The authors collect unique data includes wide range...

Despite a long history of independent sales and service functions within organizations, customers are pressuring organizations to rethink their operations. Specifically, expect offer “single face” the firm rather than being forced interact with multiple agents across both throughout relationships. As firms attempt meet these customer demands, they have countless options integrate operations, but little is known about which strategies most effective. This article attempts shed new light into...

Research examining technology and the sales force has a long, developed history that spans several decades. From initial research reviewing laptop usage to more recent studies investigating effects of advanced customer relationship management applications, much insight been garnered regarding sales. However, this investigation occurred in business-to-business environments, leaving what we believe be considerable gap knowledge on business-to-consumer settings. In paper, briefly review some...

This study examines how employee customer and selling orientations, their interaction, impact frontline employees’ (FLEs) pursuit of service sales-related performance outcomes. Applying a job demands-resources lens, we advance model that explores service-sales ambidexterity at the individual level. Polynomial regression response surface analysis are used to assess varying levels orientation relate FLE Our findings indicate commitment quality sales highest when employees singularly focused on...

In this research, we apply a team self-regulatory perspective to build and test theory focusing on the relationships between efficacy 2 key performance criteria: behavior (i.e., effort) outcome objective sales). We theorize that rather than having linear association, benefits of reach point inflection, reflective too much good thing. Further, in an effort establish boundary condition inverted-U shaped relationship predict, also moderating role played by goal monitoring nonmonotonic...

Academicians and practitioners alike have agreed on the significance of competitive intelligence in firm performance, strategy development, critical role sales force gathering this intelligence. However, influence that has individual salesperson performance been widely neglected. In order to fill gap literature, research embarks theoretical development as an individual-level construct. The differentiating qualities organizational are described a framework presenting general process is...

There is a general belief that firm's market orientation can lead to innovativeness and positive performance outcomes. In this research, we attempt build upon previous research in the innovation literatures examine how behavior of top management team influence aforementioned relationships as well several dimensions performance. Employing multigroup approach structural equation modeling, demonstrate moderating role team's involvement with technology innovation. addition finding support for...

This research examines how employees' climate perceptions – or psychological influence their performance of climate-related outcomes. We focus on two specific climates arguably most relevant to boundary-spanning organizations: service and sales climates. Building from the resource-allocation framework, authors examine way employees reconcile these multiple Polynomial regression response surface modeling are used test for distinct employee outcomes using a sample 252 marketing 68 immediate...

An abstract is not available for this content so a preview has been provided. Please use the Get access link above information on how to content.

While research on employee ambidexterity is growing, there little investigation what firms can do to enhance their competitiveness in this space. Leveraging a human resource lens, we advance comprehensive model depicting three firm-level ambidexterities as key performance drivers that help achieve bottom-line outcomes. Specifically, focus (1) skill-enhancing practices (i.e., selection, training), which ensure employees have relevant service-sales knowledge, skills, and abilities; (2)...

Sales managers often take on the dual responsibilities of managing a sales team and selling to customers. This practice raises questions about how managers' time allocation activities affects performance. Building qualitative findings, this research first highlights categorizes that are regularly competing for limited resources today's managers. Our results reveal prevalence taking "hybrid" approach their teams by allocating toward both activities. Through resource lens, we investigate...