Moving beyond the direct effect of SFA adoption on salesperson performance: training and support as key moderating factors

To our knowledge, this research is the first to focus on the critical moderating role that user training and support play on the relationship between the use of sales force automation tools and salesperson performance (i.e., effectiveness: percent-to-quota and efficiency: average number of calls per day). Hypotheses are tested using survey data from a sample of 108 salespeople in a business-to-business context and archival sales performance information. Moderated regression analysis results indicate that the use of sales force automation tools only enhances salesperson efficiency and effectiveness under conditions of adequate user support and training. In fact, under low levels of user training and support, the use of sales force automation tools was found to reduce salesperson efficiency and effectiveness. These findings have important implications for IT and sales managers since the results show that only under certain conditions will companies realize a return on their investment in SFA tools. Limitations and future directions for research are then discussed.     

Auditors gone wild: The “other” problem in public accounting

Following the scandals involving Enron, WorldCom, and Qwest Communications, the accounting profession has spent the past several years trying to get back on track. While Sarbanes-Oxley may improve the decision-making of audit professionals, and help prevent future large-scale catastrophes that hurt stockholders and bring down firms, there is another problem in public accounting that few consider and nobody has proposed to solve: deviant workplace behavior. Previous research describes deviant workplace behavior as the voluntary behavior of organizational members that violates significant organizational norms and, in so doing, threatens the well being of the organization and/or its members. Building from recent work in various business literatures, this is the first research since the passage of Sarbanes-Oxley to examine workplace deviance at Big 4 accounting firms. Taking a cross-disciplinary, collaborative approach, the authors endeavor to explain why workplace deviance has infiltrated accounting firms and how it is undermining their effectiveness and derailing their long-term prospects for success. After describing its genesis and effects, the authors prescribe several managerial strategies for preventing deviance and minimizing its effects on a firm.     

From clear to complicated: Buying and selling accounting services post Sarbanes-Oxley

While much has been said and written about the effect of the 2002 Sarbanes-Oxley Act (SOX), one consequence of the new regulation that has been largely neglected is the law's dramatic impact on how audits are bought and sold in the United States. Prior to SOX, the process was clear and simple: accounting firm partners would meet with the publicly held client company's C-level executives to complete the exchange. When SOX was passed, Congress took the buying decision out of the hands of the client company's executives and placed it in the hands of the company's external audit committee. As this inter-disciplinary research will explain, this change—and other similar changes emanating from the “independence” provisions in SOX—has forever complicated the client-auditor exchange. Based on the literature in business-to-business selling, this research proposes two models—one centered around the concept of a “buying center” and another around “selling team” theory—in an effort to advance thinking in this area, and help both client companies and accounting firms operate in this new environment.     

Happy Birthday,Milton Friedman: A buyer-seller salute

Milton Friedman—famed economist, statistician, Nobel Memorial Prize winner, Presidential Medal of Freedom recipient, and proud champion of the free market—would have turned 100 years old this past July. In spite of his myriad contributions, business researchers and practitioners can easily overlook how his work impacted their own disciplines and areas of focus. A business-to-business buyer-seller perspective is offered herein, detailing how Dr. Friedman's work—specifically, his seminal book, Free to Choose—helped usher in the era we today call ‘relationship selling.’     

The ABC's of ACB: Unveiling a clear and present danger in the sales force

While anti-citizenship behavior (ACB) is under-researched across all academic domains, sales and marketing researchers have not done any work in the area. This oversight is significant given recent survey data that suggests sales representatives are misbehaving at an alarming rate; 60% of sales managers have caught their reps cheating on expense reports (an example of ACB) and 36% believe such behavior has gotten worse over the past several years. Directed towards the goal of understanding salesperson ACB, this research provides the first conceptual model of ACB in the sales force. The model contends that characteristics of the organization (justice and intra-firm competition) and contextual factors (fit and job stress) directly affect the performance of ACB while individual level factors (locus of control, self-monitoring and introversion) moderate the performance of these behaviors. In addition, this research explains the intra- and inter-organizational consequences of salesperson ACB and suggests several ways by which managers can address this issue.     

Loyalty or lethargy? Keeping sellers committed,not entrenched

While business sellers frequently enjoy long-term relationships with their buyers, not every extended association is based on a genuine sense of customer loyalty. Many organizations remain in relationships with providers for too long; while the seller has stopped providing value, the buyer sticks to the routine. Building from empirical research and theory on buyer-seller relationships, this research extends our understanding of customer complacency and seller entrenchment and introduces the concept of customer lethargy. Synthesizing theory from multiple domains with exploratory interviews conducted with business customers, this article offers insight into the functioning of organizational buying centers, the evolution of business exchanges over time, and how some exchanges can be undermined by various forms of relational dysfunction. I define customer lethargy, explore its root causes and offer business buyers a strategy which aims to help them self-audit their loyalty, avoid complacency and lethargy, and keep sellers committed, not entrenched.     

Impacts of Decoupled Agricultural Support on Farm Structure,Biodiversity and Landscape Mosaic: Some EU Results

The decoupling of direct payments from production represents a substantial reform of the Common Agricultural Policy (CAP). Farmers are no longer required to produce commodities to be entitled to support but only to keep land in Good Environmental and Agricultural Condition. If output declines as a result, there is concern that landscape services produced jointly with commodities will also decline. The aim of this paper is to assess the long‐term effects of the 2003 reform on farm structure, landscape mosaic and biodiversity for a sample of EU regions. Impacts are quantified using a spatial agent‐based modelling approach by simulating agricultural development with links to indicators of landscape value. Our results demonstrate that eliminating the link between support payments and production has possible negative consequences for the landscape, but only under particular circumstances. It is shown that these effects could be offset by strengthening (Pillar II) agri‐environmental schemes. Further the single payment scheme results in higher land rental prices which reduces its ability to achieve its goal of providing income security for farmers. Implications of these results for the direction of continued CAP reform are discussed.     

Delivering on the Potential of the New CAP

Recent discussions on the CAP have focused on the budget. However, in the public debate the policy itself is often still a caricature of the old CAP that existed until the early 1990s. The CAP has changed fundamentally over the past decade. The recent direction of the CAP – markets and rural development – was set by the European Council in Göteborg and Lisbon. Strong economic performance must go hand in hand with the sustainable use of natural resources. The key elements of the new CAP are a market policy where intervention is a safety net, income stabilisation is delivered through decoupled aids subject to cross-compliance, and a reinforced rural development policy that focuses on jobs, growth and sustainability. We must use the new CAP to unlock the potential for growth, jobs and innovation and put good ideas into practice. We need to work in partnership with farmers, foresters, the agrifood business, NGOs, the population of rural areas, the research community and of course public authorities. But to achieve all of this we need a stable budgetary environment, in which farmers and businesses can plan. In short, we need the resources to deliver on the potential of the new CAP.     

Examining the effect of salesperson service behavior in a competitive context

While few scholars debate the importance of doing things to improve the quality of the buyer–seller relationship, little is known about what salespeople can do after the point of the initial sale to enhance customer satisfaction and trust. On the basis of extensive exploratory interviews across professional selling domains, this research develops a set of behaviors, referred to here as “salesperson service behaviors.” Using data gathered from 358 customers, the authors empirically demonstrate the effect of these behaviors on customer satisfaction and trust and, ultimately, on an objective measure of customer share of market. The authors develop a competitive model that uniquely features customer evaluations of competing sales representatives. The results indicate that these salesperson service behaviors are important in building trust and customer satisfaction, which in turn lead to increases in customer share of market.     

Product Innovation Processes in Small Firms: Combining Entrepreneurial Effectuation and Managerial Causation

This article reports a multimethod study of product innovation processes in small manufacturing firms. Prior studies found that small firms do not deploy the formalized processes identified as best practice for the management of new product development (NPD) in large firms. To explicate small firms' product innovation, this study uses effectuation theory, which emerged from entrepreneurship research. Effectuation theory discerns two logics of decision‐making: causation, assuming that means are selected to attain goals; and effectuation, assuming that goals are created based upon available means. The study used a process research approach, investigating product innovation trajectories in five small firms across 352 total events. Quantitative analyses revealed early effectuation logic, which increasingly turned toward causation logic over time. Further qualitative analyses confirmed the use of both logics, with effectual logic rendering product innovation resource‐driven, stepwise, and open‐ended, and with causal logic used especially in later stages to set objectives and to plan activities and invest resources to attain objectives. Because the application of effectuation logic differentiates the small firm approaches from mainstream NPD best practices, this study examined how small firms' product innovation processes deployed effectuation logic in further detail. The small firms: (1) made creative use of existing resources; (2) scoped innovations to be realizable with available resources; (3) used external resources whenever and wherever these became available; (4) prioritized existing business over product innovation projects; (5) used loose project planning; (6) worked in steps toward tangible outcomes; (7) iterated the generation, selection, and modification of goals and ideas; and (8) relied on their own customer knowledge and market probing, rather than early market research. Using effectuation theory thus helps us understand how small firm product innovation both resembles and differs from NPD best practices observed in larger firms. Because the combination of effectual and causal principles leverages small firm characteristics and resources, this article concludes that product innovation research should more explicitly differentiate between firms of different sizes, rather than prescribing large firm best practices to small firms.