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1.
Role-playing sales managers were asked to evaluate the personnel records of a salesperson who has been found to be using an
unethical selling practice. Overall, saleswomen and salespeople who were described as extremely overweight were evaluated
more harshly. Using excuses as justification did not neutralize the sales managers’ supervisory responses and, in the case
of blaming one’s unethical behavior on the unethical behavior of customers, harsher disciplinary treatment resulted. Attribution
theory is used to explain the findings. 相似文献
2.
How sales controls affect job-related outcomes: the role of organizational sales-related psychological climate perceptions 总被引:1,自引:0,他引:1
Kenneth R. Evans Timothy D. Landry Po-Chien Li Shaoming Zou 《Journal of the Academy of Marketing Science》2007,35(3):445-459
In this study, the authors propose a theory that incorporates the mediating effects of three important organizational sales-related
psychological climate perceptions (e.g., the organization’s customer orientation, sales innovativeness, and sales supportiveness)
to explain how sales force controls affect sales-related outcomes. Based on a survey of 293 salespeople and using path analysis,
the authors find that the inclusion of these psychological climate perceptions allows for explanatory improvement in linking
sales controls to salesperson job satisfaction and performance. These results complement previous studies in that formal controls
were found to affect outcomes directly. However, they also provide important insight into the indirect effects of sales controls—through
salespeople’s perceptions of managerial commitment to making the salespeople effective (i.e., the sales-related psychological
climate). 相似文献
3.
The constructs of perceived control and convenience have been identified in previous qualitative studies of self-service technology
(SST) use as important factors; yet empirically their effects are relatively unknown. Based on the theory of planned behavior,
this study explores how control and convenience perceptions influence customers’ utilitarian (speed of transaction) and hedonic
(exploration) motivations for using an SST. In addition, we explore how trust in a service provider influences customers’
future SST intentions. Two studies were undertaken to assess both users and nonusers’ evaluations of an SST. The results revealed
that perceived control and convenience do impact the intentions of customers to use an SST in the future; however, their impact
was mediated through the constructs of speed of transaction, exploration, and trust. Increased control and convenience perceptions
influenced exploration, trust and speed evaluations, which in turn were associated with stronger perceived value, higher SST
satisfaction judgments, and increased SST usage intentions. Managerial implications stemming from the empirical findings are
discussed along with directions for future research. 相似文献
4.
In this paper, we investigate whether information on the history of purchase intentions is useful in predicting actual purchase behavior. The research is motivated by two factors. The first
factor is the empirical finding in the literature that measuring intentions just prior to purchase provides better predictions
of actual purchase as compared to when these intentions are measured earlier. The second factor is the role of the timing
of the formation of intentions prior to purchase. While one stream of literature based on preference fluency predicts that
early formation of intentions is more likely to lead to actual purchase, the other stream based on the memory-based “recency”
effect predicts that formation of intentions just prior to purchase is more likely to lead to actual purchase. Together, these
two factors motivate the potential need to account for the entire history of intentions prior to purchase. A canonical example
of a market where intention histories are tracked is the movie industry, where “first choice” movie watching intentions are
tracked up to (and in some cases beyond) the time of release. Accommodating the history of intentions in an econometric model
that predicts actual box office performance is challenging due to the differing numbers of observations for the movies, the
large numbers of observations for certain movies, as well as the role of various time-invariant and time-varying covariates
influencing intentions. We propose a two-part model where the first part involves a hierarchical growth model that summarizes
the trajectories of intentions via “growth factors.” These growth factors also reflect the role of the various covariates.
The second part is a regression of the box office performance on the growth factors and other covariates. The models are simultaneously
estimated within a Bayesian framework. Consistent with the previous literature, we find that including information on intentions
improves our ability to predict behavior, with the recent intentions being the most informative. Importantly, when the history
of intentions is accounted for, our results indicate that the data support the “recency” literature—intentions grow over time
leading up to purchase, and this growth has a positive impact on opening box office performance. While a linear growth model
performs best for most movies, there exists a subset of movies for which the quadratic growth model better captures the “spike”
in intentions just prior to purchase. Further, accounting for information on the history of intentions dramatically improves
model fit and forecasting performance relative to when only the intentions at one point in time (e.g., the ones just prior
to purchase) are accounted for. 相似文献
5.
Literature on empowerment as an internal marketing practice primarily documents positive effects on employees’ job performance,
though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose
a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents)
(i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance
to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant
motivational mechanisms have conflicting effects on employees’ service performance. The former exerts a significant negative
impact on tasks that involve conflicting principal-agent interests (e.g., handling customer complaints) but not on tasks with
aligned principal-agent interests (e.g., organizational citizenship behaviors). Two control systems, performance appraisal
(accurate and infrequent feedback) and principal-agent service goal congruence, mitigate the dysfunctional effect of perceived
workload on employees’ service performance. 相似文献
6.
Christopher R. Plouffe John Hulland Trent Wachner 《Journal of the Academy of Marketing Science》2009,37(4):422-439
Sales researchers have spent decades developing and empirically testing various scales that reflect distinct theoretical perspectives
of salesperson behavior and job functioning. Despite extensive research in this area, little comparative work has been done
to assess the relative effectiveness of these different scales in explaining salesperson performance or to explicate whether
or not they are best considered in isolation or as working together—even potentially interacting—to influence sales success.
We examine four established scales related to customer-directed salesperson job functioning, and look at how well they relate
to both self-reported and objective job performance measures. Our analyses are based on responses from 524 salespeople drawn
from three different firms. The results show that two scales (ADAPTS, Selling Skills) outperform the others. Furthermore,
we find an important interaction between ADAPTS and Selling Skills that helps to predict superior objective performance. 相似文献
7.
Michel van der Borgh Jeroen Schepers 《Journal of the Academy of Marketing Science》2018,46(5):857-878
A new product’s success in the marketplace largely depends on salesforce actions. Many B2B salespeople display conservatism when confronted with new products in their portfolio, such that they maximize their efforts to sell existing products before engaging in efforts to sell the new product. So far, it is unclear whether this conservative selling behavior (CSB) is harmful to new product selling performance, and how this behavior can be managed. Building on perceived risk processing theory, and employing multi-level structural equation modeling on a multi-source dataset, the authors empirically substantiate that salespeople’s CSB makes their effort to sell new products more effective. Remarkably, such effort is then valued less by sales managers. The authors also find that CSB is a result of a risk assessment and evaluation process, in which internal marketing efforts (i.e., providing salespeople with information on the new product) determine the weight of perceived performance risk (i.e., new product radicalness), social risk (i.e., managerial new product orientation), and financial risk (i.e., long-term rewards). Managers looking to control the levels of CSB in their salesforce should carefully align their information support activities with the perceived risk dimensions of the new product selling situation. 相似文献
8.
Allison R. Johnson Valerie S. Folkes Juan Wang 《Journal of the Academy of Marketing Science》2018,46(4):725-743
Four experiments investigate consumers’ moral judgments of a firm’s brand reputation when given information about an employee’s non-workplace transgression. To the extent that the employee is perceived to have power in the firm (i.e., control over resources and decisions), the employee’s offensive action damages the firm’s reputation and decreases consumers’ purchase intentions. These effects occur even though the action occurs in the employee’s private life and is unrelated to product quality. The results replicate for three types of products and three types of offenses. The employee’s perceived power in the firm provides the most consistent explanation of customers’ negative responses and is a better predictor than the alternative explanations tested (e.g., perceived status). Results also show that after an offense comes to light, firm reactions that decrease or eliminate the employee’s power in the organization—such as reducing decision-making responsibilities or firing the employee—can help restore the firm’s reputation. 相似文献
9.
Heterogeneity in sales districts: Beyond individual-level predictors of satisfaction and performance
R. Venkatesh Goutam Challagalla Ajay K. Kohli 《Journal of the Academy of Marketing Science》2001,29(3):238-254
This article examines the influence of heterogeneity within a sales unit on the unit’s satisfaction and performance.Sales unit refers to a set of salespersons working out of the same office and for the same supervisor, andheterogenity refers to salespersons’ dispersion or variance on key dimensions. Specifically, drawing on theories in social psychology,
the authors study the influence of sales unit heterogeneity in terms of (1) demographic characteristics (e.g., gender dispersion),
(2) skills and rewards (e.g., reward dispersion), and (3) goal orientations (e.g., learning orientation dispersion) on a sales
unit’s performance and job satisfaction levels. The hypotheses developed are tested using data from a study involving 476
salespeople belonging to 105 sales units in a large organization. The authors find that the focal heterogeneity variables
account for nearly 25 percent of the total variance explained by the full set of independent variables included in the model.
R. Venkatesh is an assistant professor of business administration at the University of Pittsburgh’s Katz Graduate School of Business.
His articles on product bundling, cobranding and sales force management have appeared or are forthcoming in theInternational Journal of Research in Marketing, Journal of the Academy of Marketing Science, Journal of Business, Journal
of Marketing, Journal of Marketing Research, andMarketing Science.
Goutam Challagalla is an associate marketing professor at Georgia Tech. He received his Ph.D. in marketing from the University of Texas at Austin,
where he won the Outstanding Dissertation Award. He has published articles on sales management and marketing theory in marketing
and psychology journals.
Ajay K. Kohli is Isaac Stiles Hopkins professor of marketing at Emory University’s Goizueta Business School. During 2000–2001, he is on
leave from Emory and working at the Monitor Company. He has published in several journals on market orientation, sales management,
and organizational buying behavior. 相似文献
10.
Personal selling is thought to be a very effective marketing vehicle. The notion of adaptive selling suggests that it should
work better than any other means of communication because salespeople are able to develop a unique message for each customer.
This research proposes a model of key antecedents and consequences of adaptive selling. In particular, we distinguish, measure,
and model the attitudinal and behavioral aspects of adaptive selling, something that is encouraged but not thoroughly examined
in the literature. Hypotheses are tested using data from 210 salesperson-customer dyads. The results indicate that a salesperson’s
perception of the firm’s customer orientation has an effect on adaptive selling behavior through the salesperson’s adaptive
selling confidence, role ambiguity, intrinsic motivation and customer-qualification skills. Adaptive selling behavior increases
salesperson’s outcome performance, customers’ evaluations of satisfaction with the product and with the salesperson, which
enhance customers’ anticipation of future interactions with the salesperson. The implications for management and theory are
discussed. 相似文献
11.
Douglas E. Hughes Joël Le Bon Adam Rapp 《Journal of the Academy of Marketing Science》2013,41(1):91-110
This study explores the generation and use of competitive intelligence (CI) within the buyer–seller exchange process and its influence on salesperson performance. Using the concept of social capital as a theoretical foundation and multilevel data collected at three time points from 686 customer–salesperson dyads, the authors empirically test a conceptual framework that proposes both antecedents and consequences of CI sharing between customer and salesperson. The results of the study demonstrate that CI sharing by customers is a function of salesperson customer orientation, customer-centric extra-role behaviors, and relationship quality. CI sharing translates into increased perceived value, share-of-wallet, and profit margins when the salesperson utilizes the information to position and differentiate his or her product; however this occurs only when the salesperson has strong adaptive selling skills. Surprisingly, CI negatively influences these outcomes among low-adaptive salespeople, indicating that CI can actually work to a firm’s disadvantage if the salesperson is not equipped to respond to it. These findings suggest that CI must be examined differently than general market knowledge and that firms may leverage CI to their tactical advantage at the salesperson–customer interface if managed effectively. 相似文献
12.
Dhruv Grewal Gopalkrishnan R. Iyer Jerry Gotlieb Michael Levy 《Journal of the Academy of Marketing Science》2007,35(2):250-258
Researchers and service providers have realized that a disproportionate share of a firm’s sales and profits come from a relatively
small number of loyal customers that repeatedly purchase the firm’s services. In many service settings, such as health care,
repeated interactions between the service provider and the client are necessary for service delivery. While service quality
is certainly important, it is also important that customers’ perceptions of perceived risk are taken into account and that
customers perceive a degree of control over the services provided. We develop a conceptual model of linkages between the physical
environment of the service, perceived control over the service and service quality and, demonstrate through two empirical
studies, how these factors affect perceived risk and post-purchase behavioral intentions. Both studies were conducted in health
care settings. In the first study, we collected data using a mail survey of 192 patients after their treatment from a regional
hospital. In the second study, survey data were collected from 101 patients of a specialized clinic providing alternative
therapies within a major hospital. Our results provide confirmation that the favorable physical environment of the service
setting enhances perceived control and perceptions of service quality. Moreover, perceived control and perceived quality of
the service provider reduces post-purchase perceived risk. Finally, post-purchase perceived risk reduces behavioral intentions,
while perceived quality of the service provider enhances behavioral intentions.
Authors contributed equally to the research. 相似文献
13.
Ahmad Daryanto Ko de Ruyter Martin Wetzels Paul G. Patterson 《Journal of the Academy of Marketing Science》2010,38(5):604-616
In this paper, we examine the impact of various configurations of regulatory fit on the attitudes, exercise intentions and
actual behavior of members of a health club loyalty program. Regulatory fit is conceptualized as both the match between types
of program rewards and how they are communicated, as well as the congruence between reward types and regulatory focus as a
stable, individual disposition. In two experimental designs, non-point reward programs offering a short-term cash bonus were
used. The results of Study 1 suggest that regulatory fit has a positive impact on perceived value, exercise intentions and exercise intensity, but not
on visit frequency. Analysis of repeated behavioral measures further reveals that regulatory fit has a stronger impact on
exercise intensity over time relative to nonfit. Study 2 also confirms the predictive power of regulatory fit over nonfit when conceptualized as the match between reward type and
trait regulatory focus. 相似文献
14.
Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes 总被引:4,自引:0,他引:4
Rosemary P. Ramsey Ravipreet S. Sohi 《Journal of the Academy of Marketing Science》1997,25(2):127-137
A thorough understanding of how businesses gain and maintain long-term relationships with clients is critical in today’s environment.
This study develops a scale for salesperson listening behavior and investigates the impact of customers’ perceptions of salespeople’s
listening behavior on trust, satisfaction, and anticipation of future interaction. A structural equations model is developed
and empirically tested using a sample of new car buyers. The research results suggest that listening is a higher-order construct
composed of three dimensions: (a) sensing, (b) evaluating, and (c) responding. When customers perceive a high level of listening
behavior by a salesperson, it enhances their trust in the salesperson and leads to greater anticipation of future interaction.
Implications and future research issues are discussed.
Her research interests include measurement issues, buyer-seller relationships, sales technology, and creativity. She has published
inJournal of Retailing, Journal of Business Research, Journal of Personal Selling & Sales Management, and various other journals and proceedings.
His research interests include issues in personal selling, sales management, and channels of distribution. He has published
inEuropean Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Macromarketing, Journal of Marketing
Theory and Practice, Journal of Retailing, Psychology and Marketing, and various conference proceedings. 相似文献
15.
Chen Wang JoAndrea Hoegg Darren W. Dahl 《Journal of the Academy of Marketing Science》2018,46(2):190-211
This research investigates the impact of a sales team’s entitativity—the extent to which a group of individuals is perceived as a unified single entity—on customer satisfaction. Four studies demonstrate that a sales team entitativity cue, either based on appearance (e.g., wearing the same outfit) or based on behavior (e.g., explicit coordination in service), leads to heightened perceptions of service quality, which subsequently enhances customer satisfaction. Further, these two entitativity cues are shown to have interactive effects. Specifically, when both cues indicate high entitativity, customer satisfaction with the sales team exceeds the average evaluation of individual team members. However, if at least one cue suggests low entitativity (e.g., different outfits or no explicit coordination), the positive influence of the entitativity cue is undermined and customer satisfaction with the team’s service is mitigated. Product category is identified as an important moderator of the main effect. 相似文献
16.
J. Andrew Petersen V. Kumar F. Javier Sese 《Journal of the Academy of Marketing Science》2018,46(5):813-836
Recent evidence about the central role played by perceptual constructs in driving performance outcomes has produced a renewed interest in studying customer mindset metrics (CMMs; e.g., satisfaction, service quality, and loyalty intentions). However, we still lack a proper understanding of how (i.e., process) and to what extent (i.e., magnitude) these CMMs ultimately translate into profitability at the customer level. In this study, we integrate CMMs into an individual-level framework of customer behavior and profitability and provide a conceptual understanding of the process through which these metrics influence customer profitability. Specifically, we propose three mechanisms through which CMMs affect customer behavior and profitability: behavioral effect, marketing effectiveness effect, and marketing efficiency effect. We empirically test this framework across two distinct contexts, a B2B high-tech firm and a B2C telecommunications firm. The results demonstrate that these unobservable CMMs have a significant and multi-dimensional impact on customer behavior and customer profitability. Furthermore, we compute the increases in customer behavior and customer profitability that each firm can expect due to increases in CMMs to help firms improve resource allocation and make better decisions about how much (and when) to invest in CMMs. 相似文献
17.
Sarath A. Nonis Jeffrey K. Sager Kamalesh Kumar 《Journal of the Academy of Marketing Science》1996,24(1):44-56
Researchers’ attentions have recently focused on how salespeople cope with role stress. This study focuses on salespersons’
use of six upward influence tactics (UITs) with the immediate sales manager, and how salespeople use UITs to lessen the impact
of two role stressors (perceived role conflict and role ambiguity) associated with the sales job. The study also evaluates
the potential moderating role of UITs on relationships between role stress and manager satisfaction and propensity to leave.
Analysis of data gathered from a heterogeneous sample revealed differences in use of UITs between salespeople classified as
either high or low in role stress. Salespeople who perceive high role conflict employ assertiveness and upward appeal UITs
more frequently. Salespeople who perceive high role ambiguity use exchange and coalition-building UITs more frequently. Results
also suggest that salespersons’ use of assertiveness and ingratiation UITs exacerbate relationships between perceived role
ambiguity and two outcomes: satisfaction with supervisor and propensity to leave. Implications of the study findings for sales
managers are reviewed, as are implications for further research.
His research interests are in the areas of personal selling and sales management. His work has appeared inJournal of Education for Business, Journal of Marketing Theory and Practice, and various national and international conference proceedings.
Jeffrey K. Sager, Ph. D., conducts research in the areas of salesperson turnover and job stress. His work has appeared in theJournal of the Academy of Marketing Science, Journal of Personal Selling and Sales Management, andJournal of Business Research.
His research interests are in the fields of strategic management and organizational behavior. His research has been published
in theAcademy of Management Journal, Journal of Applied Psychology, and several other journals. 相似文献
18.
Thomas E. DeCarlo Russell N. Laczniak Thomas W. Leigh 《Journal of the Academy of Marketing Science》2013,41(4):418-435
This research examines how consumers’ subjective product knowledge affects the way they interpret salesperson compensation within the financial services industry. Data from a nationwide panel of consumers show that higher product knowledge consumers become highly suspicious and lower purchase intentions when salesperson commission rates fall outside of the latitude of acceptance (Study 1). Study 2 results, however, demonstrate a reversal of these effects by showing that compensation–recommendation consistency is an important moderator in financial salesperson interactions. In addition, the study describes boundaries of the suspicious mindset that underlies consumer responses to sales information. Theoretical and practical implications of the finding are discussed, as are future research directions. 相似文献
19.
社交媒体不仅深刻地影响着人们的日常生活,而且也影响着人们对旅游目的地形象的感知及旅游者的行为意向。社交媒体的主要特征包括感知有用性、生动性和互动性三个方面。为探索社交媒体特征对感知形象及旅游者行为意向的影响机理,本文以重庆为例,采用结构方程模型实证检验社交媒体特征与感知形象及旅游者行为意向之间的关系。结果发现:社交媒体的三个特征对旅游者行为意向具有直接正向影响;社交媒体的三个特征通过感知形象间接作用于旅游者行为意向;感知形象显著影响旅游者行为意向。 相似文献
20.
Traci H. Freling Jody L. Crosno David H. Henard 《Journal of the Academy of Marketing Science》2011,39(3):392-406
A substantial literature stream indicates there are benefits to having a favorable brand personality, such as enhanced brand
attitudes and purchase intentions and higher levels of consumer trust and loyalty. Contemporary advertisements and promotional
activities by a host of firms demonstrate a managerial belief in the value of establishing a brand personality that mirrors
that of branding scholars. Yet extant research has yet to fully evaluate the perceived appeal of brand personality to consumers.
This issue is important to managers because it is precisely this level of appeal that influences target consumers’ purchase
decisions and helps to sustain the endurance of a brand’s perceived personality between promotional cycles. This article conceptualizes,
develops, and validates measures for assessing a consumer’s perception of brand personality appeal (BPA). Three dimensions
of BPA (favorability, originality, clarity) emerge and are empirically demonstrated to directly and positively impact consumer
purchase intentions. 相似文献