Relationship Development in Selling: A Cognitive Analysis

Recent research has suggested that trust and relationship-building contribute to the effectiveness of salespeople. This paper reviews the literature on the cognitive selling paradigm and the influence of knowledge structures on the relationship-building process. Next, two recent studies (Anglin 1990; Szymanski 1987) which investigated knowledge, relationship development, and sales performance are reviewed. The findings from these studies imply that a fundamental difference may exist in the manner in which higher and lower performing salespeople perceive the selling process. Higher performers placed greater emphasis on establishing “trust” and also preferred to find out information about the prospect before reciprocating with information about themselves. Lower performers, on the other hand, preferred to disclose information about themselves before obtaining personal information about the prospect.     

To feel is to know relations: James' concept of stream of thought and contemporary studies on procedural knowledge

The theory of William James concerning the temporal and dynamic nature of mind is analyzed as implying that thought is a flow of subjective experience that belongs to the material flow of living beings, and therefore, that knowledge is primarily affective and practical rather than declarative and contemplative. In this context, we will discuss contemporary theory and research relevant to the discussion about declarative and procedural knowledge, with the focus on a literature review in the neurosciences of knowledge. Then we reconstruct James' theory of mind as flow, in terms of relatedness, feeling, and temporality of experience. The Principles suggest that declarative knowledge is not independent, but derived and supported by a more basic knowledge that is both procedural and affective in nature. Finally, we discuss possible lesson for nowadays efforts to develop a dynamic account of the procedural nature of knowledge.     

The contribution of judgment scale to the unskilled-and-unaware phenomenon: How evaluating others can exaggerate over- (and under-) confidence

The unskilled-and-unaware phenomenon occurs when low performers tend to overestimate their performance on a task, whereas high performers judge their performance more accurately (and sometimes underestimate it). In previous research, this phenomenon has been observed for a variety of cognitive tasks and judgment scales. However, the role of judgment scale in producing the unskilled-and-unaware phenomenon has not been systematically investigated. Thus, we present four studies in which all participants judged their performance on both a relative scale (percentile rank) and an absolute scale (number correct). The studies included a variety of performance tasks (general knowledge questions, math problems, introductory psychology questions, and logic questions) and test formats (multiple-choice, recall). Across all tasks and formats, the percentile-rank judgments were less accurate than the absolute judgments, particularly for low and high performers. Furthermore, in Studies 1–3, the absolute judgments were highly accurate, even when the percentile-rank judgments were not. Thus, differences in the accuracy of percentile-rank judgments across skill levels do not always represent differences in self-awareness, but rather they may arise from difficulties that performers have at evaluating how well others are performing. Most importantly, the unskilled-and-unaware phenomenon on a relative scale does not guarantee inaccurate self-evaluations of absolute performance.     

Student Attitudes Regarding Gender Bias in Performance Evaluations of Salespeople

This study examined how students believe salesperson gender impacts evaluations of salesperson performance. Students reviewed job performance information about either male or female salespeople. The information had purportedly been prepared by the salesperson's supervisor and indicated the level of performance as high or low. Students were asked how they thought the salesperson's supervisor might respond to the performance in terms of rewards (promotion, pay increases) for high performers and corrective measures (termination, counseling) for low performers. The results indicated that students believe that supervisors would more readily reward high performing males than females with identical performances. In contrast, students believed that supervisors would react more punitively toward low performing males than females with identical performances.     

Empathic Blushing in Friends and Strangers

Three volunteers watched a previously recorded video of one of them singing, as cheek sensors monitored their blushing. When performers watched videotapes of their performance, they blushed significantly more than strangers, but not more than their own friends, watching with them. Friends and strangers did not differ significantly in blushing, however. Skin conductance arousal responses of performers and friends, but not performers and strangers, or friends of performers and strangers, were correlated. In a second experiment, strangers who sang before watching another person sing blushed more than strangers who did not sing first, or who sang and then watched a neutral video. This suggests that performing the embarrassing act may have predisposed people to blush, perhaps empathically, later. No gender differences were seen in blushing. Embarrassability questionnaire scores did not correlate with blushing. Empathic accuracy, and associative learning, are proposed to account for the results.     

Show me The Money! do Financial Rewards for Performance Enhance or Undermine The Satisfaction from Emotional Labor?

Does satisfaction from performing emotional labor (EL)—maintaining positive emotions with customers as part of the job—depend on the financial rewards available for good service? According to a “controlling perspective” of rewards, satisfaction from performing EL may be undermined by financial incentives, but based on a “valuing perspective” of rewards, the relationship should be enhanced. We contribute to the literatures on EL and performance‐contingent rewards with a “full‐cycle” inquiry of this question conducted with (a) a field survey of diverse occupations in the United States, (b) an experimental call center simulation with U.S. college students, and (c) a multilevel study of Taiwanese sales firms. Overall, financial rewards for service performance enhanced, rather than undermined, satisfaction from EL requirements and effort (i.e., surface acting) with customers. Performing EL by modifying feelings (i.e., deep acting) was positively related to job satisfaction regardless of rewards, beyond personality traits. Results have implications for reward structures and enhancing job satisfaction with this increasingly common form of labor.     

Representative co-design: Utilising a source of experiential knowledge for athlete development and performance preparation

Contemporary models for athlete development and performance preparation in sport have advocated a role re-conceptualisation for coaches grounded as learning environment designers. Within this re-conceptualisation, expert practitioners are encouraged to draw upon their experiential knowledge to design representative and meaningful learning activities that place the performer-environment interaction at its core. However, we propose that, currently, a critical source of experiential knowledge is often overlooked within the process of learning design – that of performers. Specifically, practitioner-performer interactions could enrich the design of learning environments by promoting the utilisation of soliciting affordances and encouraging the psychological engagement of performers. This paper introduces the concept of representative co-design – a notion which builds on existing research by framing how the insights and experiences of performers can be negotiated within the design of practice tasks that seek to faithfully simulate interacting constraints of competition to enrich learning environments. We frame the notion of representative co-design, and contend its importance within more contemporary athlete development and performance preparation models, at two levels: (i) that of enriching physical education curricula to develop thought provoking, ‘intelligent’ child/adolescent learners, and (ii) that of enriching contemporary athlete preparation models in high-performance sport to enhance learning and engagement, and to develop ‘next generation’ coaches within current athletes. To bring this conceptualisation to life, we present two exemplars demonstrating the notion of representative co-design, while concurrently highlighting areas for future research.     

Sales Manager Behavior Control Strategy and its Consequences: The Impact of Manager Gender Differences

Salesperson gender studies have consistently reported no differences. In contrast, a single-company study found several differences based on sales manager gender concerning salesperson attitudes, behavior, and outcome (Piercy, Cravens, and Lane 2001). The present research examines the sales manager gender issue across multiple companies from the perspective of sales managers. Sales units led by female managers display higher effectiveness. Female sales managers perform significantly higher levels of behavior-based control activities and display higher competence in this management approach, compared to male counterparts. There are few differences in managers’ assessments of salespersons’ behavior performance based on gender. Female sales managers do not show higher levels of organizational citizenship behavior as part of their management approach. Interestingly, no differences based on gender were found concerning several salesperson and organizational characteristics. These findings suggest that different selling environments are not affecting the study gender results. Several promising future research directions are discussed.     

Identification and conceptualization of procedural chunks in chess

When it comes to cognitive architecture and human information processing, chunks are one of the best known and most recognized constructs. Nevertheless, the nature of chunks is still very elusive, especially when it comes to chunks in procedural knowledge. This study deals with basic features of procedural information processing and examines the manifestation of chunks in procedural knowledge. The participants' task was to reconstruct sequences of chess moves. Chess was chosen as an experimental domain, because of its complexity, well-defined rules and standardized measure of chess player strength. From the results we conclude that short-term memory capacity is determined by the combination of the size and amount of procedural chunks recalled to the short-term memory. We have shown that on average, participants with more specialized knowledge operated faster and with larger chunks of procedural information than participants with less specialized knowledge. We have shown that in procedural information processing, the level of expertise and the sorting order of the retrieved information are important factors that influence the amount of procedural chunks retained in the short-term memory. Therefore, the capacity of short-term memory in complex situations cannot be expressed as a simple concept.     

Intact Procedural Knowledge in Patients with Alzheimer's Disease: Evidence from Golf Putting

Can Alzheimer's disease (AD) patients efficiently learn to perform a complex motor skill when relying on procedural knowledge? To address this question, the authors compared the golf-putting performance of AD patients, older adults, and younger adults in 2 different learning situations: one that promotes high error rates (thus increasing the reliance on declarative knowledge) or one that promotes low error rates (thus increasing the reliance on procedural knowledge). Motor performance was poorer overall for AD patients and older adults relative to younger adults in the high-error condition but equivalent between similar groups in the low-error condition. Also, AD patients in the low-error condition had better performance at the final putting distance relative to those in the high-error condition. This performance facilitation for AD patients likely stems from intact procedural knowledge.     

集体问题解决中的知识、惯例和绩效

在Cohen和Bacdayan发明的两人TTT纸牌游戏的基础上开发了三人TTT游戏,并以此为实验任务,考察了三人集体问题解决活动能否形成惯例,比较了有问题图式组和无问题图式组之间在惯例和绩效上的差异。实验结果表明：（1）三人问题解决能够形成惯例;（2）有图式组的惯例化程度总体上低于无图式组,而其惯例化程度提高的速度则快于后者;（3）无图式组的绩效高于有图式组,但前期差异显著,后期不显著。这些结果将前人基于两人TTT游戏所做的惯例研究进一步拓展到三人情境,证实了三人互动中惯例的生成,为研究涉及更多人互动的真正意义上的组织惯例奠定了基础;阐明了知识,特别是前人在组织惯例研究中所忽视的陈述性知识,对于惯例形成和绩效提升的影响,并揭示了其在组织管理和决策活动中的实际意义。     

The Performer's Reactions to Procedural Injustice: When Prosocial Identity Reduces Prosocial Behavior1

Considerable research has examined how procedural injustice affects victims and witnesses of unfavorable outcomes, with little attention to the “performers” who deliver these outcomes. Drawing on dissonance theory, we hypothesized that performers' reactions to procedural injustice in delivering unfavorable outcomes are moderated by prosocial identity—a helping‐focused self‐concept. Across 2 experiments, individuals communicated unfavorable outcomes decided by a superior. Consistent with justice research, when prosocial identities were not primed, performers experienced greater negative affect and behaved more prosocially toward victims when a superior's decision‐making procedures were unjust. Subtly activating performers' prosocial identities reversed these reactions. Results highlight how roles and identities shape the experience and delivery of unfavorable outcomes: When procedures are unjust, prosocial identity can reduce prosocial behavior.     

Macro sales force research

The call for more macro sales force research where the sales force as a whole is the unit of analysis, which was raised in “The Strategic Role of the Sales Force,” is revisited in this article. Technology, consolidation, government policies, the evolution of organizational strategy are dramatically changing the role of the sales force and the daily lives of salespeople. Yet, it is estimated that no more than 5%, and probably less, of sales and sales management research examines these developments. To shine a light on this, a case study of a health-care company that has changed its strategic focus from a product to a solutions provider is presented. Changes in the role of the sales force are examined within the five sales force capabilities identified in the “The Strategic Role” article. Research questions are raised about sales force capabilities.     

Organizational Commitment in the Sales Force

Abstract

Research concerning the determinants of salesperson performance has emphasized expectancy theory. While results of such studies have added greatly to our understanding of sales force behavior, the expectancy theory approach has been questioned concerning its ability to explain consistency in behavior. A potential alternative explanation for behavioral consistency lies in the concept of organizational commitment. This paper explores organizational commitment in a sales setting, discussing research findings from other disciplines and providing a conceptual framework to help guide future research in sales management.     

Distribution of probability assessments for almanac and future event questions

This study examines the distribution and calibration of probability assessments given to general knowledge questions and question concerning future events. Two experiments revealed that: (1) People use certainty responses less frequently in response to questions concerning then-future events than to general knowledge questions even when the then-future event questions are easier than the general knowledge questions. (2) Indonesian students previously thought to have little grasp of probabilistic thinking, are able to give realistic probability assessments for then-future events. Cultural and task influences on our findings are discussed in relation to a procedural model of the processes involved in answering a question. We conclude that, as most applications of decision analysis involve future uncertainty, research in probability assessment should concentrate on questions concerning future events rather than on general knowledge questions.     

Developing Sales Force Relationalism: The Role of Distributive and Procedural Justice

Sales force justice perceptions can play an important role in the development of relational norms or relationalism; however, little research has explored the linkages between justice and the development of sales force relationalism. The relational justice model—that is, neutrality, trust, and respect—was tested with regard to direct effects on sales force perceptions of distributive and procedural justice, and in, subsequently, manager–sales force relationalism. The findings, from a sample of business-to-business salespeople, support the hypothesized relationships between the constructs in the relational model and distributive and procedural justice. Neutrality, trust, and respect significantly and positively affect both distributive and procedural justice, which directly affects the development of sales force relationalism. The results have implications for sales force management and future research endeavors.     

Different working memory capacity in normal young adults for visual and tactile letter recognition task

Thirty-nine young adult participants performing the visual and tactile n-back working memory task were compared. In the visual task, letters were presented on a computer screen and in the tactile task, plastic letters embedded on a board were explored tactually. The amount of incorrect responses increased with increasing memory load in both tasks, but was significantly lower in the visual task. Subgrouping the participants with extreme performances into "skilled" and "poor" performers showed that the best performance was found among "skilled" visual performers, and the worst one among "poor" tactile performers. There was more interindividual variation among tactile than visual performance. We conclude that tactile working memory capacity, measured here by letter recognition and letter memory, is generally more limited and shows more variability than visual memory in normal sighted participants.     

Partisanship,Political Knowledge,and the Dunning‐Kruger Effect

A widely cited finding in social psychology holds that individuals with low levels of competence will judge themselves to be higher achieving than they really are. In the present study, I examine how the so‐called “Dunning‐Kruger effect” conditions citizens' perceptions of political knowledgeability. While low performers on a political knowledge task are expected to engage in overconfident self‐placement and self‐assessment when reflecting on their performance, I also expect the increased salience of partisan identities to exacerbate this phenomenon due to the effects of directional motivated reasoning. Survey experimental results confirm the Dunning‐Kruger effect in the realm of political knowledge. They also show that individuals with moderately low political expertise rate themselves as increasingly politically knowledgeable when partisan identities are made salient. This below‐average group is also likely to rely on partisan source cues to evaluate the political knowledge of peers. In a concluding section, I comment on the meaning of these findings for contemporary debates about rational ignorance, motivated reasoning, and political polarization.