A number of recent research studies have demonstrated the presence of a positive link between customer-contact employees’ work satisfaction and customer satisfaction However, existing studies have largely neglected describing conditions under which the link between these two constructs is stronger or weaker The authors of this study argue that certain customer characteristics (such as customer trust, customer price consciousness, and the importance of product/service to the customer) and salesperson characteristics (such as empathy, expertise, and reliability) moderate the relationship between salespeople’s work satisfaction and customer satisfaction Balance theory is used to justify the hypotheses of the study Tests of the hypotheses are based on a dyadic data set collected across manufacturing and services industries in a business-to-business context Results reveal that the link between work satisfaction and customer satisfaction is systematically moderated by the salesperson and customer characteristics under consideration © 2005 Wiley Periodicals, Inc

Exploring the Conditions Under Which Salesperson Work Satisfaction Can Lead to Customer Satisfaction

This report looks at the extent of burnout experienced by workers in the EU, based on national research. As a starting point, the report sets out to consider whether burnout is viewed as a medical or occupational disease. It then examines the work determinants associated with burnout and looks at the effects of burnout, including psychosocial and physical work factors, work intensity and work organisation. It also reviews national strategies and policies regarding this issue, the involvement of the social partners in the current debate, as well as preventive actions currently in place.

Burnout in the Workplace: A Review of the Data and Policy Responses in the EU

While most scholars debate the importance of doing things to improve the quality of the buyer–seller relationship and investigate the positive side of salesperson’s behavior, little is known about salesperson’s negative behavior or what causes it. In this study, social undermining theory is employed to investigate how a variety of social undermining behaviors influence salesperson deviant behavior. A sample of 469 frontline bank employees responded to a questionnaire. Structural equation modeling and moderated regression were used to test the model, which produced results suggesting that various types of social undermining affect deviant behavior by influencing employee emotional exhaustion. The results also show that salesperson motivation moderates the effect of emotional exhaustion on deviant behavior.

Exploring the Impact of Social Undermining on Salesperson Deviance

This paper empirically investigates what determine bargaining power between a lender and a borrower who have continuing transactional relationships. Bargaining power is proxied by which side of the transaction, i.e. the lender or the borrower, usually incurs a shoe-leather cost when they have contact. The proxy is regressed on three types of variables that can potentially determine distribution: (i) lender's competition, (ii) the degree of informational asymmetry between the two parties, and (iii) borrower performance. Consistent with theoretical predictions, we find that intensive lender competition and borrowers' good performance increase the likelihood of the lender incurring the cost, or the borrower's power. We also obtain evidence suggesting that some lenders enjoy a status of informational monopoly and capture borrowers.

Empirical Determinants of Bargaining Power

Svrha ovoga doktorskog rada je teorijski i empirijski istražiti koncept i mjerenje unutarnje kvalitete usluge u hotelijerstvu. Glavni cilj istraživa

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Koncept i mjerenje unutarnje kvalitete usluga u hotelijerstvu

Job burnout is a multidimensional construct that has been linked to a number of negative consequences among which decreased job satisfaction plays an important role. Burnout frequently occurs in client-centered professions, such as the sales profession. There is little research focused on this issue in the sales field, especially outside the USA. The main aim of this paper is to investigate the influence of three burnout components of job satisfaction among salespeople. Present research suggests that emotional exhaustion and personal non-accomplishment negatively influence job satisfaction among salespeople, whereas depersonalization does not.

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The Relationship Between Job-Related Burnout and Job Satisfaction in Personal Selling

Purpose – The purpose of this paper is to investigate the impact of internal marketing and empowerment on new product selling and sales innovativeness. The link between sales innovativeness and new product selling was studied as well. Design/Methodology/Approach – Data was collected through a questionnaire aimed at sales professionals. PLS structural equation modeling was applied to analyze the data. Findings and implications – The results show that internal marketing (IM) and empowerment positively affect new product selling and sales innovativeness. A link between sales innovativeness and new product selling was not found. The current study highlights new relationships among different constructs (e.g. internal marketing, empowerment, new product selling and innovativeness) in the sales context. Due to the above-mentioned linkages, top, sales and new product development managers can plan internal marketing activities and empower their salesforce, thus gaining better new product commercialization and enhancing their innovativeness. Limitations – The current study has few limitations. Due to the survey sample size, it was not tested for unobserved heterogeneity. With regard to the link between sales innovativeness and new product selling, it would be recommended to include moderator and mediator variables. Other antecedents of new product selling and sales innovativeness should be investigated as well. Originality – The paper identifies the relationships among constructs in the sales context which, to the best of the authors’ knowledge, have not been subject of previous research and have received limited attention in the literature.

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Can New Product Selling and Innovation in Sales Be Improved by Using Internal Marketing and Empowerment

Although the internal marketing concept emerged in the 1970s from service marketing, it has not been widely accepted in the business environment. One of the reasons lies in the fact that the concept and the components had not been precisely defined. The purpose of this paper is to assess the extent of the acceptance of the internal marketing philosophy in the Croatian financial sector and to identify the components of internal marketing. The conducted research highlights that the acceptance of the concept in the Croatian financial sector is mediocre. This confirms the insufficient application of the concept in practice. The study findings also suggest that internal marketing is perceived through three dimensions, e.g. development and communication to employees, rewarding and training and organization’s vision. These findings underline the issue that managers have to take into consideration when designing internal marketing programs, in order to achieve IM objectives. Furthermore, this study contributes to the literature by determining the components of the internal marketing that are somewhat different of the components indicated by previous research.

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Application of the internal marketing concept in the croatian financial sector

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The Impact of Internal Knowledge Sharing on Sales Department’s Innovativeness and New Product Commercialization

Job burnout represents a serious contemporary problem. Social support from the supervisor may have the potential to attenuate the effects of burnout. The purpose of this paper is to investigate the influence of the sales manager support on the perceived level of all facets of burnout. The study findings suggest that positive manager support negatively influences the perceived levels of emotional exhaustion and personal non-accomplishment and has no influence on the depersonalization components of burnout. The highlighted relationships can help sales managers in their attempts to reduce burnout among their salespeople by providing them more social support. The results may also encourage organizations and policy makers to provide resources and take actions focused on enhancing manager supportive skills in order to reduce the negative burnout effects.

http://www.ocerint.org/adved15_epublication/papers/114.pdf

Erik Ružić

Papers

The Relationship Between Job-Related Burnout and Job Satisfaction in Personal Selling

Can New Product Selling and Innovation in Sales Be Improved by Using Internal Marketing and Empowerment

Application of the internal marketing concept in the croatian financial sector

The Impact of Internal Knowledge Sharing on Sales Department’s Innovativeness and New Product Commercialization

Salesperson burnout: exploring the link with the manager support