Attributions and behavioral intentions of inexperienced salespersons to failure: An empirical investigation |
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Authors: | Andrea L Dixon Rosann L Spiro Lukas P Forbes |
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Institution: | (1) University of Cincinnati, Cincinnati, USA;(2) Indiana University, Indiana, USA;(3) Western Kentucky University, Kentucky, USA |
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Abstract: | 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. |
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Keywords: | selling sales management attributions failure inexperienced sales representatives |
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