Bouncing Back: How Salesperson Optimism and Self-Efficacy Influence Attributions and Behaviors Following Failure

Previous research reports a relationship between attributions and specific behaviors following a failed sales call. This study investigates the influence of individual differences on both the attribution process and the relationship between attribution and the behavioral intentions of sales representatives following a failure using a sample of financial services salespeople. This research reveals the important roles that optimism and self-efficacy play in shaping salespeople’s attributions for failed sales calls and in their behavioral responses to attributions for failure. Implications for managers and future research are discussed.     

Elaboration on potential outcomes (EPO) and the consultative salesperson: investigating effects on attributions and performance

Past work has found that salespeople make very different attributions when describing successful versus unsuccessful sales. In this article, we explore the influence of elaboration on potential outcomes (EPO), a relatively new individual-specific personality construct that has not been previously examined in the sales context. We show that salespeople's predisposition to engage in predecision elaboration on the potential outcomes of their sales activities across the sales cycle has an important impact on their selling attributions and on their performance, even after accounting for the effects of self-efficacy and trait competitiveness, two other person-specific variables that have been heavily examined in past research. Juxtaposing survey responses with objective sales performance data from 301 salespeople drawn from two sales organizations, the results show that EPO and the more heavily examined variables help to systematically explain salespeople's attributions for success but are only weakly linked to attributions for failure. Moreover, the results show that EPO itself explains a modest, but nevertheless promising, portion of variance in sales performance.     

Situational and Dispositional Predictors of Performance: A Test of the Hypothesized Machiavellianism Structure Interaction Among Sales Persons1

The hypothesized interaction found in laboratory studies between situational structure and Machiavellianism was tested on working samples of sales representatives. The results suggested that success or failure of Machiavellian tactics used in sales organizations appears to depend on the organization's structure: In loosely structured sales organizations high Machiavellians significantly outperformed low Machiavellians, but in tightly structured sales organizations, high Machiavellians failed to outperform low Machiavellians. These results and implications for future research are discussed.     

Book review

Long-standing beliefs about one's self-efficacy and learning ability accumulate over the school years. Attributions, or causal perceptions and interpretations, of behavioural outcomes are also based on a person's learning history. And, it is evident from research on attributional bias and self-esteem that the perceived causes of success and failure have consequences for academic success. An important perspective on attributions, frequently neglected in educational research, pertains to content-specific beliefs about one's competence. We set up a field study in which students from the first form of secondary education were asked to report their causal attributions of regular school examinations in three school subjects: history, native language, and mathematics. The results suggest that students generate different causal attributions for successful or unsuccessful examinations, belonging to different school-subjects. Perception of specific examination conditions may or may not urge students to generate specific attributions. There is evidence for both school-subject specificity and examination-specificity in the observed causal attributions. But, the effect of school-subject seems to be more pronounced than the effect of examination. Information at the momentary level (examination conditions) interacts with information at the middle level (school-subject). Closer analyses of the observed causal attributions vis-à-vis perceived success and failure in the three school-subjects displayed marked differences, especially in relation to the effort attributions.     

Gender differences in attributions for triathlon performance

Causal attributions given by athletes for performance can influence performance satisfaction, expectation of future success, and persistence in training and competition. Young and inexperienced athletes often show gender differences in sport attribution, with males attributing success to controllable or stable factors like ability and effort, and females attributing success to uncontrollable or unstable factors like luck and social support. Would older, more experienced female triathletes also show a self-defeating attribution style and see themselves with little control over sport performance? Using questionnaires, 624 triathletes (mostly white, 443 males, 181 females) rated the importance of 13 attributions for triathlon performance. Unlike past research, female triathletes attributed more importance than males to factors they can attempt to control (psychological state, diet, and weight). After a recent success, female triathletes downplayed the importance of luck and social support.     

Corporate Culture and Sales Force Management in Japan and America

Abstract

Managers' personal values are a key aspect of corporate culture. Sales representatives' agreement with their managers' values (hereafter “value congruence”) can be expected to influence sales performance, satisfaction, and propensity to quit. These propositions are investigated in two countries. One hundred seventy-five sales representatives and 93 sales managers from a Japanese firm and 146 sales representatives and 21 sales managers from a comparable American firm participated in the study. A questionnaire was distributed to the managers and representatives. Value congruence was found to be weakly related to performance, but strongly related to satisfaction and propensity to quit for both cultural groups. The Japanese group was found to be higher in value congruence and propensity to quit, but lower in satisfaction. Suggested are implications for future research and for managers.     

Parent and child causal attributions related to the child's clinical problem

Parents and children were asked to give causal attributions related to the child's learning or behavior problems and an area of success. Actor-observer differences and tendencies of actors to make differential attributions for their positive and negative outcomes were examined. A significant number of parents and childen were in disagreement regarding the cause of the child's problem. Parents made significantly more internal than external attributions for children's presenting problems. In contrast, children were evenly distributed in problem attributions. Both parents and children made significantly more internal success attributions. Research with clinical child populations is highlighted as a valuable way to validate, expand, and refine attribution theory while clarifying its practical applications.Portions of the data included here served as the basis for a presentation by the first author at the annual meeting of the American Psychological Association, New York, 1979. The authors wish to thank the Fernald research group for their comments, and the staff of the San Fernando Valley Child Guidance Clinic, the Fernald office staff, and Perry Nelson for assistance.     

The Future of Sales Training: Challenges and Related Research Questions

This paper discusses four key challenges and related research questions that will be critical to the future success of sales training in three major areas: content development, delivery, and evaluation. The four challenges are the changing roles of salespeople, the intensified emphasis on accountability, the enhancement of technological capabilities, and the importance of cultural diversity. To examine these issues and develop future research questions, the paper draws from reports of industry practices and academic literature in sales training, the sales/service interface, customer-oriented selling, social media, self-directed learning, and multicultural communications competency.     

Past success and convergent thinking in groups: The role of group‐focused attributions

Past success often causes groups to think narrowly around strategies that have worked in the past, even when environmental change has rendered these strategies ineffective. From a psychological perspective, this research seems to indicate that past success may give rise to convergent thinking in groups. Why might successful groups be prone to convergent thinking? I argue that the relationship between past success and convergent thinking may depend on the attributions that groups generate to explain their shared success. In this paper, I focus on two distinct attributions at the group level: Individual‐focused attributions that reflect the idiosyncratic characteristics of individual group members and group‐focused attributions that reflect the emergent properties of the group as a whole. I found that group‐focused attributions for past success cause groups to generate fewer ideas that are, on average, more convergent. In contrast, individual‐focused attributions cause groups to generate more ideas that are on average more divergent. These findings suggest that the experience of success may actually stimulate divergent thinking depending on how a group chooses to explain it. Copyright © 2004 John Wiley & Sons, Ltd.     

Self‐Handicapping: On the Self‐Perpetuating Nature of Defensive Behavior

The term self‐handicapping was introduced by Jones and Berglas (1978 ) to refer to the creation of barriers to successful performance for the purpose of controlling attributions about the self. In the event of failure, attributions to lack of ability are diminished or discounted because of the handicap and, in the event of success, attributions to ability are enhanced or augmented because of the handicap. This article reviews over 25 years of research on self‐handicapping. A process model is presented in which individual differences in goals and concerns dynamically interact with situational threats to elicit self‐handicapping behavior which produces consequences that perpetuate the use of the behavior in future situations.     

The Effect of Vertical Exchange Relationships on the Performance Attributions and Subsequent Actions of Sales Managers

This study examines the type of relationship that exists between the sales manager and subordinate (vertical exchange status), and its impact on the sales manager's attributions about the subordinate performance, as well as subsequent responses to the subordinate. Results indicate that cadres may receive preferential consideration in explaining their performance, which then impacts the sales manager's response to the salesperson. The findings imply that sales managers should be careful in assigning attributions for performance by both cadre and hired hand salespersons.     

Interdependence as a Moderator of the Relationship Between Competitiveness and Objective Sales Performance

In this study, we investigated the moderating role of interdependence (a personality trait that measures the extent to which individuals desire working in a group‐based, cooperative setting) on the relationship between competitiveness and one‐year objective sales performance. On the basis of data from 133 sales representatives, results indicated that: (a) competitiveness was related to objective sales performance; and (b) interdependence moderated the relationship between competitiveness and objective sales performance such that competitiveness predicted objective sales performance more strongly for those who scored low in interdependence versus those who scored high in interdependence. Implications for sales selection and reward systems and directions for future research are considered.     

Effect of actor depression on observer attributions: existence and impact of negative attributions toward the depressed

This experiment examined whether others explain the successes and failures of depressed versus nondepressed people differently and how these attributions are related to affective and behavioral reactions to a request for psychological help. Ss reported attributions about the success and failure experiences of hypothetical depressed and nondepressed people. Ss also responded to a hypothetical request for psychological help by indicating their attributions, affective reactions, willingness to help, and desire for future social contact. As hypothesized, Ss displayed more negative attributions toward depressed people. Replicating prior research, Ss responded to the depressive's request for help with mixed emotional and behavioral reactions. Path analyses revealed that attributions influenced affective reactions, which influenced willingness to help; but a more complex pattern emerged from the analysis of desire for future social contact. Results are discussed in terms of the interpersonal impact and possible causes of negative attributions about the experiences of depressed people.     

The Sales Force Technology–Performance Chain: The Role of Adaptive Selling and Effort

Firms continue to struggle with the implementation of sales force technology tools and the role they play in sales representative performance. This research expands previous literature in the area of sales force automation (SFA) and customer relationship management (CRM) by looking at the consequences after technology adoption by a sales force. Data were gathered from three sources to include 662 sales representatives, 60 sales managers, and fi rm archival data. Using structural equation modeling, our fi ndings indicate that SFA usage has a direct impact on effort, thereby reducing number of hours worked, and CRM usage has a direct positive impact on adaptive selling behaviors. Moreover, experience moderates the relationship between CRM usage and adaptive selling. Discussion, limitations, and directions for future research are also discussed.     

Adulthood Social Class and Union Interest: A First Test of a Theoretical Model

A serial mediation model of union interest was tested. Based on theoretical notes provided by Mellor and Golay (in press), adulthood social class was positioned as a predictor of willingness to join a labor union, with success/failure attributions at work and willingness to share work goals positioned as intervening variables. Data from U.S. nonunion employees (N = 560) suggested full mediation after effects were adjusted for childhood social class. In sequence, adulthood social class predicted success/failure attributions at work, success/failure attributions at work predicted willingness to share work goals, and willingness to share work goals predicted willingness to join. Implications for socioeconomic status (SES) research and union expansion are discussed.     

Comparing two attributional models of job performance in retail sales: A field study

Research investigating attributional style and job performance among sales staff has been limited by its focus on specific sales roles: notably selling insurance by telephone. Important questions therefore remain regarding the mechanism by which attributions influence job performance in sales roles more generally. This paper describes a field study comparing two attributional models of job performance: (1) a learned helplessness (LH) model, and (2) an achievement motivation (AM) model. Managers' performance ratings were collected for 452 retail sales assistants who completed a job‐specific attribution questionnaire and a work‐satisfaction questionnaire. Results indicate that sales assistants who made more internalcontrollable attributions for positive outcomes received higher performance ratings (r =.20, p<.01) and were more satisfied in their work (r =.12, p< .05). The findings provide support for an AM model of job performance among retail sales assistants. They suggest that more successful sales assistants proactively manage their environment in order to create opportunities for successful interactions with customers.     

Expectancies and attributions for hyperactive and medicated hyperactive students

The present study seeks to document some social consequences of prescribing stimulant medication to a hyperactive child. Eighty students and 15 teachers provided expectancies and attributions for the academic performance of hypothetical medicated and nonmedicated hyperactive children. Both teachers and peers were found to have higher expectancies for the medicated than for the nonmedicated child. Data suggest that these differential expectancies may arise from different explanations for success. The success of the medicated child was attributed to a stable factor (medication), while the nonmedicated child's success was seen as due to an unstable cause (effort). Implications of these differential expectancies and attributions for the academic performance of medicated and nonmedicated hyperactive students are discussed.This research was supported in part by a grant from the Spencer Foundation to Bernard Weiner.     

Key Accounts and Team Selling: A Review,Framework, and Research Agenda

As sales organizations increase their reliance on sales teams, they must learn how organizational and interpersonal relationships influence sales teams, how sales teams play a learning role for organizations, and what makes sales teams effective. Presenting a model of interrelationships among members of the selling firm and between the selling and buying firms, we identify five key team selling relationships between (1) members of the same team, (2) members of different teams within the firm, (3) the selling team and the buying center, (4) the selling team and other groups in the selling firm, and (5) the selling team and the firm’s strategy. This model leads to a conceptual framework highlighting relationship drivers, factors, and outcomes instrumental to team selling success. After presenting propositions for future research, theoretical and methodological suggestions are included to facilitate research in this area. We conclude with perspectives on the future of research and practice in key accounts and team selling.     

Resource orchestration and dynamic managerial capabilities: focusing on sales managers as effective resource orchestrators

Resource-based theory (RBT) posits that firms gain competitive advantage through bundles of valuable and rare resources and sustain that advantage over time when such resources are difficult to imitate or nonsubstitutable by competitors. Recent applications of RBT emphasize the role of managers in mobilizing and leveraging organizational resources and capabilities for achieving business objectives. The purpose of this research is to advance the sales literature by applying learning from two specific perspectives based on RBT that focus explicitly on managerial actions pertaining to resources and capabilities: resource orchestration and dynamic managerial capabilities. These perspectives provide insights into the role of sales managers as orchestrators of sales and nonsales resources for achieving sales, organizational, and customer outcomes. Consistent with the stated purpose, this research provides (1) a review of research on resources and capabilities in the sales literature, (2) an overview of resource orchestration and related research, (3) an overview of dynamic managerial capabilities and related research, (4) a research agenda and propositions based on research orchestration and dynamic managerial capabilities for further investigation on the role of sales managers as effective resource orchestrators in sales organizations.     

Attribution of success and failure revisited, or: The motivational bias is alive and well in attribution theory

Do causal attributions serve the need to protect and / or enhance self-esteem? In a recent review, Miller and Ross (1975) proposed that there is evidence for self-serving effect in the attribution of success but not in the attribution of failure; and that this effect reflects biases in information-processing rather than self-esteem maintenance. The present review indicated that self-serving effects for both success and failure are obtained in most but not all experimental paradigms. Processes which may suppress or even reverse the self-serving effect were discussed. Most important, the examination of research in which self-serving effects are obtained suggested that these attributions are better understood in motivational than in information-processing terms.