bluuebunny/crossref_metadata_2025_split huggingface dataset:
The sales function in the twenty‐first century: where are we and where do we go from here?
Authors: Geiger Susi , Guenzi Paolo 
Published: July 2009

PurposeThis article aims to position current sales research in relation to what academics perceive as important future research areas for sales theory and practice. It makes the argument that after a 20‐year period of rapid growth and almost a decade of a transition phase, sales research is now a mature area of academic inquiry. The paper seeks to highlights gaps in current knowledge and promising avenues for future sales research endeavours.Design/methodology/approachThe article is based on a survey of European sales academics; answers are mapped in matrices demonstrating fields of importance against research volume per subject over the past 20 years.FindingsWhile sales research has made many theoretical and managerial inroads, there are still areas where research efforts would greatly enhance both practitioner and academic knowledge.Research limitations/implicationsResearchers should focus their efforts on the highlighted areas, taking particular account of the interplay between sales and finance/accounting. This would allow researchers to address such issues as budgeting and forecasting more systematically than had been done heretofore.Originality/valueThe article combines perceptual data with Williams and Plouffe's meta‐analysis of published sales research to deliver a comprehensive and actionable picture of the state of sales research.
Sales manager and sales team determinants of salesperson ethical behaviour
Authors: Cadogan John W. , Lee Nick , Tarkiainen Anssi , Sundqvist Sanna 
Published: July 2009

PurposeThe purpose of this paper is to develop and test a model of the role managers and peers play in shaping salespeople's ethical behaviour. The model specifies that sales manager personal moral philosophies, whether sales managers themselves are rewarded according to the outcomes or behaviours of their salespeople, sales team job security, intra‐team cooperation, and sales team tactical performance all influence sales team ethical standards. In turn, ethical standards influence the probability that sales team members will behave (un)ethically when faced with ethical dilemmas.Design/methodology/approachThe model is tested on a sample of 154 Finnish sales managers. Data were collected via mail survey. Analysis was undertaken using structural equation modelling.FindingsEthical standards appear to be shaped by several factors; behaviour‐based management controls increase ethical standards, relativist managers tend to manage less ethically‐minded sales teams, job insecurity impedes the development of ethical standards, and sales teams' cooperation activity increases ethical standards. Sales teams are less likely to engage in unethical behaviour when the teams have strong ethical standards.Research limitations/implicationsCross‐sectional data limits generalisability; single country data may limit the ability to generalise to different sales environments; additional measure development is needed; identification of additional antecedent factors would be beneficial.Practical implicationsSales managers should consciously develop high ethical standards in sales teams if they wish to reduce unethical behaviour. Ethical standards can be improved if sales managers change their own outward behaviour (exhibit a less relativistic ethical philosophy), foster cooperation amongst salespeople, and develop perceptions of job security. How sales managers are rewarded may shape how they approach the management of ethical behaviour in their sales teams.Originality/valueThis paper appears to be the first to simultaneously examine both sales manager‐specific and sales team‐specific antecedents to sales team ethical standards and behaviours. As such, it provides an important base for research in this critical area.
The effects of coaching on salespeople's attitudes and behaviors
Authors: Onyemah Vincent 
Published: July 2009

PurposeThis paper's aim is to provide an empirical test of the assumption that coaching impacts salespeople's attitudes and behaviors under various contingencies.Design/methodology/approachThe paper uses the survey responses of 2,532 salespeople and regression analyses.FindingsSalesperson‐organization value fit reduces the likelihood that coaching will engender more affective commitment to the organization, improve satisfaction with job and supervisor and lower perceived role ambiguity. The number of years of formal education reduces the impact of coaching on affective commitment, satisfaction with job and supervisor. Salespeople's confidence in their company's product superiority over competitors' brands also reduces the effectiveness of coaching. Salesperson's organizational tenure has no impact on the effectiveness of coaching. Finally, the age of a salesperson dampens the positive relationship between coaching and affective commitment and job satisfaction but accentuates the negative relationship between coaching and perceived role ambiguity.Research limitations/implicationsAnalyses relied on cross‐sectional data. Thus the findings are only suggestive and causal relationships cannot be claimed. Also, the empirical setting limits the generalizability of findings to other professions.Practical implicationsIncreasing the amount of coaching can engender positive attitudes and behaviors in salespeople. More coaching time should be devoted to younger salespeople, salespeople with lower confidence in the superiority of company's products over competitors' brands, salespeople with fewer years of formal education, and salespeople whose values fit the least with that of the organization.Originality/valueThe paper provides an empirical test of how, under different situations, coaching influences salespeople's attitudes and behaviors.
An exploratory study of sales‐marketing integrative devices
Authors: Dewsnap Belinda , Jobber David 
Published: July 2009

PurposeThe study explores structural devices designed to enhance collaboration between sales and marketing groups. The paper aims to develop a conceptual framework of how such integrative devices link to higher levels of sales‐marketing collaboration and also to higher levels of business performance.Design/methodology/approachA total of 20 in‐depth interviews and a review of the literature are used to examine the nature and effects of sales‐marketing integrative devices in UK consumer packaged goods firms.FindingsThe study identifies two main types of integrative device in operation: trade marketing and category management. The exploratory interviews highlight how these two types of integrative device operate, respectively, at operational and strategic levels. All of the organisations were found to operate some kind of integrative device. However, the organisations studied manifest different levels of collaboration between sales and marketing groups. The conclusion drawn from this and subsequently included in the conceptual framework is that it is the effectiveness of integrative devices, rather than their mere existence, that differentiates between higher and lower levels of sales‐marketing collaboration.Practical implicationsThe effectiveness of sales‐marketing integrative devices appears to have positive effects for collaborative sales‐marketing intergroup relations. The results therefore support the development and effective use of such devices to enhance collaborative relations between sales and marketing.Originality/valueThis study reveals the importance and dimensions of effective sales‐marketing integrative devices and uses in‐depth interviews to support the development of a conceptual framework for future empirical testing. Specific hypotheses to test are developed, together with suggestions regarding the measurement of constructs.
From products to solutions: the role of salesperson opportunity recognition
Authors: Leff Bonney F. , Williams Brian C. 
Published: July 2009

PurposeThis paper seeks to define a new construct, salesperson opportunity recognition, which contributes to solutions selling effectiveness and efficiency.Design/methodology/approachA framework for the composition of salesperson opportunity recognition as well as antecedents and outcomes is constructed from an analysis and synthesis of the extant literature on entrepreneurial cognition and creativity.FindingsThe paper identifies salesperson opportunity recognition as a distinct, multi‐dimensional construct that mediates the relationship between key organizational variables and solutions selling outcomes.Research limitations/implicationsThe paper is conceptual and requires empirical development.Originality/valueThis paper describes key cognitive processes necessary for salespeople to succeed in today's solutions‐oriented, customer‐centric environment. The discussion should help sales scholars embark on new research into salesperson cognition.
An empirical investigation into the impact of relationship selling and LMX on salespeople's behaviours and sales effectiveness
Authors: Paparoidamis Nicholas G. , Guenzi Paolo 
Published: July 2009

PurposeThis study aims to develop and test a model of relationship selling management. It seeks to examine the impact of leadership quality and relationship selling, as antecedents of salespeople's relational behaviours, on sales effectiveness.Design/methodology/approachStarting from a review of literature, the model incorporates two classes of salespeople's relational behaviours, namely customer‐oriented selling (COS) and adaptive selling (AS), two classes of managerial antecedents (i.e. relationship selling strategy and LMX) and one consequence (sales effectiveness). The authors collected data from 164 sales manager‐salesperson dyads in a sample of French firms. A structural equation modelling approach was employed to test the hypotheses.FindingsThe findings show that relationship selling and LMX stimulate salespeople's relational behaviours, which in turn positively affect sales effectiveness. Moreover, the results reveal a positive impact of relationship selling on sales manager‐salesperson exchanges.Research limitations/implicationsThe study is cross‐sectional, and many other relevant constructs should be investigated in future research on the topic. Objective measures of performance may also be incorporated.Practical implicationsThe study demonstrates that companies can stimulate desirable behaviours of salespeople, which drive to better performance, by leveraging on controllable organisational factors, i.e. selling strategy and leadership.Originality/valueThe research fills three important gaps in the extant literature. First of all, the study clearly sheds some light on the role played by specific organisational variables (e.g. leader‐member exchange quality) and behaviours of salespeople in implementing relational strategies. Second, the study shows that the quality of the relationship between supervisors and salespeople can affect specific behaviours of subordinates. Third, the paper contributes to a better understanding of organisational drivers of customer‐oriented selling and adaptive selling, and finds evidence of a positive impact of such behaviours on sales effectiveness.
Internet channel and perceived cannibalization
Authors: Sharma Dheeraj , Gassenheimer Jule B. 
Published: July 2009

PurposeThe purpose of this paper is multifold. First, this study aims to proffer a psychometric scale to measure sales agent's perception of sales cannibalization due to the addition of an internet channel. Second, the study seeks to estimate the downstream impact of sales agents' perceived cannibalization (SPC) on two outcomes, namely, commitment and alienation from work. Third, it aims to examine the moderating role of environmental munificence in the relationship between SPC and the two outcomes.Design/methodology/approachThe data for this study were collected from a contact pool of 2,108 insurance sales agents. A total of 511 valid responses were attained. Structural equation modeling was employed to examine the relationships posited in this study.FindingsFirst, a multi‐item scale was conceptualized and developed for measuring SPC. Second, the properties of the scale were assessed following procedures recommended by Churchill, Anderson, Gerbing, Bagozzi, and Yi. The scale demonstrated satisfactory reliability and validity. Third, SPC was shown to be not universally damaging to commitment. Rather, only under a low munificent environment does perceived cannibalization significantly reduce salespersons' commitment. Additionally, the severity of the influence of SPC on alienation from work increases in low munificent environment.Research limitations/implicationsThe data for this study were collected using a single survey of insurance agents. Future researchers should attempt to examine the relationships posited in this study using a sample from a different industry.Practical implicationsWhile recognizing that the internet is here to stay and that strategic channel decisions will unlikely be made based on the views or psychological reactions of sales agents alone, incorporating the sales agent perspective does allow organizations to take a holistic view of their distribution system. This may be particularly important in view of multi‐channel marketing, when a new marketing channel is employed to co‐exist with the traditional sales force.Originality/valuePrevious conceptualizations of inter‐channel cannibalization were all based on economic terms and, hence, were considered myopic by Porter. This study examines the psychological influence of the addition of an internet channel on sale agents' work related outcomes.
Joined‐up governance: mandated collaboration in US homeless services
Authors: Lewis Bonnie L. , Boulahanis John , Matheny Erin 
Published: July 2009

PurposeThe purpose of this paper is to examine the development of the Northlake Homeless Coalition, a collaborative network among homeless serving agencies in southeastern Louisiana. These collaboratives are required for obtaining government funds for housing programs in the USA.Design/methodology/approachThe study involved a literature review and the application of findings to analyse a case study of the Homeless Coalition.FindingsAmongst the reasons for the success of the programme seem to be the longevity of involvement of many participants, which encourages social bonds and commitment to grow; financial interests and individual attributes of agency representatives, including personalities, relationships, and belief systems. Many of the most active members are from agencies with legitimacy due to their governmental or larger organizational bases, but this is to the exclusion of small, faith‐based organizations and shelters that frequently provide services not able to be funded by the grant. The inflexible requirements that are established at the national level introduce a concern for meeting the needs of front‐line service providers. The infusion of funds has increased services to the homeless in this area. However, location in the most impoverished populations in the USA translates into very poorly funded agencies, with high demands.Originality/valueThe close analysis of the case has thrown light upon the key issues raised by the wider literature on collaborative networks.
Fragmented structures and vertical control systems
Authors: Persson Jan , Westrup Ulrika 
Published: July 2009

PurposeThe purpose of this paper is to discuss the problem of management systems in human services dealing with children and young people not supporting efficient resource utilization, as well as how to deal with this problem.Design/methodology/approachThis paper is based on six years (2002‐2007) of research into human service organizations with regard to social activities focusing on children and adolescents. The authors conducted this research in collaboration with representatives of social services, health services, schools and pre‐schools in three municipalities in southern Sweden (2002‐2005) and four municipalities and two county councils (2005‐2007) in different parts of Sweden. The researchers met these representatives at seminars held every month. The seminars primarily served the purpose of discussing problems and opportunities, as well as allowing experiences to be exchanged between the representatives.FindingsThe circumstances of dependency between social services, schools and pre‐schools are obviously given in their inter‐relationships. Efficient resource utilization thus presupposes resources being distributed on the basis of transverse dialogues held between different actors. The organisational structure and management control systems should therefore be designed so that they support meetings and dialogues between actors involved in different activities and on different levels in social services, schools and pre‐schools.Originality/valueThis paper shows that dialogue across boundaries will provide the prerequisites for the knowledge‐ and experience‐sharing that is necessary to bring about efficient resource utilization in human services directed towards children and young people. Some proposals regarding a more effective and ethically legitimate utilization of resources are also made.
Ambulance calls and cancellations: policy and implementation issues
Authors: Radcliffe James , Heath Geoffrey 
Published: July 2009

PurposeThe purpose of this paper is to explore the issues around the considerable increase in emergency calls experienced by a large county ambulance trust and implications for the implementation of government policy in relation to the English National Health Service Ambulance Service.Design/methodology/approachThe paper involves a literature review and the analysis of the ambulance service data based on emergency call outs, and discussions with senior ambulance and health authority personnel.FindingsIncreased calls were mainly explained by a large increase in cancellations, especially after the vehicle had arrived at the scene. The term “cancellation” is potentially misleading and may carry connotations of wasted resources. There was little evidence of inappropriate calls and no single cause of cancellations or any simple solution. Instead, a wide range of actions were included, many of which seem potentially worthwhile. However, the way the data are presented disguises their diversity and potential value. This reflects the tension between policy and practice, and organisational culture and performance measurement regime.Research limitations/implicationsThis is a single case study and is limited by the parameters of the data base gathered by the ambulance service as part of their normal operational procedures.Practical implicationsThis paper gives support to the enhanced role of the ambulance paramedic and the need to recognise this changing role through a more appropriate approach to performance measurement. The present emphasis on response times and transportations to hospital may result in undervaluing activities at the scene.Originality/valueThe paper identifies a key area where research into policy and governance issues has been limited and presents recommendations for future analysis.
Developing performance management in a local strategic partnership: context and issues
Authors: Jacobs Brian 
Published: July 2009

PurposeThe purpose of this paper is to cover problematic issues concerning context, culture, strategy and processes affecting the development of performance management in the City of Stoke‐on‐Trent local strategic partnership (LSP) between 2005 and 2007.Design/methodology/approachThe author consulted LSP stakeholders and drew on selected literature on strategy and aspects of soft systems methodology (SSM).FindingsThe paper enables the appreciation of performance management as involving various strategic‐related business processes. The development of such processes, in response to central government, represented a rationalising and corporate approach to management.Originality/valueThe paper draws upon different but complementary research approaches and provided an SSM‐style conceptual model of a partnership and its focal management set within a complex context.
E‐service quality: comparing the perceptions of providers and customers
Authors: Stiakakis Emmanouil , Georgiadis Christos K. 
Published: July 2009

PurposeThis study aims to identify the similarities and differences between the perspectives of providers and customers regarding the important dimensions and attributes of e‐service quality (e‐SQ).Design/methodology/approachTen criteria are proposed for assessment of e‐SQ in both business‐to‐business (B2B) and business‐to‐consumer (B2C) transactions. Confirmatory factor analysis confirms the validity of grouping these criteria into five proposed dimensions. The e‐SQ dimensions and criteria are then ranked in terms of their importance by a survey of respondents from small and medium‐sized enterprises with experience in conducting e‐business in Greece. The results are compared with selected surveys of customers' perceptions from the literature.FindingsThe results indicate that the providers' perceptions are in agreement with customers' perceptions with regard to e‐SQ dimensions, but not with regard to specific criteria (items) within those dimensions. The study also finds that providers have similar perceptions of the importance of the suggested e‐SQ criteria in B2B and B2C electronic transactions.Research limitations/implicationsThe findings should be generalised with care if extrapolated to other socio‐cultural settings and specific industries.Practical implicationsManagers should recognise that there might be differences between their views of e‐SQ and those of their customers.Originality/valueThis is one of the few studies to have focused on the perceptions of providers in assessing e‐SQ.
The effect of managerial practice on employee‐perceived service quality
Authors: Slåtten Terje 
Published: July 2009

PurposeThe aim of this study is to study the relationships among: two types of managerial practices (“reward” and “support”), two types of emotional satisfaction (“positive” and “negative”), and employee‐perceived service quality.Design/methodology/approachThe study presents a conceptual model of the aforementioned relationships. It proposed hypotheses regarding these relationships and collected data with a survey study of 1,076 frontline employees in service organizations. An analysis of the testing of the hypotheses follows.FindingsThe study has found that managerial reward and managerial support are both directly related to positive and negative emotions and to employee‐perceived service quality. In particular, positive and negative emotions appear directly related to employee‐perceived service quality. Moreover, it was found that emotional satisfaction partially mediates the relationship between managerial (reward and support) practices and employee‐perceived service quality.Research limitations/implicationsThe study takes place within a broad context of frontline employees in service organizations.Practical implicationsThe study has demonstrated the importance for managers to consider how their practices influence the service quality their employees provide to customers. In particular, managers should take account of employees' emotions, whether positive or negative, because of their role in explaining employee‐perceived service quality. Consequently, one general and key implication from this study is the importance of measuring employees' emotions. Measuring these mental states (described as stable tendencies of feelings) which arise from cognitive appraisals of managerial practices can be a good predictor for employee‐perceived service quality. The study shows that employees are not isolated “emotional islands” and, consequently, it is important for managers to understand how emotions and the quality of service delivery are linked.Originality/valueThe paper enhances knowledge of how emotions are linked to the quality of service delivery and the role of emotional satisfaction in service‐quality management.