The impact of supervisory adaptive selling and supervisory feedback on salesperson performance

The paper investigated the moderating effects of supervisory adaptive selling behaviors on the feedback-performance relationship in industrial salespersons. A conceptual model was developed and three research hypotheses were empirically examined. The data were collected via a survey of a national random sample of industrial salespersons in US. The results indicated that adaptive selling behaviors by sales managers moderated the effects of positive behavioral feedback on salesperson performance. Positive output feedback had a significantly positive effect on salesperson performance, whereas negative feedback (output and behavior) was unrelated to salesperson performance. Thus, sales managers can improve the productivity of their salespeople by demonstrating adaptive selling techniques while providing positive feedback to them. Managerial implications were discussed.     

Toward a framework for mixed-gender selling teams and the impact of increased female presence on team performance: Thought development and propositions

Team selling and the increasing representation of women in the sales force are two current trends contributing to the complexity of managing the sales environment, yet little work exists investigating the impact of women on selling team performance. This paper anchors on cognitive resource diversity theory and integrates relevant prior research to propose a new proposition-driven framework that explains why gender diversity of team members improves team performance. Specifically, we provide evidence to suggest that the addition of females to all-male selling teams should positively impact team performance by reducing the average turnover rate of high performers within the team; by enhancing relational skills, organizational citizenship behaviors, and shared leadership within the team; and by building on the favorable effects associated with team heterogeneity. We also consider the moderating effects that potentially deeply ingrained connections among members of all-male teams may have on changes in team gender composition, as well as the importance of a culture of organizational inclusion on the favorable effects of team heterogeneity overall. Managerial implications of increased female presence on teams are proffered, along with suggested next steps in research and limitations of the present conceptualization.     

The contingent effects of top management teams on venture performance: Aligning founding team composition with innovation strategy and commercialization environment

How does the relationship between founding team composition and venture performance depend on the venture's strategy and business environment? Using data from a novel survey of 2,067 firms, we show that while diverse founding teams tend to exhibit higher performance, this is not universally true. We find that founding teams that are diverse are likely to achieve high performance in a competitive commercialization environment. On the other hand, technically focused founding teams are aligned with a cooperative commercialization environment and when the enterprise pursues an innovation strategy. These results are robust to corrections for endogenous team formation concerns. The findings suggest that ventures cannot ignore founding team composition and expect to later professionalize their top management teams to align with their strategy and environment. Copyright © 2013 John Wiley & Sons, Ltd.     

Exploration versus exploitation: Emotions and performance as antecedents and consequences of team decisions

We analyze performance and emotions as antecedents and consequences of team strategic decisions to explore a new routine versus exploiting an existing one. In a laboratory study, we examine team decision making over time and draw causal inferences about the relationships among team emotions, team performance, and explore–exploit decisions. We use self‐report data to measure team emotions, and validate results with psychophysiological data. We find that declines in performance increase the likelihood that teams decide to explore new routines rather than exploit existing ones. We also find a marginal positive effect of positive emotions, as measured by both self‐report and psychophysiological data, on team decisions to explore a new routine. Further, teams successful at implementing new routines report increased positive emotions, as measured by the self‐report data. This relationship is fully mediated by performance change. Copyright © 2015 John Wiley & Sons, Ltd.     

How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors

Sales force automation (SFA) technologies are increasingly used to support customer relationship management strategies. However, previous studies have reported mixed results about the performances of SFA technologies. Therefore, this study seeks to further examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the mediating roles of learning and adaptive selling behaviors on the outcomes of SFA usage are investigated. The results highlight the mediating role of salesperson learning and adaptive selling behaviors in the SFA usage and sales performance relationship. Especially noteworthy is the impact of learning through adaptive selling on those outcome variables. Implications for SFA research and practice that may further improve our understanding of this increasingly relevant topic are also offered.     

The impact of strategic account managers' behaviors on relational outcomes: An empirical study

This paper explores the impact of some behaviors of strategic account managers on the relational outcomes of the relationships they are in charge of. Based on a review of literature on personal selling and strategic account management, we contribute to a greater understanding of the role of specific strategic account managers' behaviors in fostering synergistic solutions, role performance and customer trust. Results of the empirical study clearly show that the use of customer orientation has a strong influence on customer trust by increasing strategic account managers' role performance and stimulating synergistic solutions. Conversely, a selling orientation negatively affects synergistic solutions, thus decreasing customer trust. Finally, team selling has a positive impact on the attainment of synergistic solutions, thereby fostering customer trust. Based on these findings, managerial and research implications are discussed.     

Global customer team design: Dimensions, determinants, and performance outcomes

Designing and implementing global customer teams (GCTs) represents a key task for suppliers that are expanding the scope of their customer relationships. However, research has not provided an explanation of how these teams function and what determines their performance. Using an interdisciplinary combination of concepts from customer management and organizational behavior research streams, we develop an integrative framework of GCT design and performance. The framework is conceptualized with qualitative interview data and validated with survey data from 273 members of 113 GCTs in six multinational companies. Our results indicate that team performance is influenced directly by three team processes: communication and collaboration, conflict management, and proactiveness. Team design in terms of goal and role definition, customer coverage, empowerment, heterogeneity, skills adequacy, and leadership indirectly influences performance, mediated by team processes. In addition, three factors of the organizational environment—top management support, rewards and incentives, and training—have similar indirect effects.     

同事监督对团队绩效的影响——团队信任和努力的双中介模型

根据情境强度理论,本研究探讨了中国情境下同事监督对团队绩效的直接影响,并分析了团队信任和努力的双重中介作用。采用来自我国东部的10家企业的69个工作团队共571份调查数据,其中包括主管和团队成员两个不同来源,应用中介检验方法,结果表明：同事监督会促进团队绩效;同事监督积极影响团队信任和努力;团队信任和努力同时在同事监督对团队绩效的影响中起到部分中介作用。本研究的发现有利于拓展同事监督在中国组织情境中的作用效果研究。     

The implications of strategy and social context for the relationship between top management team heterogeneity and firm performance

This research reexamines the link between top management team (TMT) heterogeneity and firm performance. Specifically, I theorize that the effects of education, work experience, and tenure on performance will depend upon the top management team's strategic and social context. In a test of such theorizing, I find that (1) the positive relationships between TMT educational, functional, and tenure heterogeneity and performance are contingent on complexity, as indicated by a firm's international strategy and, (2) such relationships are clearly stronger in short‐tenured top management teams. The theory and results presented here provide impetus for future studies, as well as suggest to upper echelon researchers that they think more critically about the conditions under which demographic characteristics are most likely to influence organizational outcomes like performance. Copyright © 2002 John Wiley & Sons, Ltd.     

Intangible sales team resources: Investing in team social capital and transactive memory for market-driven behaviors,norms and performance

Complex offerings and evolving customer needs increase the demand for market-driven salespeople. Yet many of today's managers struggle to effectively deploy this selling approach. In light of this reality, we develop and test a multi-level market capabilities framework to examine team-level drivers and boundary conditions of market-driven salesperson behaviors, norms, and performance. Data collected in a lagged, multi-source, cross-level field study of 246 salespeople nested within 54 sales teams provide evidence that investments in team social capital (ITSC) support the self-correcting, customer-centric, learning behaviors needed for performance. Results show that managers' ITSC are positively associated with team goal monitoring, commitment to service quality, and learning effort. Further, goal monitoring and learning effort increase commitment to service quality, which helps drive sales performance. We also find that transactive memory systems (TMS) can be an efficient team knowledge resource that strengthens the learning effort-to-performance and service quality-to-performance relationships.     

Steering the Sales Force for New Product Selling: Why Is it Different,and How Can Firms Motivate Different Sales Reps?

This study investigates how to direct and assemble the sales force for new product selling. In a first step, the authors draw on self‐determination theory to explore and empirically test a threefold conceptualization of motivation. Results provide insights into why sales force steering works differently in the new product selling context. Specifically, results show that for new products’ financial performance, internalized new product selling motivation is more important than intrinsic and controlled motivation. In a second step, the authors show how firms can motivate different sales reps to achieve higher financial performance of new products. In doing so, they examine the interaction effects of sales reps’ predispositions and widespread firm‐steering instruments on new products’ financial performance. Results reveal that the new product sales orientation of the bonus strengthens the positive relationship between sales reps’ performance predisposition and new product financial performance but weakens the relationship between sales reps’ learning predisposition and financial new product performance. Moreover, results reveal that the new product sales orientation of the periodic review strengthens the positive relationship between sales reps’ learning predisposition and financial new product performance. A post hoc analysis shows that a differentiated steering approach that matches appropriate steering instruments with sales reps’ varying predispositions substantially enhances reps’ financial new product performance.     

From Empowerment Dynamics to Team Adaptability: Exploring and Conceptualizing the Continuous Agile Team Innovation Process

To foster their innovation teams’ adaptability, organizations are increasingly relying on agile teams. While research on the adoption of agile methods and practices has grown tremendously in the past decade, little is currently known about the human side of agile teams and how it contributes toward the emergence of adaptability. While the Agile Manifesto states that individuals and interactions are more important for agile product development than tools and processes, research on how these interactions unfold is still in its infancy. To shed light on the human side of adaptability, 44 semi-structured, in-depth interviews were conducted with team members and leaders from various teams at three organizations (i.e., two German and one multinational European firm). The inductive analysis identified empowerment as a focal human factor for adaptability emergence. A model of the continuous agile team innovation process is developed and uncovers the importance of dynamic empowerment states and their temporary equilibria for team adaptability. The underlying findings demonstrate that empowerment is not a static state, but rather emerges through the interactions between various actors. Specifically, the team and its leader engage in both empowerment-enhancing and empowerment-reducing activities. These activities are further influenced by the agile team’s immediate context: Two-fold customer influences, that is, supporting and hindering empowerment interactions, and the organizational environment, that is, undergoing an agile transformation and supportive top management behaviors, play an important role in affecting the empowerment dynamics that result in team adaptability. As such, this study contributes to the innovation and management literatures by revealing the dynamic role of the empowerment and adaptability constructs for agile innovation processes and the importance of various actors and the organizational environment for fostering adaptability. Practical insights are offered to management, teams, and team members on how to create conditions for empowerment dynamics and consequently adaptability to unfold.     

创新团队公平感知与知识共享行为关系研究——以成员信任为中介变量

创新团队组织形式的蓬勃发展使得团队成员的绩效激励方式成为众多管理者的研究课题。团队中掌握独特隐性知识的成员往往不愿意共享自身的有利于团队的创新知识,从而给团队的发展带来困难。如何针对这类员工做出有利于团队整体绩效提升的激励活动,是创新团队管理者和所有创新团队工作模式研究者的共同目标。通过数据模型的回归,得出如下结论:创新团队的成员公平感知与成员知识共享行为正向相关,成员对互动公平的感知对知识共享行为的影响最为显著。验证了创新团队成员信任在成员公平感知与知识共享行为之间的中介效用。     

R&D team diversity and performance in hypercompetitive environments

Research summary : This article examines the effects of an R&D team's composition on its performance outcomes in hypercompetition. The fundamental feature of firms in hypercompetitive settings is that they are constantly challenged to improve their competitiveness in a relentless race to outperform one another. Analyzing a unique data set from the Formula 1 motorsport racing industry, we find an inverse U‐shaped relationship between team diversity in task‐related experience and performance an important result that diverges from well‐established theories developed in more stable environments. Fundamentally, we show that the role of R&D team experience diversity varies depending on the size of the organizations in which R&D teams operate. While we find a moderating effect for firm age, this effect is not as robust as that of firm size. Managerial summary : This article examines the relationship between R&D team composition and performance in fast‐moving environments. Firms in these environments are constantly challenged to improve their competitiveness by outperforming one another. Analyzing a unique data set from the Formula 1 motorsport racing industry, we find that a team's diversity in job‐related experience increases its performance up to a certain extent. Once R&D teams become too diverse, performance decreases because communication and coordination become more difficult. We also show that the role of R&D team diversity varies depending on the size of the organizations in which R&D teams operate. Overall, our findings provide several novel implications for the strategy, innovation, and team literatures. Copyright © 2016 John Wiley & Sons, Ltd.     

Relational selling strategy and key account managers' relational behaviors: An exploratory study

Many companies see key account management as a potentially successful way to implement a relational strategy. Nevertheless, the literature suggests that strategy implementation at the sales force level is difficult to achieve, mainly because salespeople may not understand - nor accept - what they are requested to do. Despite their relevance, behaviors of key account managers have poorly been investigated. This article defines and tests a model of relational selling behaviors from the part of key account managers. Results show that the perception of the adoption of a relational selling strategy is associated with some specific key account managers' behaviors (customer-oriented selling, adaptive selling and team selling), but not with others (organizational citizenship behaviors). These findings suggest that potential discrepancies can exist between a relational selling strategy and its implementation at the key account manager level. Based on these results, theoretical and managerial implications are discussed.     

Interfacing and customer-facing: Sales and marketing selling centers

Organizations are turning to the collective knowledge of selling teams in order to manage increasingly complex customers and solutions. One specific cross-functional unit that organizations are commonly using when selling to business-to-business customers is a team of sales and marketing personnel. While the interface between sales and marketing has received attention in the literature, which notes the inherent advantages and challenges of incorporating both roles on a team, opportunities remain to examine sales and marketing selling centers (SMSCs): instances where sales and marketing jointly and directly interact on a relatively temporary basis in customer-facing situations. The authors utilize a discovery-oriented, theories-in-use inquiry to better understand customer-facing SMSC processes, facilitators, and outcomes. Based on insights captured from 29 in-depth interviews with informants who each served on SMSCs in both sales and marketing roles, this study extends sales research by providing a dual perspective of those working on SMSCs, thus enhancing the utility of such malleable selling teams.     

R&D project team climate and team performance in Korea: A multidimensional approach

This study examined the relationship between R&D team climate and team performance in a developing context, Korea. Given the fragmented results of existing studies in advanced countries, which explored largely the effects of individual dimensions of team climate on team performance, this study focused on the interaction effects among multiple dimensions of team climate. The interaction effects can produce seemingly contradictory or paradoxical bivariate associations between each climate dimension and team performance. Both bivariate and multivariate analyses, using data from 80 R&D project teams in both government-sponsored research institutes and private R&D centres in Korea, revealed the following results. 1. Four dimensions of R&D team climate—autonomy, cohesiveness, change orientation, work pressure—were not positively associated with team performance. Rather, autonomy was found to have a significant negative relationship. 2. Interaction effects of each team climate dimension were partially borne out. When the change orientation or work pressure of a team was high, autonomy had a positive impact on team performance. Otherwise, autonomous team climate deteriorated performance of the team. However, interaction effects between cohesiveness and change orientation or work pressure were not found significant. 3. There appeared three clusters of R&D teams with similar climate characteristics. Teams with high autonomy but a low change orientation exhibited a lower level of performance than the other two clusters—one with low autonomy but high change orientation and work pressure, and the other with a medium level of autonomy and change orientation. The results implied that a holistic team climate, as well as an individual aspect of climate, had a significant impact on team performance. A configuration approach considering interaction effects among various climate aspects would be beneficial for the development of high performing R&D teams.     

Service leadership for adaptive selling and effective customer service teams

Companies are increasingly relying on customer service teams to deliver quality service critical for repeat business and profitability. But these teams need leadership to be effective. This study proposes that service leaders promote quality customer service by encouraging teams to develop adaptive selling capabilities. Data were collected from 113 customer service team leaders and 285 team members from a sample of consumer electronics retailing firms in Beijing, China. Data support the reasoning that by espousing service values, listening to customers, and encouraging improvements, service leaders help their teams become capable adaptive sellers. Results further suggest the contribution of team adaptive selling on customer team task performance, orientation to customers, and ability to recover from shortcomings in service. Findings extend recent research that leaders can have substantial impact by strengthening teamwork among followers by finding that service leaders develop customer service teams to be effective adaptive sellers.     

The influence of formal and informal sales controls on customer-directed selling behaviors and sales unit effectiveness

Adaptive selling (AS) and customer-oriented selling (COS) constitute two key customer-directed selling behaviors for the success of the modern sales force. However, knowledge regarding the organizational factors that can induce salespeople to engage in those behaviors is strikingly limited. Against this background, we develop a comprehensive model that delineates the influences of formal and informal sales controls on AS and COS and, through them, on sales unit effectiveness. Based on a sample of sales managers in a major European Union country, we present new evidence that (a) formal and informal sales controls exert differential impact on salespeople's AS and COS behaviors; (b) AS directly and positively influences sales unit effectiveness; (c) COS affects sales unit effectiveness only indirectly, i.e. by fostering AS; and (d) outcome and cultural controls directly improve sales unit effectiveness. We conclude with a discussion of our findings for academics and practitioners.     

Leveraging ties: the contingent value of entrepreneurial teams' external advice networks on Indian software venture performance

This study investigates the impact of entrepreneurial teams' external networks on their ventures' performance. We first argue that ventures whose entrepreneurial teams span many structural holes in their external advice networks experience higher performance. We then propose that network ties are not uniform in their effect, but rather are contingent on two distinct features of entrepreneurial teams: (i) their strategic consensus—extent of agreement on key goals and strategies within the team—and (ii) internal cohesion—extent of interpersonal friendships within the team. Finally, we propose that team demographics and team networks complement (rather than substitute) each other. Data from Indian software ventures provide support for these arguments. We extend entrepreneurship research by highlighting how venture teams' internal processes and external networks jointly shape performance outcomes. We also add to the literature on team networks by drawing attention to the role of strategic consensus as a distinct pathway through which teams can leverage their external networks.