Showing papers in "Journal of Personal Selling and Sales Management in 2015"

Qualitative sales research: an exposition of grounded theory

Abstract: The dominant research paradigm in sales research involves testing theory through empirical research. Nascent or underdeveloped research areas, however, may lack or have inadequate existing theories to explain sales-related phenomena. In these cases, sales researchers require a theory-generating methodological approach. Qualitative research designs are useful in this pursuit. The purpose of this article is to provide an exposition of one such qualitative research design – grounded theory. To this end, the foundational processes of grounded theory methodology are discussed. The results of a review of grounded theory examinations conducted in sales research are also provided, and current practices utilized by sales grounded theorists are discussed. Based on this review, future directions in substantive areas and methodological practices are provided. This article aims to serve as a resource for sales scholars wishing to know what grounded theory examinations have been conducted, how to implement grounded the...

Servant leadership and ethics: a dyadic examination of supervisor behaviors and salesperson perceptions

Abstract: This study uses dyadic data from 145 salespeople paired with their managers to investigate relationships among servant leadership, ethical work climate (EWC), behavior control, trust in supervisor (TS), and salesperson performance. The manuscript tests a conceptual model based on precepts from servant leadership, the services climate concept, and the EWC notion. Research findings show that servant leadership behaviors from management (SLMB) impact salesperson performance through a mediating process that involves servant leadership perceptions from the salesperson (SLSP) and EWC. Results also show that (1) behavioral control moderates the impact of SLMB on SLSP and (2) TS moderates the impact of SLSP on EWC.

Leadership style, salesperson's work effort and job performance: the influence of power distance

Abstract: As multinational organizations increase operations in emerging economies, firms need to understand how cultural values prevailing in a host country can influence leadership practices developed and practiced in Western economies. This study explores the relationships among leadership styles and salespeople's attitudes and behaviours with data from salespeople in India with power distance measured at the individual level. Results suggest that for employees' instrumental leadership is more effective in promoting employee effort and increasing job performance. In addition, the relationship between satisfaction with supervisor and turnover intentions is weaker or insignificant, while the relationship between satisfaction with supervisor and effort is stronger for employees in higher power distance organizations. The study highlights cultural sensitivities that need to be considered in formulating an effective leadership style in emerging market contexts.

Influence of the ethical servant leader and ethical climate on customer value enhancing sales performance

Abstract: An increasing interest in sales ethics research in recent years is clearly apparent. In response to growing questions of uncertainty, this study examines the influence of an ethical leadership style, servant leadership (SL), and the existence of a caring ethical climate (CEC) on salesperson performance and the extension of those ethical values to customers. SL has emerged as a critical leadership style and has been shown to affect the organization's ethical level, person–organization fit, organizational commitment, and turnover intention of salespeople as well as predict additional variance above and beyond that of other leadership styles such as transformational leadership.. This paper extends previous sales ethics research by examining SL's impact on customer value creation. Results from a sample of 279 business-to-business salespeople suggest that SL affects salespeople's value enhancing behavior performance (VEBP), as well as their outcome sales performance. In addition, CEC perceptions moderate the r...

Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager

Abstract: Within the domain of sales ethics, researchers are increasingly challenged to adopt a focus on the emotional elements of sales and ethics. However, previous research has primarily examined the more rational, deterministic element of sales, and ethics-based relationships. The current research addresses this issue. We develop a model based on the person–situation interaction viewpoint of ethics. Specifically, we explore the effects of a key social emotion, empathy, as well as an important situational aspect, trust in one's sales manager, on ethical behaviors. Further, we examine the moderating role of the salesperson's trust in his/her manager on the link between empathy and ethical behaviors. In addition, we examine the impact of the salesperson's ethical behaviors on his/her performance. Using dyadic data collected from salespeople and their respective managers, we test the model through SEM analysis. Results support the direct effects of empathy on ethical behaviors and also highlight the interactive eff...

The impact of salesperson customer orientation on the evaluation of a salesperson’s ethical treatment, trust in the salesperson, and intentions to purchase

Abstract: Previous research suggests that salespersons’ customer orientation can impact the effectiveness and outcomes of their selling interactions with customers. The purpose of this exploratory research was to create a foundation (based on prior results) for more comprehensive future work investigating customer judgments of a salesperson based on observed behaviors. Specifically, this study assessed whether a salesperson’s relational customer orientation (compared to a functional orientation) could trigger improved evaluations of a salesperson’s ethical treatment of a customer, increased trust in the salesperson, and stronger intentions to purchase. The relationships among perceptions of ethical treatment, trust, and purchase intentions were also explored. Using data collected from a large sample of working professionals, the results indicated that a relational selling approach resulted in increases in the three indicators of sales effectiveness. Additionally, perceived ethical treatment was positively related t...

Influencing the salesforce through perceived ethical leadership: the role of salesforce socialization and person–organization fit on salesperson ethics and performance

Abstract: With today's emphasis on building strong customer relationships in the business-to-business sales environment, appropriate leadership is necessary to instill ethical and provide the proper guidance among employees to ensure ethical decision-making and improve sales performance. This research examines the role of perceived ethical leadership as it relates to both formal and informal marketing control mechanisms (i.e. salesforce socialization) that influence person–organization fit, and how this fit relates to salesperson unethical intent and performance. Results from a study of 408 business-to-business salespeople suggest that perceived ethical leadership both directly, and indirectly via salesforce socialization, affects salesperson ethical values person–organization fit, which in turn affects salesperson performance. Based on these findings, both theoretical and managerial implications are provided, as well as directions for future research.

Rogues in the ranks of selling organizations: using corporate ethics to manage workplace bullying and job satisfaction

Abstract: The literature recognizes that the sales profession is an inherently competitive and self-interested occupation that can be negatively impacted by deviant behavior and rationalizations of unethical conduct. The unique boundary-spanning nature and autonomy of such work means that there is often little management oversight of sales professionals' behavior, which may lead to misbehavior and poor work attitudes. Yet, evidence suggests that the development of corporate ethical values (CEVs) can mitigate concerns about unethical conduct, suggesting that these principles might be used to reduce workplace bullying and enhance job satisfaction. Using a self-report questionnaire, information was collected from national and regional samples of selling professionals employed in different organizations located in the USA (N = 356). While controlling for the effects of sampling and social desirability, results indicated that increased communication of an ethics code was associated with stronger perceptions of CEVs, whi...

Contingent cross-selling and up-selling relationships with performance and job satisfaction: an MOA-theoretic examination

Abstract: Cross-selling and up-selling are common sales strategies firms use to increase the revenue their salespeople garner from customers. However, these sales approaches are difficult to implement and a large percentage of these programmes fail. Examinations of cross-selling and up-selling traditionally rely on transactional databases which do not assess the salesperson's orientations and attitudes. To overcome this limitation, the authors capture the behavioural tendencies towards cross-selling and up-selling by salespeople and embed them within a motivation-opportunity-ability (MOA) theoretical framework. Variables which fit an MOA categorization moderate the efficacy of cross-selling and up-selling on performance and job satisfaction. Using a multi-industry sample of 224 business-to-business salespeople, findings indicate a unique subset of factors differentially interact with cross-selling and up-selling in predicting performance and job satisfaction.

The influence of organizational and functional support on the development of salesperson job satisfaction

Abstract: This article investigates whether organizational and functional support (OS and FS) provided to the sales force are distinct determinants of salesperson job satisfaction. We examine whether salesperson trust in their supervisor and in the organization serve as mediating mechanisms through which OS is translated to salesperson job satisfaction. Using data from 157 salespeople in a health care field setting, we explore the relationship between OS and job satisfaction as mediated by trust and moderated by the extent of FS provided to salespeople. Study results were consistent with the hypothesized conceptual scheme of moderated mediation, in that FS moderated the indirect effect of OS on job satisfaction through trust in organization but not through trust in supervisor. These findings broaden current understanding of relationships among trust, OS and job satisfaction and illustrate that the OS–salesperson job satisfaction linkage is more nuanced than previously depicted. This study has important implications...

Broadening the application of mixed methods in sales research

Abstract: Mixed method research designs can be extremely useful in extending knowledge in the sales domain. A bevy of mixed method designs are at the disposal of sales researchers seeking to reap the benefits of this combination of research approaches. However, application of mixed methods in sales research has been rather limited, focusing primarily on exploratory sequential designs. The purpose of this article is to provide an exposition of mixed method research in the sales domain and offer avenues of extension that employ underutilized mixed methodological approaches. Accordingly, a definition of mixed methods along with its benefits and drawbacks is espoused followed by guidance in conducting mixed method research. A review of sales-related mixed method studies is then provided and articles containing both quantitative and qualitative methods are analyzed to glean insight on the state of mixed methods research in sales. Future avenues for mixed method research are then provided focusing on best practices and t...

Panacea or paradox? The moderating role of ethical climate

Abstract: The importance of ethics in sales organizations is well documented, but there are still questions about how ethics interact with firms and individuals. In a study of salespeople in professional sports, we examine how ethical climate affects the relationship between individual variables, such as motivation for pay or recognition, customer or selling orientation, and self-efficacy, and the outcomes of job satisfaction and performance. The findings are mixed, with ethical climate moderating the effects of some individual variables on job satisfaction and but no moderating effect on performance. Managerial implications and directions for future research are provided.

Trends in optimization models of sales force management

Abstract: In the last half-century, significant advances have been made in directing sales force behavior with the use of optimization and decision models. The present paper both presents the current state-of-the art in sales force decision modeling, and also discusses key issues and trends in contemporary modeling of relevance to sales force researchers. The paper begins by exploring critical concepts regarding the estimation of the sales response function, and then discusses critical problems of endogeneity, heterogeneity, and temporal variation that are faced by modelers in this task. Modern approaches to dealing with these issues are presented. We then discuss areas of importance concerning finding model solutions, including closed form versus simulation, and optimization versus heuristic solutions. The paper next moves to areas of practical importance where models can help, including call planning, sales force size, territory allocation, and compensation design. Finally, we discuss trends that will likely impa...

Formal salesforce controls and revenue production: a meta-analysis

Abstract: Using data from 39 empirical studies with a cumulative sample of 6678 respondents from multiple countries, this meta-analysis examines the influence of the two main types of formal salesforce controls – behaviour and output – on salespeople's revenue performance. The authors employ Hierarchical Linear Modeling as well as Path Modeling to analyse the data. The findings show that both behaviour and output controls have a positive impact on revenue outcomes, although the average effect sizes are small. Interestingly, the effect of the former is greater than the latter. Also, the two types of controls are positively related to each other, suggesting the merits of treating them as two separate control mechanisms rather than two ends of a continuum, and also highlighting the need to control for one when estimating the effects of the other. Although the relationship between behaviour control and revenue is higher when the analysis is conducted at the organization level as opposed to individual level, the effect ...

Does choice of sales control conceptualization matter? An empirical comparison of existing conceptualizations and directions for future research

Abstract: Sales controls represent an important area of sales research. Unfortunately, knowledge to date tends to be fragmented in that prior work has followed one of the two notable conceptualizations which, however, take a different route to studying sales controls: the Oliver and Anderson (O&A) index and the Jaworski and Colleagues (J&C) measures. Consequently, important questions remain unaddressed: Does choice of sales control conceptualization matter to sales research? What is the degree of similarity between the two conceptualizations and how do they compare against measurement qualities and effects on performance? Drawing on a unique dataset that matches survey data to objective, time-lagged, firm financial performance data, we reveal that choice of sales control conceptualization matters. Surprisingly, unlike current assumptions, the O&A index, is equally related to J&C's output and process controls whereas it reflects both formal and informal types of control. Analyses show that at least some components o...

Salesperson–brand relationship: main dimensions and impact within the context of private brand retailing

Abstract: Private branding is considered one of the most effective and efficient influencers of retailers’ return on investment in their fiercely competitive industry. However, no study to date has examined these brands’ impact on salespeople's motivation and commitment to their own employer. This study, based upon extensive qualitative and quantitative research, shows that salespeople's relationships with their private brands can be influential in increasing their selling motivation and organizational commitment. Toward this end, our study first identifies the three important dimensions of salesperson–brand relationship (affect, trust, perceived customer recognition due to the brand) and develops their measures. Second, the findings show that salesperson–brand relationships, which exist between the retail frontline employees and retailers’ private brand, strongly influence sales motivation and firm commitment with a moderating influence of role clarity regarding management's expectations from its salespeople.

Abusive supervision, distributive justice, and work-life balance: perspectives from salespeople and managers

Abstract: Perhaps in no other field is the employee–manager relationship as important as in sales. Given the performance-driven nature of the profession, firms seek managers who can optimize individual performance while providing a work environment that leads to satisfied employees. Using data collected from salespeople and sales managers, this study suggests that abusive supervision is one factor which negatively impacts both of these goals. Integrating justice theory within a sales management framework, we advance that abusive sales managers alter perceptions of workplace fairness. In turn, this perceived justice negatively impacts life satisfaction of not only salespeople experiencing the abuse but of managers administering it. Further, an unjust workplace established by an abusive manager can actually have detrimental effects on selling performance. Finally, we uncover normative and continuance commitment as factors that can suppress this negative relationship. If salespeople believe that job is a necessity or ...

Implicit measures in sales research

Abstract: Though implicit measures are identified as a valuable technique to measure latent constructs in many domains of inquiry, these measures are seldom used in sales research. This manuscript provides an overview of implicit measurement techniques and examines the potential for expanded application by sales researchers. The authors review the uses and advantages of implicit measures and bring to light specific contexts where implicit measures may provide added contributions to sales research. Specific applications of implicit measurement are identified and sales-related applications are advanced. Further, an exposition and review of the most commonly used implicit measurement technique in marketing research, the Implicit Association Test, is provided. Based on this review, additional research opportunities for future investigation using implicit measurement in sales research are offered.

Salesperson directive modification intention: a conceptualization and empirical validation

Abstract: Salespersons represent an important and challenging set of employees for organizational management. Given frequently high autonomy levels and varied job roles, boundary spanning agents have ample opportunity and motivation to modify/ignore organizational directives. Based on a multi-theoretical perspective, this research sets forth a three-dimensional conceptualization of directive modification intentions and develops and empirically tests a scale designed to better explain this phenomenon while empirically validating its occurrence. Results indicate that boundary spanners have three distinct and relatively stable motivations for modifying/ignoring organizational directives, including customer-, organization-, and self-focused motivations, and that each motivation may potentially relate differently to important antecedent and outcome variables. Managerial and theoretical implications are discussed.

JPSSM – Ethical Issues in Sales Decision Making

Abstract: Most leading organizations no longer debate the legitimacy of a strong role for ethics in guiding their sales organizations’ activities. Successful and sustained sales organizations share a univers...