The effects of downsizing on organizational buying behavior: An empirical investigation

To survive in today’s highly competitive markets, many firms are initiating fundamental changes in organizational form and practice. These restructuring efforts are having significant effects on the organization and management of work within customer firms. However, these important changes have been largely ignored in the extant marketing literature. The research presented in this article first describes a general theory of the effects of organizational downsizing. Then, it examines the potential effects of downsizing on buying center structure and purchase participant characteristics. Findings support several of the hypotheses related to the proposed effects of organizational downsizing on the outcome variables of interest. Jeffrey E. Lewin (Ph.D., Georgia State University) is an assistant professor and Chair, Department of Marketing at Western Carolina University. His research interests include business-to-business marketing, relationship marketing, personal selling and sales management, and organizational buying behavior. His work has been published in theJournal of Business Research, theJournal of Business & Industrial Marketing, Advances in Business Marketing and Purchasing, and other publications. He serves on the editorial review boards of theJournal of Business Research and theJournal of Business & Industrial Marketing and is a reviewer for theJournal of Business-to-Business Marketing, theJournal of Personal Selling and Sales Management, andIndustrial Marketing Management.     

Attributions and behavioral intentions of inexperienced salespersons to failure: An empirical investigation

The goal of this research was to determine how inexperienced sales representatives (rookies) interpret and respond to their sales failure situations. The authors studied 296 rookie financial services sales representatives'performance attributions for a previous unsuccessful sales interaction and their intended behaviors for a future, similar selling situation. This provided the authors the opportunity to compare their results with Dixon, Spiro and Jamil's (2001) findings for experienced sales representatives (veterans). In the event of a sales failure, rookies'responses do not parallel those of veterans. The results suggest that rookies are likely to engage in several inappropriate behaviors in response to failed sales encounters. Implications for managers and directions for future research are discussed. Andrea L. Dixon (Andrea. Dixon@uc.edu) (Ph.D., Indiana University) is an assistant professor of marketing at the University of Cincinnati. Her research focuses on selling behaviors, team selling, integrating technology and personal selling, and the role of developmental relationships in enhancing creativity and productivity in the sales division. The primary focus of her research is improving the performance of sales representatives and the sales organization or unit. She has published in theJournal of the Academy of Marketing Science, theJournal of Marketing, and theJournal of Personal Selling and Sales Management. She currently serves on the editorial review boards of theJournal of the Academy of Marketing Science and theJournal of Personal Selling and Sales Management. Dixon is the vice chair for conference programming of the Selling and Sales Management Special Interest Group of the American Marketing Association. Rosann L. Spiro (spiro@ indiana.edu), Ph. D., is a professor of marketing and chairperson of the Marketing Department at Indiana University in Bloomington, Indiana, where she teaches Sales Management, Personal Selling, International Marketing, Business-to-Business Marketing Strategy, and Managerial Research in Marketing. Her research interests focus on sales strategy, sales management, and personal selling. Her work has appeared in numerous publications, including theJournal of Marketing Research, theJournal of Marketing, theJournal of Consumer Research, theJournal of Business, and theJournal of Personal Selling and Sales Management. She currently serves on the editorial review boards of theJournal of Personal Selling and Sales Management andMarketing Management. She is also a coauthor of a leading sales management text,Management of a Sales Force (11 th ed.). She formerly served as the chairperson of the Board of the American Marketing Association. Curtently she serves on an Advisory Board for the Univted States Bureau of Census and is the chair of the Selling and Sales Management Special Interest Group of the American Marketing Association. Lukas P. Forbes (Lukas.Forbes@wku.edu) is an assistant professor of marketing in the Gordon Ford College of Business at Western Kentucky University. He received his B.S. from the United States Military Academy at West Point, his M.B.A. from worcester Polytechnic Institute, and is completing his Ph.D. at the University of Kentucky. His research interests include personal selling, services, and product development. He has previously published in the American Marketing Association Educators and Frontiers in Services conference proceedings.     

The influence of ethical climate and ethical conflict on role stress in the sales force

Several leading models of ethical decision making include factors contributing to an organization’s ethical climate as significant determinants affecting ethical choice. The relationship of ethical climate to ethical conflict and role conflict is examined in a salesperson context. Results suggest that salespersons’ perceptions of a positive ethical climate are negatively associated with their perceived ethical conflict with sales managers. Implications and directions for future research are provided. He has experience in wholesale and retail sales. His research interests are in sales, sales management, marketing ethics, and consumer behavior. His articles have appeared in theJournal of Public Policy and Marketing, Journal of Business Ethnics, Journal of Marketing Management, Journal of Marketing Theory & Practice, andIndustrial Marketing Management, as well as various national and regional proceedings. He is coauthor ofSales Management: Analysis and Decision-Making. He is currently the president of the Academic Council of the American Marketing Association. He is a Southern Marketing Association Fellow and a Southwestern Marketing Association Fellow. He has published 15 books and more than 50 articles. His books includeMarketing: Concepts and Strategies andBusiness Ethics. His work has appeared inJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, among others. His major research focus is marketing implementation and ethical compliance frameworks for organizations. Before commencing his academic career, he worked in sales, product management, and sales management with Exxon and Mobil. He has received various teaching and research awards, including being named the Marketing Educator of the Year by Sales and Marketing Executives International (SMEI). His primary research is in personal selling and sales management. His work has appeared inJournal of Marketing, Journal of Marketing Research, Journal of Personal Selling & Sales Management, andJournal of the Academy of Marketing Science, among others. He is the coauthor of five textbooks, includingThe Professional Selling Skills Workbook, Sales Management: Analysis and Decision-Making, andMarketing Principles and Perspective.     

An exploratory study of reverse causality relationships among sales force turnover variables

This paper explores the directions of causality between selected work-related variables and quitting intentions. Based on the premise that quitting intentions may stem from predispositions that affect work-related variables, longitudinal data collected from a direct sales population were analyzed. When compared with previous literature, the results show the existence of reverse causality, indicating that quitting intentions are more likely to effect the perceptions of such variables as organizational climate, job satisfaction, and organizational commitment. Hie received his Ph.D. from the University of Missouri. His current research interests involve sales force turnover and organizational stress. His research has appeared in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and others. He received his Ph.D. from the University of Wisconsin, Madison. He is the former editor of theJournal of Personal Selling & Sales Management. He serves on the editorial boards of theJournal of Marketing, Journal of the Academy of Marketing Science, andJournal of Personal Selling & Sales Management, and has authored numerous books and articles in professional journals.     

Goal-setting paradoxes? Trade-offs between working hard and working smart: The United States versus China

This article proposes a model of the impact of goal difficulty and goal specificity on selling behaviors (selling effort, adaptive selling, and sales planning) and hence sales and behavior performance. The model suggests that goal-setting factors may have opposing effects on different sales behaviors. The empirical findings suggest that goal difficulty positively influences selling effort while negatively influencing adaptive selling behaviors. The results show that goal difficulty and goal specificity both have opposite effects on the two dimensions of working smart: adaptive selling and sales planning. The findings support the need for sales managers to account for the cultural context of the salesperson when determining optimal goal-setting strategies. With data collected from salespeople in the United States and China, the cross-cultural differences regarding the effects of goal-setting factors are also proposed and empirically supported. Eric Fang (efe92@mizzou.edu) is an assistant professor of marketing at Seattle University. His current research interests are in the areas of relationship marketing in business-to-business context, markting strategy, and international marketing. He has articles published and accepted at theJournal of Business Research, theJournal of International Marketing, andAdvances in International Marketing. Robert W. Palmatier (rpalmatier@missouri.edu) is a doctoral candidate in marketing at the University of Missouri, Columbia. He received his bachelor’s and master’s degrees in electrical engineering from the Georgia Institute of Technology and an MBA from Georgia State University. He has 15 years of professional work exprience, including various sales and marketing and senior executive positions in the United States and Europe. His current research interests are in relationship marketing and value-creation strategies focused in a business-to-business and channels context. Kenneth R. Evans (evansk@missouri.edu), Ph.D., is a professor of marketing and associate dean of graduate studies in the College of Business at the University of Missouri, Columbia. He holds the Pinkney C. Walker Professorship in Teaching Excellence. His research interests are in the areas of marketing management, sales/sales management, marketing theory, and services marketing. He has published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Personal Selling and Sales Management, theJournal of Business Research, and theJournal of Advertising, to name but a few. In addition, he has a number of articles that have been published in proceedings and presented at national conferences. He is either a member of the editorial review boards or serves in an ad hoc reviewer capacity for a variety of journals such as theJournal of Marketing, theJournal of the Academy of Marketing Science, Industrial Marketing Management, theJournal of Retailing, and theJournal of Personal Selling and Sales Management. He currently serves as the associate editor of theJournal of Personal Selling and Sales Management.     

Managing culturally diverse buyer-seller relationships: The role of intercultural disposition and adaptive selling in developing intercultural communication competence

Given the increase in cultural diversity within marketing organizations as well as within current and potential customer bases, possessing the appropriate communication skills becomes crucial to success in managing culturally diverse relationships. Although marketing researchers have recognized the importance of adaptive selling behavior for successful buyer-seller relationships, the exploration of the intercultural aspects of these relationships has only recently begun. This article examines how adaptive selling behaviors and intercultural dispositions of marketing executives contribute to their perceived intercultural communication competence. Results show that in addition to being adaptive, the intercultural disposition of a marketer is of key importance in developing intercultural communication competence. Theoretical and practical implications for incorporating intercultural communication into the development of successful buyer-seller relationships are discussed. Victoria D. Bush (Ph.D., University of Memphis) is an associate professor of marketing at the University of Mississippi. Her research has appeared in such journals as theJournal of Advertising, theJournal of Advertising Research, Industrial Marketing Management, theJournal of Public Policy and Marketing, theJournal of Business Ethics, and theJournal of Services Marketing. Her research interests are in diversity, advertising, and ethics. Gregory M. Rose (Ph.D., University of Oregon) is an associate professor of marketing at the University of Mississippi. His research interests include consumer socialization and cross-cultural consumer behavior. He has published or has forthcoming articles in theJournal of Consumer Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Consumer Psychology, theJournal of Advertising, theJournal of Marketing, and other journals and proceedings. Faye Gilbert (Ph.D., University of North Texas) is an associate professor of marketing at the University of Mississippi. She has published in theJournal of Business Research, Psychology and Marketing, theJournal of Health Care Marketing, theJournal of Research in Pharmaceutical Economics, theJournal of Applied Business Research, theJournal of Marketing Management, theJournal of Marketing Theory and Practice, and theJournal of Marketing Education, among others. Her work emphasizes the application of consumer behavior theory to health care and to channel relationships. Thomas N. Ingram (Ph.D., Georgia State University) is a professor of marketing at Colorado State University. He has been honored as the Marketing Educator of the Year by Sales and Marketing Executives International (SMEI) and as a recipient of the Mu Kappa Tau National Marketing Honor Society Recognition Award for Outstanding Scholarly Contributions to the Sales Discipline. He has served as the editor of theJournal of Personal Selling and Sales Management and is the current editor of theJournal of Marketing Theory and Practice. His primary research is in personal selling and sales management. His work has appeared in theJournal of Marketing, theJournal of Marketing Research, theJournal of Personal Selling and Sales Management, and theJournal of the Academy of Marketing Science, among others. He is the coauthor of three textbooks:Professional Selling: A Trust-Based Approach, Sales Management: Analysis and Decision Making, andMarketing: Principles and Perspectives.     

The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value

The authors report the results of two experiments designed to test the effects of extrinsic cues—price, brand name, store name, and country of origin—on consumers’ perceptions of quality, sacrifice, and value. The results of the experiments support hypothesized linkages between (a) each of the four experimentally manipulated extrinsic cues and perceived quality, (b) price and perceived sacrifice, (c) perceived quality and perceived value, and (d) perceived sacrifice and perceived value. The results also indicate that the linkages between the extrinsic cues and perceived value are mediated by perceived quality and sacrifice. R. Kenneth Teas is a distinguished professor of business in the Department of Marketing, College of Business, Iowa State University. He received his Ph.D. from the University of Oklahoma. His areas of research include consumer behavior and decision processes, marketing research methods, services marketing, and sales force management. His articles have been published in numerous journals, including theJournal of Marketing, theJournal of Marketing Research, theJournal of Consumer Research, theJournal of the Academy of Marketing Science, theAmerican Journal of Agricultural Economics, theJournal of Retailing, theJournal of Personal Selling and Sales Management, theJournal of Occupational Psychology, andIndustrial Marketing Management. Sanjeev Agarwal is an associate professor in the Department of Marketing, College of Business, Iowa State University. He received his Ph.D. from The Ohio State University. His areas of research include multinational marketing strategies, modes of foreign market entry, and sales force management. His articles have been published in theJournal of Consumer Research, theJournal of International Marketing, International Marketing Review, Industrial Marketing Management, theJournal of International Business Studies, theJournal of the Academy of Marketing Science, and theJournal of Personal Selling and Sales Management.     

A cross-national model of job-related outcomes of work role and family role variables: A retail sales context

This article proposes a model of job-related outcomes of four role variables in a retail sales context: work-family conflict (WFC), family-work conflict (FWC), work role conflict (RC), and work role ambiguity (RA). We tested the applicability of the model with three cross-national samples, that is, the United States, Puerto Rico, and Romania, and the results revealed that the model's measures and effects are mostly similar across samples. It was also posited and mostly supported that the effects that WFC and FWC have on the job-related outcomes are greater than the effects of RC and RA. Implications concerning the effects of role variables for international retail managers are offered. Richard G. Netemeyer (rgn3p@forbes2.comm.virginia.edu) is a professor of marketing in the McIntire School of Commerce at the University of Virginia. He received his Ph.D. in marketing from the University of South Carolina in 1986. His research interests are primarily consumer behavior and organizationbehavior issues. His research has appeared in theJournal of Consumer Research, theJournal of Marketing Research, theJournal of Marketing, theJournal of Applied Psychology, Organizational Behavior & Human Decision Processes, theJournal of the Academy of Marketing Science, and others. Thomas Brashear-Alejandro (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an associate professor of marketing in the Isenberg School of Management at the University of Massachusetts-Amherst. His research has appeared or is forthcoming in a number of academic journals, including theJournal of the Academy of Marketing Science, theJournal of Advertising, theJournal of Business Research, theJournal of Personal Selling and Sales Management, theJournal of Marketing Theory and Practice, and theJournal of Business & Industrial Marketing. James S. Boles (JBoles@gsu.edu) is an associate professor of marketing at Georgia State University (GSU). He received his Ph.D. from Louisiana State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business relationships.     

Driving organizational citizenship behaviors and salesperson in-role behavior performance: The role of management control and perceived organizational support

Interest in management control approaches and organizational factors associated with higher levels of salesperson performance is reflected in research streams concerned with behavior-based control strategies and organizational citizenship behaviors (OCBs). This study makes two distinct additions to the literature relating to control, organizational citizenship behaviors and salesperson performance. First, the study distinguishes between salesperson in-role behavior performance and outcome performance to model in-role behavior performance as a mediator between OCB and outcome performance. Second, the work supports sales manager control as an antecedent to OCB. A second model introduces perceived organizational support (POS) as an additional antecedent to salesperson OCB, and more important, as a consequence of sales manager control. This construct has not been included in prior salesperson OCB studies. Results show sales manage control has a stronger impact on OCB through POS, than directly, and POS has a strong impact on salesperson OCB. Nigel F. Piercy (Nigel.Piercy@wbs.ac.uk) is a professor of marketing in the Warwick Business School at the University of Warwick, United Kingdom. He holds a Ph.D. from the University of Wales and a higher doctorate (D.Litt) from Heriot-Watt University, Edinburgh. His current research interests focus on strategic sales and account management. His work has been published in many journals including theJournal of Marketing, theJournal of International Marketing, and theJournal of the Academy of Marketing Science. He is coauthor to David Cravens onStrategic Marketing (8th ed., Irwin/McGraw-Hill, 2006). David W. Cravens (D.Cravens@tcu.edu) holds the Eunice and James L. West Chair of American Enterprise Studies and is a professor of marketing in the M. J. Neeley School of Business at Texas Christian University, Fort Worth, Texas. He has a doctorate in business administration from Indiana University. His areas of specialization include marketing strategy and planning, sales management, and new product planning. His research has been published in a wide range of journals including theJournal of Marketing, theJournal of Marketing Research, the Journal of the Academy of Marketing Science, and theInternational Journal of Marketing. Nikala Lane (Nikala.Lane@wbs.ac.uk) is a senior lecturer in marketing in the Warwick Business School at the University of Warwick, United Kingdom. She holds a Ph.D. from the University of Wales and was previously a senior research associate at Cardiff University. Her research interests are focused on gender and ethics issues in sales and marketing management. Her work has been published widely in the international literature and includes articles in theJournal of Management Studies, theBritish Journal of Management, the Journal of Business Ethics, and theJournal of Personal Selling & Sales Management. Douglas W. Vorhies (dvorhies@bus.olemiss.edu) is an assistant professor of marketing in the School of Business Administration at the University of Mississippi. His primary research interests are in the areas of marketing strategy, marketing resources and capabilities, the links between innovation, strategic market management and performance, and professional selling and sales management. His other work has been published in many journals including theJournal of Marketing, Decision Sciences, theJournal of Product Innovation Management, theEuropean Journal of Marketing, and theJournal of Personal Selling and Sales Management.     

Transformational and transactional leadership and salesperson performance

This study examines the impact of transformational and transactional leader behaviors on the sales performance and organizational citizenship behaviors of salespeople, as well as the mediating role played by trust and role ambiguity in that process. Measures of six forms of transformational leader behavior, two forms of transactional leader behavior, trust, and role ambiguity were obtained from 477 sales agents working for a large national insurance company. Objective sales performance data were obtained for the agents, and their supervisors provided evaluations of their citizenship behaviors. The findings validate not only the basic notion that transformational leadership influences salespeople to perform “above and beyond the call of duty” but also that transformational leader behaviors actually have stronger direct and indirect relationships with sales performance and organizational citizenship behavior than transactional leader behaviors. Moreover, this is true even when common method biases are controlled. The implications of these findings for future research are discussed. Scott B. Mackenzie (Ph.D., UCLA, 1983) is the IU Foundation Professor of marketing at the Kelley School of Business, Indiana University. His research on advertising effectiveness, organizational citizenship behavior, and leadership issues can be found in theJournal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Journal of the Academy of Marketing Science, Journal of Personal Selling & Sales Management, Journal of Applied Psychology, Organizational Behavior and Human Decision Processes, Personnel Psychology, Journal of Management, andThe Leadership Quarterly. Currently, he serves on the editorial boards of theJournal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Journal of the Academy of Marketing Science, andJournal of Consumer Psychology. Philip M. Podsakoff (DBA, Indiana University, 1980) is a professor of organizational behavior and human resources and the John F. Mee Chair of Management at the Kelley School of Business, Indiana University. He is the author or coauthor of more than 65 articles and/or scholarly book chapters that have appeared in such journals as theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, Academy of Management Journal, Psychological Bulletin, Organizational Behavior and Human Decision Processes, Journal of Applied Psychology, The Leadership Quarterly, Organizational Dynamics, Research in Organizational Behavior, Journal of International Business Studies, Journal of Personal Selling & Sales Management, and theJournal of Occupational and Organizational Psychology. He serves on the Board of Editors of theJournal of Applied Psychology, Organizational Behavior and Human Decision Processes, andThe Leadership Quarterly. Gregory A. Rich (Ph.D., Indiana University, 1996) is an assistant professor of marketing at Bowling Green State University. His primary research interest is in the application of leadership theory to issues of sales management, and his work has been published in theJournal of the Academy of Marketing Science, Journal of Personal Selling & Sales Management, Personnel Psychology, Journal of Business-to-Business Marketing, and several conference proceedings.     

An investigation of team information processing in service teams: Exploring the link between teams and customers

In an effort to satisfy the needs of increasingly knowledgeable and demanding customers, many organizations are implementing teams in customer contact positions. Unfortunately, stifled information flows and poor communication often impede their effectiveness. To help managers build more effective teams, the authors develop and test a model of team information processing that includes both antecedents (information acquisition, team norms, team size, and team longevity) and outcomes (customer satisfaction with service). Data collected from 61 health care teams, as well as from 1,598 patients served by these teams, are used to investigate the hypothesized relationships between variables. Partial support for the model is provided. Based on these findings, implications for researchers and practitioners are offered. Current knowledge is the life blood of knowledge work, and the ability to transfer it is a key differentiating characteristic between effective and ineffective knowledge work teams.-Fisher and Fisher (1998:174) Dawn R. Deeter-Schmelz (deeter-s@ohio.edu) (Ph.D., University of South Florida) is an associate professor of marketing at Ohio University. Her research interests include customer contact teams, business-to-business electronic commerce, sales management, and scale development. She has published in theJournal of Personal Selling & Sales Management, Industrial Marketing Management, theJournal of Marketing Education, theJournal of Marketing Theory and Practice, and theJournal of Business Logistics, among others. Rosemary P. Ramsey (rosemary.ramsey@wright.edu) (Ph.D., University of Cincinnati) is associate dean in the Raj Sain College of Business at Wright State University. Her research interests include relationship management and measurement. Prior to pursuing her doctorate, she held marketing and sales positions for NCR Corporation. She has published in theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Business Research, theJournal of Personal Selling & Sales Management, and theJournal of Marketing Education, among others.     

Relational communication traits and their effect on adaptiveness and sales performance

Two relational communication traits, communication apprehension and interaction involvement, are investigated within an adaptive selling framework to assess their impact on salesperson adaptiveness and sales performance. Using a sample of 239 insurance salespeople, results demonstrate that salespeople exhibiting lower levels of communication apprehension are more highly involved in communication interactions, and higher involvement facilitates increased adaptiveness and sales performance. This research highlights the importance of effective communication within sales interactions and offers suggestions to improve salesperson communication skill. Michael L. Boorom is an associate professor of marketing and associate dean of the school of business and public administration at California State University, San Bernardino. He received his Ph.D. from the University of South Florida. His research interests are salesperson and sales manager communication skills. His work has been published in theJournal of Personal Selling & Sales Management and several conferences. Jerry R. Goolsby is an associate professor of marketing at the University of South Florida. He received his Ph.D. from Texas Tech University. His research interests include sales interactions and salesperson burnout and coping strategies. His work has been published in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and other marketing journals. Rosemary P. Ramsey is a professor and chair of the management and marketing department at Eastern Kentucky University. She earned her Ph.D. from University of Cincinnati. Her research interests include sales interactions and measurement issues. Her work has been published in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Personal Selling & Sales Management, Journal of Social Behavior and Personality. andJournal of Marketing Education.     

Generating new product ideas: An initial investigation of the role of market information and organizational characteristics

Although product innovation is widely recognized as crucial to the success of organizations, the literature still contains certain gaps that limit our understanding of successful product innovation. These gaps include a lack of research employing a decompositional approach (i,e., analysis of the drivers at each stage of the process) to studying product innovation and a related lack of research investigating the effect of organizational characteristics on specific stages of the product innovation process. The authors attempt to close these gaps by developing and testing a model examining the moderating effects of organizational characteristics on the relationship between the amount of market information gathered and the number of new product ideas generated by work groups in organizations. The study findings provide insights into the types of organizational structure and climate characteristics that can have an impact on the relationship between amount of market information and new product idea generation. Lisa C. Troy is an assistant professor of marketing at Utah State University. She earned her Ph.D. from Texas A&M University. Her research interests include product innovation management, environmental marketing, and international marketing management. Her work has appeared in theJournal of the Academy of Marketing Science and theJournal of Marketing. David M. Szymanski is the Al and Marion Withers Research Fellow and Director, Center for Retailing Studies in the Lowry Mays College and Graduate School of Business at Texas A&M University. His research interests are in the areas of applied meta-analysis, marketing strategy, personal selling and sales management, product innovation, and retail strategy. Representative research has appeared in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Personal Selling and Sales Management, and theJournal of Retailing. P. Rajan Varadarajan is a professor of marketing and the Jenna and Calvin R. Guest professor of business administration at Texas A&M University. His research interests are in the areas of corporate, business, and marketing strategy. His research has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theAcademy of Management Journal, theStrategic Management Journal, Sloan Management Review, California Management Review, Business Horizons, and other journals.     

Buyer-seller relationships in the procurement of logistical services

This study presents a two-phase model of interfirm exchange in the logistical supply industry. The first phase uses transaction cost analysis to identify conditions leading to market-based transactions, unilateral agreements, and bilateral alliances. The second phase illustrates how formal controls and relational norms yield performance in market, unilateral, and bilateral governance systems. A test of the model with data from 189 logistical supply relationships suggests that bilateral alliances emerge through the interaction of user investments in the logistics supplier, supplier logistical services, and marketplace uncertainty. Bilateral alliances attain desired outcomes through participative management and flexibility. By contrast, market-based transactions yield desired outcomes through formalization and solidarity. Unilateral agreements gain performance through formalization, participation, information sharing, and solidarity. Implications for logistics management and theory are discussed. He received his Ph.D. in marketing from the University of Cincinnati. His research interests include relationship marketing and marketing channels. His articles have appeared in theJournal of Retailing, Journal of Personal Selling and Sales Management, Marketing Letters, Omega: The International Journal of Management Science, and elsewhere. She received her Ph.D. from the University of North Carolina, Chapel Hill. Her research has concentrated on business-to-business marketing relationships, with a focus on means to improve coordination, and on sales management, with an emphasis on ways to enhance diversity, improve performance, and reduce turnover. Her articles have appeared in theJournal of Personal Selling and Sales Management, Journal of Business Research, Marketing Letters, Journal of Business-to-Business Marketing, and elsewhere. He is also the director of the Warehousing Research Center (WRC). He received his Ph.D. from Michigan State University. Industrial marketing strategy, marketing and logistics interfaces, logistics and warehousing management are his primary areas of expertise and interest. He has published articles in theJournal of Marketing, Journal of Retailing, Journal of Business Logistics, Industrial Marketing Management, and elsewhere. He has also written a leading industrial marketing text and a variety of warehousing and logistics monographs.     

Customer mind-set of employees throughout the organization

Previous research has provided strong evidence for the benefits of embracing a market orientation, an organizational focus highlighting the needs of customers, and the creation of customer value. This study extends this focus on the customer to the individual worker level. A construct, customer mind-set (CMS), is developed that reflects the extent to which an individual employee believes that understanding and satisfying customers, whether internal or external to the organization, is central to the proper execution of his or her job. In this exploratory study, the authors develop a parsimonious scale for measuring CMS. Relationships between CMS and significant organizational variables are examined to establish CMS's validity and provide some tentative insights into its value to researchers and practitioners. The authors believe the CMS construct will allow for operational-level analysis of the extent to which a customer orientation is embraced throughout an organization, permitting managers to implement targeted improvement strategies. Karen Norman Kennedy is an assistant professor of marketing at the University of Alabama at Birmingham. She earned her Ph.D. from the University of South Florida. Her research interests include customer orientation and cultural change in organizations, as well as the evolving role of customers and employees in today's marketplace. Her work has been published in theJournal of Personal Selling and Sales Management, theJournal of Services Marketing, Industrial Marketing Management, and theJournal of Marketing Education. Felicia G. Lassk is an assistant professor in the Marketing Group of Northeastern University. She received her Ph.D. from the University of South Florida. Her research interests include customer orientation, salesperson job involvement, and measurement issues. Her articles have appeared in the theJournal of Personal Selling and Sales Management, Industrial Marketing Management, and theJournal of Marketing Education, among others. Jerry R. Goolsby is the Hilton/Baldridge Eminent Chair of Music Industry Studies at Loyola University New Orleans. He received his Ph.D. from Texas Tech University. His research interests include issues related to market orientation and its implementation, customer and employee relationships, and sales interactions. His work has been published in theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, and other marketing journals.     

An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships

This study examines three trust-building processes and outcomes in sales manager-salesperson relationships. This study, based on a sample of more than 400 business-to-business salespeoples from a variety of industries, shows two trust-building processes (predictive and identification) to be significantly related to salesperson trust in the sales manager. Interpersonal trust was found to be most strongly related to shared values and respect. Trust was directly related to job satisfaction and relationalism, and indirectly related to organizational commitment and turnover intention. Thomas G. Brashear (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an assistant professor of marketing in the Isenberg School of Management at the University of Massachusetts-Amherst. James S. Boles (jboles@gsu.edu) (Ph.D., Louisiana State University) is an associate professor of marketing in the Robinson College of Business at Georgia State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business relationships. Danny N. Bellenger (mktdnb@langate.gsu.edu) (Ph.D., University of Alabama) is currently chairman of the Marketing Department in the Robinson College of Business at Georgia State University. His research has appeared in a number of academic journals including theJournal of Marketing Research, theJournal of Marketing, theJournal of Advertising Research, theCalifornia Management Review, theJournal of Retailing, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, and theJournal of Business Research. He has authored four monographs and four textbooks on marketing research, sales, and retailing. Charles M. Brooks (brooks@quinnipiac.edu) (Ph.D., Georgia State University) is an associate professor and chair of the Department of Marketing and Advertising at Quinnipiac University. His research has appeared in theJournal of Business Research, theJournal of Retailing, Marketing Theory, and theJournal of Marketing Theory and Practice.     

Do feelings of success mediate sales performance-work attitude relationships?

A psychological success model of the relationships between sales performance and job attitudes is developed and tested. The model posits that feelings of success mediate the relationship between work performance and job satisfaction. Previous research based on purely cognitive theoretical models has posited a direct relationship between performance and satisfaction, but typically has found no empirical relationship. The psychological success model posits that the relationships between performance and job attitudes are indirect and mediated by feelings of success. The results generally validate the model. Implications for theory and managerial practice are drawn and directions for future research incorporating affect into models of work behavior are suggested. His research has appeared in theJournal of Marketing Research, Journal of Consumer Research, Journal of Personal Selling and Sales Management, Journal of Advertising Research, and other publications. His research has appeared in theJournal of Marketing Research, Journal of Marketing, Academy of Management Journal, Journal of Personal Selling and Sales Management, and other publications. He is coauthor (with Douglas J. Dalrymple) ofSales Management: Concepts and Cases, 4th ed., published by John Wiley & Sons. He is actively involved as a consultant to the health care industry. His research has appeared in theJournal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Journal of Personal Selling and Sales Management, Journal of Advertising Research, and other publications. He is active in executive education and serves as chapter chairman of the East Georgia Chapter, American Red Cross.     

Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness

Drawing on the resource-based view of the firm, this study addresses the dynamic capability-generating capacity of market orientation on firm performance. Whereas prior literature has examined environmental turbulence as a contextual condition shaping the market orientation-firm performance relationship, this study takes an internal approach by focusing on existing stocks of resources within the firm while controlling for environmental conditions. A conceptual model is developed that explains how market orientation can be transformed into dynamic capability when complemented by transformational (reconfig-urational) constructs, such as innovativeness. The empirical results support the authors— theory that the effect of market orientation on firm performance is strengthened when market orientation is bundled together with internal complementary resources, such as innovativeness. The authors discuss the findings in the context of varying stages of the product life cycle and at different levels of market development. Bulent Menguc (menguc@brocku.ca), Ph.D., Marmara University, is currently an associate professor of marketing at Brock University, St. Catharines, Canada. His areas of research interest include sales force management and internal marketing, strategic orientations, and cross-cultural research methodology. His research has appeared in theJournal of the Academy of Marketing Science, theJournal of Retailing, theInternational Journal of Research in Marketing, theJournal of Business Research, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, theJournal of Business Ethics, and theEuropean Journal of Marketing, among others. Seigyoung Auh (sauh@yonsei.ac.kr), Ph.D., University of Michigan, is an assistant professor at Yonsei University, South Korea. His research interests are the application of the resource-based view to marketing strategy, the role of top management teams on marketing strategy, and innovation and organizational learning. He has publications in theJournal of the Academy of Marketing Science, theInternational Journal of Research in Marketing, theJournal of Business Research, Industrial Marketing Management, and theJournal of Economic Psychology, among others.     

Psychological climate, empowerment, leadership style, and customer-oriented selling: An analysis of the sales manager-salesperson dyad

This study examined antecedents and performancerelated consequences of customer-oriented selling. The antecedents include sales managers’ leadership styles, psychological empowerment, and the psychological climates of organizations. Data were gathered on two separate performance outcome measures. Responses from 106 sales managers and 313 sales representatives were analyzed. The results indicate that transformational leadership, empowerment, and specific components of the psychological climate are important predictors of customer-oriented selling. Craig A. Martin (craig.martin@wku.edu), PhD, is an assistant professor of marketing in the Department of Marketing at Western Kentucky University. He received his PhD from the University of Memphis. He specializes in sales and sales management, the consumer socialization of adolescents, sports marketing, and advertising to adolescents. He has had research accepted for publication in theJournal of Advertising, theJournal of Advertising Research, theJournal of Consumer Marketing, theJournal of Business and Industrial Marketing, theJournal of Marketing Theory and Practice, theMarketing Management Journal, theInternational Journal of Retail and Distribution Management, theInternational Journal of Internet Marketing and Advertising, and multiple national and regional conferences. Alan J. Bush (alanbush@memphis.edu), PhD, is a professor of marketing in the Department of Marketing and Supply Chain Management at the University of Memphis. He received his Ph.D. from Louisiana State University. His current research interests are primarily sales force research and sports marketing. His research has appeared in theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, theJournal of Advertising, theJournal of Advertising Research, theJournal of Personal Selling and Sales Management, and others.