Can customer loyalty to a salesperson be harmful? Examining customer perceptions of salesperson emotional labor strategies post ethical transgressions

Past research suggests that customer loyalty is a critical component in successful business-to-business sales relationships. Challenging this view, this study suggests that customer loyalty may actually have an unexpected “dark side” to it. Specifically, grounded in Emotions as Social Information (EASI) theory, this research investigates the role that customer loyalty (to a salesperson) has on customer coping behavior post salesperson ethical transgressions. We take the often-underrepresented customer perspective in selling relationships to test our theoretical model using a field study that consists of 239 professional procurement specialists. Our results indicate that when customers believe that a salesperson is more genuine in displaying emotions, after an ethical transgression, customers are more likely to forgive, and less likely to seek revenge against or avoid the salesperson. On the other hand, when customers believe that a salesperson is “faking” emotions, customers are more likely to cope with ethical transgressions by avoiding and seeking revenge against the salesperson. Our study also finds that when an ethical transgression occurs, a “love becomes hate” effect occurs, where customer loyalty undermines a salesperson's efforts and does not always favor the salesperson.     

“Because you are a part of me”: Assessing the effects of salesperson social media use on job outcomes and the moderating roles of moral identity and gender

Although the effects of salesperson social media use have recently received significant scholarly attention, there remains critical research gaps that, if addressed, can further broaden our understanding of the impact of salesperson social media use in business-to-business settings. Grounded in construal level theory and the related psychological distance framework, we suggest that salesperson social media use increases salesperson inclusion-of-the-customer-in-the-self by reducing the psychological distance between the salesperson and their respective customers. More so, we posit that this relationship is positively moderated by salesperson moral identity, such that the relationship is strengthened at higher levels of moral identity. Furthermore, we identify a potential three-way interaction by considering the role of salesperson gender in driving this interactive relationship. Our results, based on survey responses from 158 business-to-business salespeople, lend support to our theoretical model and shows that the moderating effect of salesperson moral identity on the relationship between salesperson social media use and salesperson inclusion-of-customer-in-the-self is stronger for females than it is for males. Additionally, we find that salesperson inclusion-of-customer-in-the-self is related to higher salesperson customer knowledge, which, ultimately, improves salesperson performance. In the light of our findings, we discuss subsequent managerial and theoretical implications.     

Do business customers perceive what salespeople believe? Perceptions of salesperson adoption of innovations

A salesperson's commitment and effort toward an innovation can determine whether the customer agrees to buy it, such that customers' perceptions of such commitment and effort are critical. But these perceptions also might differ fundamentally from the salesperson's self-perceptions of commitment and effort. Therefore, this paper presents a theoretical framework of the relation between salesperson-perceived and customer-perceived commitment and effort, as exhibited by the salesperson while selling an innovation, which represents salesperson adoption. In the framework, job satisfaction factors also exert contingent, moderating effects. The authors gather unique, dyadic data from surveys of salespeople and their (potential) business customers during visits to sell a conventional, incremental innovation, complemented by objective purchase data gathered from company records. Three key insights emerge fromt this study. First, salespeople's own perceptions of their commitment and effort have only moderate influences on customers' perceptions of salespeople's commitment and effort. Second, customers seem to recognize salesperson effort more readily than salesperson commitment, although salesperson commitment has a higher sales performance impact than salesperson effort. Thus, sales managers should seek to encourage and support both the commitment of salespeople and also perceptions of that commitment among customers. Third, while a higher organizational support or job autonomy strengthens customers' perceptions of salesperson adoption, a higher pay satisfaction diminishes it. Thus, firms might need to find ways to increase the support for the salespeople and their autonomy and to reduce salespeople's satisfaction with their (direct) payments. In total, these findings suggest significant scientific and managerial implications.     

Entrepreneurs’ use of internet and social media applications

While it is recognized that the Internet and entrepreneurial opportunity are linked, the majority of studies analyzing business use of the Internet focus on small and medium-sized enterprises (SMEs). To address a need for adoption studies focused on new ventures, which differ from SMEs in terms of organizational stage and number of employees, this study analyzes survey data from entrepreneurs to understand factors that influence the adoption of multiple Internet and social media platforms, and the role of business incubation facilities in providing information technology assistance to these ventures. Regression analysis of survey data reveal that prior entrepreneurial experience was the most important factor in explaining a diverse number of Internet application and social media use. This finding likely stems from differences in cognitive frameworks between novice and experienced entrepreneurs, which impacts their ability to recognize opportunities and respond to technological change. The location of a new venture within a business incubation facility did not help in the diverse use of Internet applications. This result did vary by gender as model results highlighted that women in business incubation facilities were more likely to use a diversity of Internet applications than those not located in these facilities. These findings point to policy implications regarding the implementation of technology training programs for female entrepreneurs, and digital awareness/ training for novice entrepreneurs.     

Are social media companies motivated to be good corporate citizens? Examination of the connection between corporate social responsibility and social media safety

This paper explores the connection between corporate social responsibility and social media safety. By examining the legal framework governing social platforms in the United States and case studies of online harms, we explore whether current U.S. laws and company content moderation policies are effective in eliminating content (revenge porn and acts of terrorism) that is universally agreed to be harmful. Finally, the paper makes a number of suggestions for improvements in policy.     

B2B卷土重来

韩斌是上海电气(集团)总公司总裁助理兼CIO,去年8月,在一个电子采购研讨会上,某跨国食品企业的电子采购案例让他受到了匪夷所思的“震撼”。那个涉及700多万美元的瓦楞纸包装采购项目是为该企业在中国的5家生产厂实施的。原定70分钟的网上采购过程,由于供应商们竞相调低报价,价格曲线不断下滑,最后延长到3.5小时。后来的核算表明,该项目达成的采购成本比计划至少节省了1/3。     

讲究的B2B

经济形势的低迷,直接影响到了e-Marketplace软件的市场。曾经在这个市场上呼风唤雨的Ariba公司决定做出一些转变,因为他们认为在可以预见的未来,e—Marketplace不会有太大的出息。Ariba公司的董事长Keith Krach在接受IDG采访时说:“我们将着重发展采购、供应链管理和CPFR(collaborative planning,forecasting and replenishment,协     

Convergence between telecommunications and other media: How should regulation adapt?

The paper examines the regulatory issues raised by technological convergence between telecommunications and other media. Market uncertainty for broadband services has gone hand in hand with both uncertainty over how to supply those services and a regulatory framework that will facilitate growth in the sector, ensure a competitive market and provide the necessary protections for consumers and the public. Development of the information market should be determined primarily by market forces. Intervention may be justified but a clear distinction needs to be drawn between regulation in the public interest and regulation to protect against market failure.     

三大模式构建B to B

根据采用的技术的不同，目前企业实施的电子商务模式有三大类：一是基于增值网络和内联网(Intranet)的封闭电子商务模式。在这一模式下企业有选择性地接受信息并控制与企业连接的用户，企业间电子商务的活动主要是支持交易前和交易中阶段的信息交换和单证传输，     

B50125B插床电气改进

采用西门子6RA7078直流调速器、PLC、旋转编码器对B50125B插床电气系统进行改造,不仅结构简化、参数设定简单、系统运行可靠,而且提高了产品质量.     

B2B:企业的窗口

“B2B是一个企业通向外部的窗口。” 普华永道(PWC)Oracle事业部亚太区总裁沃瑞·哈丁(WarrenHarding)这样诠释正在全球升温的B2B市场。在他看来,正是泡沫急剧破灭的互联网市场教育了传统企业。“令用户本身意     

戴尔:B2B营销经

正在转型端到端解决方案的过程中,尝试各种营销手段。在长白山,戴尔公司正在举办一年一度的高层客户峰会。峰会,专门开设了一个互联网专场,本来是想安排与会的几十家互联网企业,一起讨论它们的IT新需求,但却吸引来了各个行业的CIO。"大家都想听听互联网行业是怎么搞IT的,看看互联网思维到底是怎么回事。"戴尔大中华区市场总监彭宇恒博士说。最终,各个行业的CIO们在一个原本选择的、很     

B2B电子商务模式研究

B2B电子商务的本质特征是在网络经济环境下，伴随企业间商务关系的变化而产生的企业经营运作方式的转变，从这个观点出发，本文提出三种B2B电子商务的基本模式，论述这些模式的内涵，并在此基础上探讨B2B电子商务的实施过程。     

解析B2B电商三大案例

中国B2B电子商务交易规模稳步增长,2015年市场交易规模达11.8万亿元.应用软件服务模式为大宗商品贸易B2B电商发展提供了技术支持,而中小企业B2B电子商务深耕供应链需求、提供综合服务的能力将是未来的竞争点.本文推荐三大案例以做参考.     

B2B:历史的思索

从历史演变的角度,分析B2B的过程及本质,以求对其更好地驾驭,而非狂热与玄空……     

B2B还是B2C二手车拍卖何去何从

作为一种透明、高效的交易和流通方式,二手车拍卖正以迅猛之势在全国各地发展起来,并被越来越多的专业机构所看好,并且,整车生产商也开始尝试采用拍卖的方式推出旗下的品牌二手车。一时间,拍卖成为了二手车行业最热门的话题之一,以上海为例,仅七月份就举办了4     

专业B2B的生存路经

作为一家中国汽配供应商的当家人，黄义群最近显得忧心忡忡。因为大洋彼岸的“轮胎特保案”闹得沸沸扬扬，汽配贸易战似乎一触即发，使得不景气的市场变得更糟，将黄义群这样的外向型供应商拖入困局。按照他的计算，“如果情况不妙，很可能会损失一半以上的出口额，唯今之计，必须抓紧拓展更多销售渠道，才能防患于未然。”     

买家联盟搅局中国B2B

特佳易这样的"买家联盟"进入中国,令原本由清一色的"卖家联盟"主宰的中国B2B市场变得更加多元。     

Direct broadcast satellites: The media—industrial complex in the UK and Europe

A fusion of industrial interests, media enterprises and governments - a media-industrial complex - has developed and is extending to the new media of direct broadcasting by satellite (DBS). This article examines the consequences of such control for broadcasting in the UK and Europe. Among the issues considered are financing of DBS, take-up, local content, diversity of choice, public service broadcasting, advertising, cultural formation, free flow of information and European integration. The author asks whether multinational media enterprises are the appropriate entities to exercise control over such matters. Two developments are necessary in order to realize the potential benefits of DBS for Europe: European cooperation in hardware manufacture, and effective regulation of DBS in accordance with overt broadcasting principles.