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1.
Although social values have been used increasingly in consumer research, their utility in sales management research has received
little attention. Using a national sample of industrial salespeople, the authors evaluate several hypotheses, developed from
social adaptation theory and a theoretical framework of values domain, regarding the incremental ability of the List of Values
(LOV) to predict salesperson performance beyond adaptive selling (ADAPTS) and customer orientation (SOCO). The LOV shows promise
as a tool by which salesperson performance can be predicted. Managerial implications are discussed, and suggestions for future
research are presented.
He received his Ph.D. in 1989 from the University of Oregon. His experience includes five years in sales and sales management
with Xerox and Digital Equipment Corporation. His research interests include sales force management and marketing strategy.
He has published in theReview of Marketing, Journal of Personal Selling and Sales Management, Journal of Business Forecasting, Journal of Marketing
Education, and other journals.
He received his Ph.D. in 1989 from the University of Oregon. His current research interests include issues in cross-cultural
marketing strategy, global and domestic sales force management, and research methodology. His research has been published
in theJournal of the Academy of Marketing Science, Journal of Personal Selling and Sales Management, Journal of Marketing Education, and other journals. 相似文献
2.
3.
Nigel F. Piercy David W. Cravens Nikala Lane Douglas W. Vorhies 《Journal of the Academy of Marketing Science》2006,34(2):244-262
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. 相似文献
4.
Fang Eric Palmatier Robert W. Evans Kenneth R. 《Journal of the Academy of Marketing Science》2004,32(2):188-202
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. 相似文献
5.
Emin Babakus David W. Cravens Mark Johnston William C. Moncrief 《Journal of the Academy of Marketing Science》1999,27(1):58-70
Emotional exhaustion is a potentially important construct in examining sales force behavior and attitude relationships. A
conceptual model and hypotheses are developed to study the antecedents and consequences of the emotional exhaustion construct.
The hypotheses are tested using LISREL 7 to analyze data from a sample of field salespeople from a large international services
organization. The empirical results offer strong support for relationships involving role ambiguity and conflict antecedents
and organizational commitment, job satisfaction, performance, and intention-to-leave consequences of emotional exhaustion.
Emin Babakus (Ph.D. University of Alabama, 1985) is a professor of marketing and associate dean for faculty at the Fogelman College of
Business & Economics, University of Memphis. His research interests are in the areas of measurement, sales management, services,
and international marketing. His research has been published in a number of journals, including theJournal of Marketing Research, Journal of the Academy of Marketing Science, International Journal of Research in Marketing,
Journal of Retailing, andJournal of Advertising Research.
David W. Cravens holds the West Chair of American Enterprise Studies at Texas Christian University. He is a former editor of theJournal of the Academy of Marketing Science and serves on the editorial boards of several journals. He is the author ofStrategic Marketing (Irwin/McGraw-Hill).
Mark Johnston is a professor of marketing at the Roy E. Crummer Graduate School of Business, Rollins College. He earned his Ph.D. in marketing
in 1986 from Texas A&M University. Prior to receiving his doctorate, he worked in industry as a sales representative for a
leading distributor of photographic equipment. Dr. Johnston's research interests focus on sales force management issues that
include analyzing the affect of role stress on salesperson attitudes and behavior, reducing unwanted turnover, and improving
performance. In addition, he conducts research on a wide range of other topics, including international marketing management,
ethics, and promotional strategy. His research has been published in a number of professional journals such as theJournal of Marketing Research, Journal of Applied Psychology, International Journal of Management, Journal of Business Ethics,
Journal of Business Research, and theJournal of Personal Selling and Sales Management.
William C. Moncrief is a professor of marketing at Texas Christian University and former chair of the Marketing Department. He has published
extensively in the sales and sales management areas. He is coauthor ofSales Management (Addison-Wesley). 相似文献
6.
An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships 总被引:1,自引:0,他引:1
Thomas G. Brashear James S. Boles Danny N. Bellenger Charles M. Brooks 《Journal of the Academy of Marketing Science》2003,31(2):189-200
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. 相似文献
7.
The role of satisfaction with territory design on the motivation, attitudes, and work outcomes of salespeople 总被引:1,自引:0,他引:1
Ken Grant David W. Cravens George S. Low William C. Moncrief 《Journal of the Academy of Marketing Science》2001,29(2):165-178
The primary emphasis of previous research concerning salespeople has been focused on their attitudes and behavior. The relationship
between organizational variables and salesperson attitudes and behavior has received very limited attention. Sales territory
design is largely uncontrollable by the salesperson, yet is acknowledged by managers and researchers as an important factor
enabling salespeople to perform well. The objective is to examine satisfaction with territory design from the perspective
of the salesperson. A conceptual model and hypotheses are developed linking the satisfaction with territory design with role
ambiguity, intrinsic motivation, job satisfaction, and performance. Role conflict, met expectations, organizational commitment,
and intention to leave are also included in the model. Survey results provide strong support for 19 of the 21 hypotheses examined.
The findings offer significant insights concerning the role of territory design satisfaction in face-to-face selling and its
consequences. Several managerial implications and avenues for future research are discussed.
Ken Grant is the deputy head in the Department of Marketing, Monash University, Melbourne, Australia. He is a member of the editorial
boards of theEuropean Journal of Marketing and theJournal of Marketing Practice: Applied Marketing Science. He has published in theInternational Journal of Research in Marketing, European Journal of Marketing, Industrial Marketing Management, and several other journals. He advises companies on marketing planning, new products, and sales management and conducts
research and publishes in these areas.
David W. Cravens holds the Eunice and James L. West Chair of American Enterprise Studies at Texas Christian University. His research on sales
management and marketing strategy has been published in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and other leading journals in marketing and management. Before becoming an educator, he held various industry and government
executive positions. He is internationally recognized for his research on marketing strategy and sales management. He has
been a visiting scholar at universities in Austria, Australia, Chile, Czech Republic, England, Ireland, Germany, Mexico, the
Netherlands, New Zealand, Singapore, and Wales. His textbook,Strategic Marketing (Irwin/McGraw-Hill 2000), is widely used in strategy and management courses.
George S. Low is an associate professor of marketing in the M. J. Neeley School of Business, Texas Christian University. He received a
B.A. in advertising from Brigham Young University, an M.B.A. from the Richard Ivey School of Business at the University of
Western Ontario, and a Ph.D. in marketing from the University of Colorado-Boulder. His research on the management of integrated
marketing communications and brands has been published in theJournal of Marketing Research, Journal of Retailing, Journal of Advertising Research, Marketing Management, Marketing Science
Institute’s Working Paper Series, and other journals.
William C. Moncrief is a senior associate dean and professor of marketing at Texas Christian University in Fort Worth, Texas. He received his
B.Sc. in political science and his M.B.A. from the University of Mississippi. He completed his Ph.D. at Louisiana State University
in 1983. His work has been published in leading marketing and sales journals, including theJournal of Marketing Research, Journal of the Academy of Marketing Science, European Journal of Marketing, Journal of Business
Research, Industrial Marketing Management, andJournal of Personal Selling and Sales Management, among others. His research interests are in the field of sales management and include topics such as sales deployment, sales
contests, international sales, telemarketing, turnover, laptop computers, sales job activities, and quality control. He has
taught in Germany, conducted research in Europe, and has most recently consulted in Mexico. 相似文献
8.
Victoria D. Bush Gregory M. Rose Faye Gilbert Thomas N. Ingram 《Journal of the Academy of Marketing Science》2001,29(4):391-404
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. 相似文献
9.
The authors examine how the practice of personal selling and sales management is changing as a result of the increased attention
on long-term, buyer-seller relationships and identify some implications of these changes. Changes in the traditional personal
selling and sales management activities are needed to support the emergence of the part-nering role for salespeople. For salespeople
in the part-nering role, the personal selling shifts from a focus on influencing buyer behavior to managing the conflict inherent
in buyer-seller relationships. The emphasis on building relationships rather than making short-term sales and the use of sales
teams dictates changes in the way firms select, train, evaluate, and compensate salespeople and members of sales teams. In
this article, the authors have suggested some issues concerning the emerging partnering role for salespeople that deserve
the attention of scholars interested in personal selling and sales management research.
Barton A. Weitz is the J. C. Penney Eminent Scholar Chair in Retail Management at the Warrington College of Business Administration at the
University of Florida. He received his Ph.D. from Stanford University and his research interests are in the areas of personal
selling effectiveness, salesperson motivation, and channel relationships. His research has been published in theJournal of Marketing, theJournal of Marketing Research, Marketing Science, theJournal of the Academy of Marketing Science, andAdministrative Science Quarterly. He has coauthored two textbooks,Selling: Building Relationships andRetail Management.
Kevin D. Bradford is an assistant professor of marketing at the University of Notre Dame. He received his Ph.D. from the University of Florida.
His research interests include issues in buyerseller relationships and increasing salesperson effectiveness. 相似文献
10.
Firms are creating a digitized selling capability by developing Web sites designed to provide information and conduct transactions
with customers, replacing many routine sales force activities. The authors use the motivationability framework to shape a
conceptual model that examines the effects of the digitization of selling activity on two salesperson outcomes: salesperson
effectiveness and salesperson job-insecurity. Using data from salespeople in 168 firms, they assess the moderating effects
of environmental-level motivational factors and firm-level ability factors on the impact of digitization of selling activity
on salesperson effectiveness and job insecurity. The results reveal that digitization has the paradoxical effect of improving
salesperson effectiveness and heightening job insecurity concerns, and also that managers can improve the technology-enabled
multichannel capabilities of the firm by giving priority attention to human capital improvement, sales force control systems,
and communication of the digitization strategy.
Devon S. Johnson (Ph.D., London Business School, dj@devonjohnson.com) is currently an assistant professor of marketing at Northeastern University,
Boston. Previously, he was an assistant rofessor of marketing in the Giozueta Business School at Emory University. His research
interests are the role of social capital in relational exchange and technology consumption and implementation.
Sundar Bharadwaj (Sundar_Bharadwaj@bus.Emory.edu) is an associate professor of marketing in the Goizueta Business School at Emory University.
His general research interests focus on marketing strategy and performance and risk. His research has been published in theJournla of Marketing, Management Science, and theJournal of the Academy of Marketing Science, among others. 相似文献
11.
Andrea L. Dixon Rosann L. Spiro Lukas P. Forbes 《Journal of the Academy of Marketing Science》2003,31(4):459-467
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. 相似文献
12.
Netemeyer Richard G. Brashear-Alejandro Thomas Boles James S. 《Journal of the Academy of Marketing Science》2004,32(1):49-60
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. 相似文献
13.
Customer mind-set of employees throughout the organization 总被引:2,自引:0,他引:2
Karen Norman Kennedy Felicia G. Lassk Jerry R. Goolsby 《Journal of the Academy of Marketing Science》2002,30(2):159-171
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. 相似文献
14.
A lack of understanding of the relationships among measures of salesperson performance exists in practice and in the retailing/sales
management literature. This article examines the relationships among three commonly used measures—one outcome (sales volume)
and two judgmental measures (managerial evaluations and salesperson self-evaluations). We empirically demonstrate that not
all judgmental measures are related to outcome measures; that is, salesperson self-evaluations are significantly related to
sales volume, but managerial evaluations are not. The study also examines the efficacy of retailers using short outcome-measuring
periods for evaluation purposes. The results suggest that outcome measure variance within salespeople for short periods is
high and therefore these data should be used with caution.
He received his Ph.D. in marketing from The Ohio State University. His research interests are in the areas of retailing, logistics,
and sales management. He has published extensively in journals such as the Journal of Marketing Research, Journal of Marketing, Journal of the Academy of Marketing Science, and Journal of Retailing. He is co-author of Retailing Management.
He received his Ph.D. in marketing from the University of Illinois at Urbana-Champaign. His research interests are in the
area of sales management and organizational behavior. His has published in the Journal of the Academy of Marketing Science, Journal of Personal Selling and Sales Management, and International Journal of Physical Distribution and Logistics Management. 相似文献
15.
The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value 总被引:2,自引:0,他引:2
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. 相似文献
16.
Scott B. MacKenzie Philip M. Podsakoff Gregory A. Rich 《Journal of the Academy of Marketing Science》2001,29(2):115-134
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. 相似文献
17.
An investigation of team information processing in service teams: Exploring the link between teams and customers 总被引:2,自引:0,他引:2
Dawn R. Deeter-Schmelz Rosemary P. Ramsey 《Journal of the Academy of Marketing Science》2003,31(4):409-424
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. 相似文献
18.
The role of relationship quality in the stratification of vendors as perceived by customers 总被引:11,自引:0,他引:11
Michael J. Dorsch Scott R. Swanson Scott W. Kelley 《Journal of the Academy of Marketing Science》1998,26(2):128-142
Companies implement preferred supplier programs to reduce their vendor relationships to a reasonable few. Consequently, vendors
who do not effectively manage their customer-based relationships are strong candidates for deletion from a customer’s list
of long-term suppliers. The emergence of preferred supplier programs suggests that businesses are beginning to formally recognize
and reward differences between their qualified vendors. Vendor stratification is proposed as a framework for understanding
the evolution of preferred vendor programs. With the growing interest in relationship marketing, a study was conducted to
empirically examine the extent to which businesses use relationship quality perceptions to differentiate their qualified vendors.
The findings support the notion that relationship quality is a higher-order construct that can be used as a basis for developing
vendor stratification systems. The article concludes with a discussion of the managerial and research implications of the
study findings.
Michael J. Dorsch (Ph.D., University of Arkansas) is an associate professor of marketing at Clemson University. His research has been published
in theJournal of the Academy of Marketing Science, theJournal of Business Research, and theJournal of Personal Selling and Sales Management, among others. His research interests include issues concerning relationship marketing and marketing research methods.
Scott R. Swanson (Ph.D., University of Kentucky) is an assistant professor of marketing at East Carolina University. He previously spent 9
years as a purchasing executive and his research interets include issues related to services marketing, atmospherics, and
marketing ethics. His research has been published in theJournal of Business to Business Marketing, theInternational Journal of Quality and Reliability Management, AMA Educators’ Proceedings, andRetailing: Theories and Practices for Today and Tomorrow.
Scott W. Kelley (D.B.A., University of Kentucky) is an associate professor of marketing. His research has been published in theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Business Research, theJournal of Advertising, and theJournal of Personal Selling and Sales Management, among others. His research interests include issues concerning services marketing and marketing ethics. 相似文献
19.
How first impressions of a customer impact effectiveness in an initial sales encounter 总被引:2,自引:0,他引:2
Kenneth R. Evans Robert E. Kleine Timothy D. Landry Lawrence A. Crosby 《Journal of the Academy of Marketing Science》2000,28(4):512-526
First impressions of others affect both the content and outcomes of a variety of interpersonal encounters. In sales encounters,
a salesperson’s first impressions of a customer provide a starting point for probing customer needs and for adapting to those
needs. This implies that salesperson effectiveness in an initial sales encounter is associated— at least in part—with a salesperson’s
first impression of the customer. The reported quasi-experiment is the first study to explore empirically the connection between
salespeople’s first impressions, their cognitive structures, and sales effectiveness in a single, initial sales encounter.
The results provide an intriguing glimpse into the dilemma salespeople face in trying to establish the basis of a relationship
while achieving short-term sales outcomes (e.g., closing a sale, satisfaction).
Kleine & Associates
Symmetrics
Kenneth R. Evans received his D.B.A. from the University of Colorado. He has served on the faculty at Arizona State University and currently
serves as associate dean and professor of marketing at the University of Missouri, Columbia. He has published articles in
theJournal of Marketing, Journal of Personal Selling and Sales Management, Journal of Advertising, Industrial Marketing Management, and inDistinguished Essays in Marketing Theory.
Robert E. Kleine, III, received his Ph.D. from the University of Cincinnati and has served on the marketing faculty at Arizona State University.
He is presently chief scholar for Kleine & Associates. His work has appeared in theJournal of Consumer Research, Journal of Consumer Psychology, and in other journals.
Timothy D. Landry is a doctoral candidate at the University of Missouri, Columbia. He has presented his work at the American Marketing Association’s
conferences.
Lawrence A. Crosby received his Ph.D. from the University of Michigan. He has served on the marketing faculty at the University of Nebraska
and at Arizona State University. He served as managing director of CSM Worldwide, Inc., and is presently chief executive officer
of Symmetrics. He has published several articles in theJournal of Marketing, Journal of Consumer Research, and in other journals. 相似文献
20.
David Strutton James R. Lumpkin Lou E. Pelton 《Journal of the Academy of Marketing Science》1995,23(2):132-140
The issue of whether salespeople cope with sales stressors in ways consistent with their personality characteristics remains
largely unaddressed in the empirical literature. Should certain personality characteristics make salespeople more stress resistant,
implications for the selection of sales candidates already possessing such characteristics or for the cultivation of such
characteristics within existing salespeople could be developed. A framework is developed suggesting why salespeople with certain
personality characteristics—those high on challenge, self-determination, and involvement in self and surroundings—may employ
different coping strategies. Support for hypotheses was developed in a study that used a stratified random sample of 322 sales
organizations. Salespeople high on challenge, self-determination, and involvement were found to use more problem-focused coping
strategies.
He received his Ph.D. from the University of Mississippi. Before entering academe, he was in sales with the Tenneco Corporation
and was president of a retailing firm in North Carolina. His research has been published in theJournal of the Academy of Marketing Science, Journal of Advertising, Journal of Business Research, Journal of Macromarketing, andJournal of Personal Selling & Sales Management, among other scholarly journals. His current research interests include issues relating to sales and channels management.
He received his Ph.D. from the University of Mississippi in 1992. His research has appeared in theJournal of International Consumer Marketing, Developments in Marketing Science, Advances in Marketing, andHealth Marketing Quarterly, among others. His current research interests include business ethics and channels management. Prior to entering academe,
he was vice president of a marketing consulting firm in Lubbock, Texas.
He has a B.S. in chemistry, an M.B.A. in management, and received his Ph.D. in marketing from the University of Arkansas.
Before entering academe, he worked in marketing research for Phillips Petroleum Company. His primary research interests include
retail patronage theory, market segmentation, and research methodology, with recent research focused on the elderly consumer.
His research has been published in theJournal of the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, The Gerontologist, Journal
of Advertising, Journal of Advertising Research, and other scholarly journals. 相似文献