Consequences of sales management control in field sales organizations: a cross-national perspective

In this study we explore the effects of behavior-based sales management control on salesperson characteristics, salesperson performance and sales organization effectiveness with data collected from field sales managers in Australia and Austria. Considering this cross-national perspective, knowledge should be added to the limited international sales management literature. The study findings provide strong support for positive relationships between behavior-based control and salesperson characteristics, salesperson outcome performance, and sales organization effectiveness. The results offer encouraging support of the cross-national relevance of the sales management behavior-based control model.     

Sales management: Learning and innovation in Japan

Abstract

The purpose of this study was to examine ways to promote learning, based on four empirical studies of salespeople and sales departments in Japan. First, analyses of survey data of 192 real estate salespeople indicated that customer- and goal achievement-oriented sales beliefs enhanced experiential learning at work. Second, analyses of data of 193 sales departments indicated that customer orientation in sales departments promotes innovation by facilitating task conflict and preventing process conflict. Third, analyses of survey research of 199 sales departments indicated that behavior-based and knowledge-based management control systems are effective at promoting learning and innovation. Finally, a case study of Nippon Boehringer Ingelheim (NBI) revealed several ways to facilitate learning using a behavior-based sales management control system. Theoretical implications for sales management systems were examined.     

Influences of Managerial Drivers on Export Sales Units’ Performance of Small and Medium-Size Enterprises

ABSTRACT

This report offers a contribution to the theories related to firms' export performance. Job satisfaction and behavioral and outcome performance of export managers have received attention in export literature. However, the relationships between export managers’ rewards system and the level of export managers’ morale with export managers’ job satisfaction, behavioral and outcome performance, and export sales units’ performance of small and medium-size enterprises have not thoroughly been examined, tested, or validated. A new model is developed based on export managerial psychology theory, which integrates two constructs, the export managers’ rewards and level of morale, as critical variables affecting export performance. The research findings suggest that four connected relationships in a PLS model are positive, significant, and substantial. Particularly, managers’ financial and nonfinancial rewards influence managers’ level of morale, which in turn affects managers’ behavioral performance, and managers' behavioral performance influences managers’ outcome performance, which, finally, affects firms’ export performance.     

Predictors of export performance in developing economies: a longitudinal analysis of Moroccan SMEs

Purpose: To help increase understanding of the export performance, we investigate the influence of firm size, research and development (R&D), advertising expenditures and network relationships, and develop a conceptual model to increase export intensity. Design/methodology/approach: The research involved a four-year longitudinal study of export performance of 168 exporting SMEs in Morocco (672 observations). The two-stage least square estimation (G2SLS) was used to test the hypotheses. Findings: The findings of the two-stage least square estimation (G2SLS) suggest that export sales and domestic sales are interdependent and influence each other. R&D expenditures and network affiliation have positive and significant impact on export sales, while advertising expenditure has a negative and significant influence on export sales. Research limitations/implications: Readers should use caution in generalizing the findings unless verified in other developing contexts. Practical implications: The findings of this study are useful for managers and export policy makers in developing countries. A proper understanding of the predictors of export performance may help them encourage the growth and diversification of exports that is so vital for developing countries. Originality/value: Export performance is a key element in the field of international marketing. Unfortunately, the literature exhibits a lack of empirical studies in developing countries, particularly in Maghreb regions. The empirical testing of the theoretical model in a developing economy is a significant contribution to fill the needed gap in the literature toward generalizing findings.     

Managerial assessments of export performance: What do they reflect?

Export performance is often measured by managers’ subjective assessments, but little is known about what such assessments reflect. This article addresses this gap in the literature by analyzing the association between subjective and objective measures of export performance. We examined which aspects managers take into consideration when subjectively assessing the export performance of their firm. We also examined whether managers’ assessments had any predictive power concerning the future development of their firm’s export sales.Our empirical evidence is based on Norwegian small and medium-sized enterprises operating mainly in business-to business markets. Our analyses show that managers’ subjective assessment of export performance at the firm level is significantly associated with the percentage of the total firm sales that are exported. This is true for assessments of economic as well as non-economic performance. Subjective assessments, however, were not associated with actual export sales levels or with export growth.     

Learning-Oriented Sales Management Control: The Case of a Pharmaceutical Company

ABSTRACT

Purpose: The primary goal was to identify organizational conditions for developing a learning-oriented behavioral control system, an issue that has been neglected in previous studies.

Design/Methodology/Approach: The authors conducted a case study of Nippon Boehringer Ingelheim (NBI).

Findings: We found that a behavior-based sales management control system facilitates learning by salespersons when 1) the focus is on skill development, 2) fewer key performance indicators are being used, and 3) supportive supervision and knowledge sharing are promoted.

Research Limitations: Because this was a single case study, it is necessary to investigate other cases in other countries and to compare the results with those of NBI to develop theories about learning-oriented behavior control systems.

Practical Implications: In the early stages of sales reform, sales managers and medical representatives should not use multiple process indicators for multiple evaluations; rather, they should use a small number of process indicators (e.g., number of visits per day) so that all individuals concerned about a problem can share information and promote improvement.     

Firm Characteristics and Managerial Perceptions of NAFTA: An Assessment of Export Implications for U.S. SMEs

The North American Free Trade Agreement (NAFTA) may present significant opportunities or significant threats for small and medium–sized firms based in the U.S. Arguments are developed that explore the relationship among four internal firm characteristics and managers' perceptions of NAFTA. Managers' perceptions of NAFTA are measured as either favorable or unfavorable. The firm dimensions examined are strategy, performance, export experience, and size. The findings imply that managers' exhibiting favorable perceptions of NAFTA are related positively to differentiation strategy, performance, export experience, and size. A cost–leadership strategy demonstrated no discernable relationship with regard to perceptions about NAFTA. Implications and directions for future research are discussed.     

The impact of human resource management on export performance of Chinese manufacturing enterprises

Export growth has been a major contributor to the economic development of China. Underpinning this growth was the development of special economic zones, the reform of SOEs, and the adoption of new models of human resource management. Few empirical studies, however, have been conducted to explore the effects of human resource management on the export performance of Chinese firms. This was the purpose of this study. Based on a survey of 96 SOEs in four special economic zones, the research found that human resource management had a substantial impact on enterprise performance as measured by export growth and the percentage of export sales. The article concludes by suggesting avenues for future research. © 2003 Wiley Periodicals, Inc.     

The role of independent intermediaries: The case of small and medium-sized exporters

The article examines how small and medium-sized exporters collaborate with intermediaries in foreign markets by studying the level of control, i.e. the delegation of decisions rights and task solution. It goes one step further than previous research, since it examines degrees of control and participation rather than just discrete types of intermediary modes (agents, importers, dealers, etc.). Associations with performance as well as the role of product and distributor characteristics are analyzed.Empirical data based on a sample of product-market ventures in 227 small and medium-sized Norwegian export firms are analyzed by a structural equation modelling approach. The article provides empirical evidence that managers keep control of decision making to an extent that may have a negative impact on export performance. The empirical study indicates that firms should participate more in task solution but less in decision making in their collaboration with foreign intermediaries.     

Salesperson's listening in buyer–seller service relationships

Research has consistently shown that salesperson's active listening behavior leads to strong sales performance. Yet the influence of management policies on listening has received very limited attention, and prior research linking listening to customer retention has led to mixed findings. This study examines how listening is enhanced through control systems and the influence of listening on customer retention in a service context. Dyadic data from salespeople and their customers show that a behavior-based control system (measured as a second-order construct) positively influences listening and the salesperson's customer orientation totally mediates the influence of listening on customer commitment to the salesperson and loyalty to the service company. Our findings indicate that listening is a necessary but not sufficient condition for assuring relationship development. More specifically, customer orientation is the generative mechanism through which listening is able to influence customer retention. Theoretical and practical implications are discussed.     

Building Shopping Arousal through Direct Marketing in Retail Environment

This article attempts to analyze behavioral drivers which influence consumers’ leisure shopping behavior and measure customer value through empirical investigation in Mexico. The study reveals that outsourced salespeople significantly stimulate customer interest toward buying products and trigger shopping arousal. Product attractiveness and pre-purchase arousal generated by the sales promoters influences consumer buying decisions. The study reveals that pre-purchase arousal is felt by the consumers through product advertisements, inter-personal communications, and product simulations provided by the sales promoters. Consumers experience post-purchase arousal as an extended benefit associated with purchase of the product.     

International Export Orientation and Firm’s Performance: Evidence from Enterprise Survey Data of India

This study aims at analyzing the performance of firms by international export orientation vis-à-vis domestic orientation, based on World Enterprise Survey Data of 9,281 firms of India. Simple statistical techniques such as chi-squared test, ANOVA, and regression model have been used to analyze the data with the help of SPSS version 20.0. Chi-square statistics indicate that there is significant difference in enterprise characteristics by business orientationdomestic versus export-oriented businesses. Result of the ANOVA indicates a significant difference in business performance between export versus domestic orientation of firms in terms of sales and employment growth rates. Export-oriented enterprises perceive comparatively fewer obstacles than domestic enterprises. Regression analysis indicates that enterprise characteristics, performance indicators, and business obstacles have influence on export orientation of the firms. This study provides insights on differences in firms’ performance across business orientations and factors affecting the internationalization of business. This study can be helpful in designing policies for promoting export-oriented enterprises in a focused manner.     

Geography,knowledge spillovers and small firms’ exports: an empirical examination for The Netherlands

This study examines the impact of external and internal scale economies on the decision to start exporting and the level of exports of innovating firms. Based on new trade theory, increasing returns to scale—both internal and external scale economies—are considered an important source of comparative and competitive advantage. The empirical analysis of (small) innovating firms in The Netherlands leads to two main findings. First, firms that are located in technical Marshallian clusters seem less inclined to become exporters. Availability of technical knowledge alone does not help to reduce entry costs that come with the decision to export and/or marketing and sales costs in order to achieve a higher export performance. Second, firms that experience difficulties in appropriating innovation rents due to labour poaching also seem to be less inclined to become exporters. The explanation for this second finding is the importance of outgoing knowledge spillovers, which is particularly relevant for small, product innovating firms. This reduces their probability to export. However, if firms export, the knowledge leaking argument is not valid for the export performance of the firm.     

Standards and export performance in developing countries: Evidence from Pakistan

Several studies have analyzed the exporting pattern and performance of firms located in a developing country. However, there is limited work on the impact of standards on the performance of developing country exporting firms. This paper uses data from Pakistan to assess the effects of ISO 9000 certification on export sales and share of exports (relative to domestic and export sales) for textiles and the agro-food sector. As certification is not randomly assigned but there is ‘self-selection into treatment’, we use propensity matching methods to estimate the causal effect of certification on the change in the firms' value of export sales between 2000 and 2004. The results show that export performance is positively correlated with ISO 9000 certification.     

Customer Relationship Management (CRM)'s Impact on B to B Sales Professionals' Collaboration and Sales Performance

Purpose: Sales literature has traditionally considered technology adoption from acceptance and diffusion perspectives. This article examines the impact of customer relationship management (CRM) technology on business-to-business (B2B) sales professionals' ability to collaborate with internal stakeholders and also assesses the relationship between CRM utilization and sales performance. The study moves from assuming that CRM utilization positively impacts salesperson effectiveness and performance to assessing this outcome from the perspective of the salesperson.

Methodology: A survey that was comprised of four scales was sent to 115 B2B sales professionals and usable surveys were received from 70 respondents. The data were analyzed using partial least squares regression to test the hypothesized paths. Partial least squares regression has been shown to work for small sample sizes.

Findings: There is empirical evidence that CRM adoption and utilization positively impacts sales performance, sales effectiveness, and collaboration. As a partial mediator, collaboration positively influenced CRM utilization's effect on sales performance. However, collaboration did not positively influence sales process effectiveness. Explanations of the findings are offered.

Managerial Implications: Sales managers can use CRM technology to make their sales team more effective and efficient. Second, increased collaboration across the firm positively mediates sales performance. Lastly, to increase collaboration, sales managers should stress that CRM leads to higher performance for both the sales team and the entire firm.     

Customer showrooming behavior,customer orientation,and emotional labor: Sales control as a moderator

Despite the popularity of customer showrooming behavior (CSB), few studies have investigated how this phenomenon affects salespeople's sales behavior. To answer this research call, we explored the effect of CSB on customer orientation (CO), as they are associated with emotional labor (EL) and perceived sales control as a moderator. We gathered data from 397 salespeople in South Korean department stores. Our study showed that CSB affected deep acting negatively by reducing CO. Perceived outcome-based sales control enhances CSB's negative impact on CO. Nevertheless, perceived behavior-based sales control does not moderate the relationship between CSB and CO. Our results indicate that supervising salespeople using outcome-based control only worsens the effect of CSB on salespeople who combat CSB.     

Work–family conflict in the sales force redux: A compendium of influencers

Abstract

Selling is a primary function of channels of distribution with sales managers and salespeople markedly influencing channel success. Recently, salesperson work–family conflict has become a major concern, owing to its potential for adversely affecting sales force performance and thus impairing associated channel success. It has been extensively investigated in industrial-organizational (I/O) psychology, but sales scholars’ interest in it remains in the incipient stage. Whether findings from non-sales contexts are portable to a selling milieu remains an empirical question. This article presents an array of organizational- and managerial-related, individual job-related, individual person-related, technology-related, and contemporary selling environment-related factors that have been found to be or are logically associated with salesperson work–family conflict. The article thus seeks to facilitate sales researchers’ and practitioners’ efforts in undertaking empirical work and assisting salespeople to manage such conflict. To date, no previously published work has engaged in this charge.     

When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension

Marketing literature emphasizes the importance of organizational identification in the sales force. However, empirical research has so far focused on the separate analysis of the consequences of either sales managers’ or salespersons’ organizational identification, largely ignoring their interactive effects. This study seeks to address this research void by exploring the phenomena of organizational identification agreement and organizational identification tension in the sales manager–salesperson dyad. In contrast to organizational identification agreement, organizational identification tension occurs in a sales manager–salesperson dyad if the sales manager and the salesperson differ in the strength of their organizational identification. Analysis of a triadic data set using hierarchical linear modeling supports the authors’ hypotheses that increasing the level of organizational identification agreement is beneficial but increasing organizational identification tension can have severe negative consequences for the satisfaction of a salesperson's customers and the salesperson's performance. The study additionally explores how sales managers’ leadership styles (charismatic vs. transactional), combined with the appropriate control system (behavioral vs. outcome control), can be effective in avoiding organizational identification tension.     

Go big or stay home? Korean machinery firms,trade fair dynamics and export performance

With heightened global competition, many manufacturers export as a process by which to increase sales and expand into new markets. South Korean manufacturers export in order to expand outside of a small domestic market, but confront the constraints of many exporters (especially smaller firms), including access to market intelligence and geographically distant prospective customers. This article examines efforts by machine tool manufacturers to minimize the friction of distance involved with exporting through the use of international trade fairs. Analytical emphases are placed on the influence of individual export destinations and on the role of firm size vis-à-vis firm export intensities and overall export strategies and motivations.     

Firm-level volatility and exports

This paper shows that the share of exports in the total sales of a firm has a positive and substantial impact on the volatility of its sales. Decomposing the volatility of sales of exporters between their domestic and export markets, I show using an identification strategy based on a firm-specific geographical instrument that firms with a larger export share have more volatile domestic sales and less volatile exports. These empirical patterns can be explained using a model in which firms face market-specific shocks and short-run convex costs of production. In such a framework, firms react to a shock in one market by adjusting their sales in the other market. I point to strong evidence that output variations on the domestic and export market are negatively correlated at the firm level. This result casts doubts on the standard hypothesis that firms face constant marginal costs and maximize profits on their different markets independently of each other. Furthermore, it points to the caveat that sales volatility on a particular market only gives limited information about the size of shocks on that market.