Salesperson time perspectives and customer willingness to pay more: roles of intraorganizational employee navigation,customer satisfaction,and firm innovation climate

This research aims to fill a critical gap in the sales literature by proposing a relationship-based model of customer willingness to pay more, involving salesperson time perspectives (i.e., long-term perspective and short-term perspective), intraorganizational employee navigation, and customer satisfaction with the salesperson. We also examine the moderating role of firm innovation climate. Multisource survey data were collected from 204 salespeople in a business-to-business sales context along with external ratings from customers of these salespeople three months later. The findings indicate that both long- and short-term perspectives have positive effects on intraorganizational employee navigation and customer satisfaction, which, in turn, positively affect customer willingness to pay more. In addition, short-term perspective has a stronger impact than long-term perspective on intraorganizational employee navigation. Further, the effect of long-term perspective on customer satisfaction is strengthened by the innovation climate of the firm, whereas the effect of short-term perspective on customer satisfaction is weakened by it.     

The good,the bad and the effective: a meta-analytic examination of selling orientation and customer orientation on sales performance

The concept of customer orientation (CO) is a focal construct in marketing and sales literature. Saxe and Weitz introduced CO to contrast the traditional high-pressure approach to sales (selling orientation). This study synthesizes empirical evidence from 1982 to 2013 to provide insight into the antecedents and consequences of both CO and selling orientation (SO). A conceptual meta-analytic model based on research into interpersonal motive models is proposed and tested using effect sizes from 126,790 salesperson survey responses to advance theory development on our understanding of how SO and CO behaviours affect organizations. Findings show that adaptive selling mediates the impact of both SO and CO which has important practical implications for hiring and training salespeople. Furthermore, this study shows that goal orientations are antecedents of SO and CO and that the impact of SO on job performance varies by customer type.     

Role clarity,role conflict,and vitality at work: The role of the basic needs

This study aimed to provide new information on the relationships between vitality at work and role clarity, role conflict, and psychological basic need satisfaction. Participants of the cross‐sectional study were 110 employees in a preventive intervention program. Associations between the focal constructs were examined with regression and bootstrapping analyses. The results suggest that the role clarity is associated with subjective vitality at work through higher autonomy and higher competence, and that role conflict is negatively associated with subjective vitality at work through lower autonomy and lower relatedness. Additionally, an interaction between the role characteristics was observed, suggesting that the strength of the association between role clarity and competence, and the strength of the indirect association between role clarity and vitality through competence may vary depending on the level of role conflict. The findings are consistent with the notion that that managers and co‐workers may affect the opportunities of individuals to achieve need satisfaction and feel energized by delineating and negotiating role‐related factors at work. Need satisfaction, in turn, is an antecedent of well‐being and motivation. Employees should feel able to clarify role ambiguities with their supervisor or co‐workers and thus reduce the role conflicts imposed by the expectations of various stakeholders. Limitations of the study include the self‐rating methodology, cross‐sectional design, and properties of the sample restricting generalizability.     

Family-supportive organization perceptions, multiple dimensions of work-family conflict, and employee satisfaction: A test of model across five samples

Using samples of managers drawn from five Western countries, we tested a theoretical model linking employees’ perceptions of their work environment’s family-supportiveness to six different dimensions of work-family conflict (WFC), and to their job satisfaction, family satisfaction, and life satisfaction. Our results are consistent with a causal process whereby employees working in an environment viewed as more family-supportive experience lower levels of WFC. Reduced WFC then translates into greater job and family satisfaction, followed by greater overall life satisfaction. These findings were generalizable across the five samples.     

The relationship between core self-evaluations and work and family satisfaction: The mediating role of work-family conflict and facilitation

This study examines the impact of work-family conflict and work-family facilitation on work and family outcomes and explores the influence of core self-evaluations (CSE) among these relationships. CSE is comprised of self-esteem, neuroticism, locus of control, and general self-efficacy. CSE was found to be negatively related to work interfering with family (WIF) and family interfering with work (FIW) conflicts, but not to work-to-family facilitation (W→FF) or family-to-work facilitation (F→WF). WIF and FIW negatively predicted work and family satisfaction, respectively. Additionally, W→FF was significantly related to job satisfaction in the hypothesized direction, and F→WF positively predicted family satisfaction. Job satisfaction negatively predicted intentions to quit. The research and practical implications, as well as limitations of this study are discussed.     

Attachment styles,conflict styles and humour styles: interrelationships and associations with relationship satisfaction

Relationships among attachment styles, conflict styles and humour styles were examined in the context of romantic relationships. Each style was assumed to be based upon underlying assumptions about self and others, so relationships among the measures were predicted. A model assuming that the relationship of attachment styles to relationship satisfaction was partially mediated by the conflict styles and humour styles was tested. Overall, the predicted relationships among the three measures were supported. Conflict styles and humour styles reflecting attitudes about others were related to the avoidance attachment style, while those reflecting attitudes about the self were related to the anxiety attachment dimension. Conflict styles and humour styles were mediators of the association of attachment style with relationship satisfaction. Copyright © 2007 John Wiley & Sons, Ltd.     

Selling behaviours and sales performance: the moderating and mediating effects of interpersonal mentalizing

A random sample of independent insurance agents was surveyed to explore the relationships among learned behaviours, such as, adaptive selling and customer orientation and personal dispositions, such as, interpersonal mentalizing in predicting sales performance. The primary focus of this research was to reexamine salespeople's theory of mind in a broader theoretical base of human abilities. The results confirmed that the dimensions of interpersonal mentalizing, such as, taking a bird's-eye view, shaping the interaction by creating a positive ambience, detecting nonverbal cues and rapport building have different roles for the effectiveness of selling behaviours. While taking a bird's-eye view was a moderator, creating a positive ambience was a mediator of the relationship between selling behaviours and performance. Furthermore, salespeople's ability to build rapport improved sales performance only when they were able to detect nonverbal cues from customers. Taken together, these findings shed light on the complementary role of autonomous abilities of salespeople in improving the productivity of their learned selling behaviours. Several managerial implications were derived from the findings.     

A two wave cross‐lagged study of work‐role conflict,work‐family conflict and emotional exhaustion

By using a two‐wave panel design, the present study aimed to study causal, reversed, and reciprocal relations among work‐role conflict, work‐family conflict, and emotional exhaustion. The Conservation of Resources theory was applied as a theoretical framework. The study was conducted in a large Norwegian oil and gas company (n = 1703). The results demonstrated positive cross‐lagged effects of work‐role conflict and work‐family conflict on emotional exhaustion. In addition, emotional exhaustion predicted work‐family conflict over time, and work‐family conflict predicted work‐role conflict over time, indicating the presence of reciprocal effects. The current study adds new knowledge to the positioning of work‐family conflict in relation to perceived conflict in the workplace and emotional exhaustion.     

Family boundary characteristics,work–family conflict and life satisfaction: A moderated mediation model

Although work–family border and boundary theory suggest individuals' boundary characteristics influence their work–family relationship, it is largely unknown how boundary flexibility and permeability mutually influence work–family conflict and subsequent employee outcomes. Moreover, the existing work–family conflict research has been mainly conducted in the United States and other Western countries. To address these gaps in the work–family literature, the present study examines a moderated mediation model regarding how family boundary characteristics may influence individuals' work–family conflict and life satisfaction with a sample of 278 Chinese full‐time employees. Results showed that employees' family flexibility negatively related to their perceived work interference with family (WIF) and family interference with work (FIW), and both these two relationships were augmented by individuals' family permeability. In addition, WIF mediated the relationship between family flexibility and life satisfaction; the indirect effect of family flexibility on life satisfaction via WIF was stronger for individuals with higher family permeability. The theoretical and managerial implications of these findings are discussed.     

Employee adaptive performance and job satisfaction during organizational crisis: the role of self-leadership

This study tests the hypothesis that self-leadership is positively related with employee adaptive performance and job satisfaction in rapid change and unpredictable work environments. This assumption was tested through a quasi-experimental study regarding the implementation of a self-leadership training programme in the Private Banking department of an international bank. Change in private bankers’ self-leadership, adaptive performance and job satisfaction was measured three times, over a period of 8 months. During the fourth month of the training programme implementation, the bank underwent an unexpected bailout. Fifty-two private bankers were randomly assigned to an experimental group (n = 28) and to a control group (n = 24). The results showed an increase in self-leadership, adaptive performance and job satisfaction for the experimental group, while job satisfaction decreased for participants in the control group. Our findings suggest that change in the level of self-leadership is positively related with change in the level of adaptive performance and job satisfaction over time. This study presents new evidence that individual adaptive performance and job satisfaction can be enhanced through self-leadership training. Self-leadership training can be used as a valuable tool to help organizations improve employees’ adaptive performance and job satisfaction, especially during organizational crisis.     

Considering the role of personality in the work-family experience: Relationships of the big five to work-family conflict and facilitation

Using a national, random sample (N=2130), we investigated the relationship between each of the Big Five personality traits and conflict and facilitation between work and family roles. Extraversion was related to greater facilitation between roles but was not related to conflict, whereas neuroticism was related to greater conflict but only weakly related to facilitation. Conscientiousness was related to less conflict, presumably reflecting efficient time use and organizational skills. In general, conflict was negatively related to work-family outcomes (e.g., lower job and family effort and satisfaction) whereas facilitation was positively related to the same outcomes. Conflict and facilitation were shown, however, to be orthogonal rather than opposite constructs. Implications for work-family theory, for the understanding of personality traits, and for enhanced responsibilities of organizations are discussed.     

More gratitude,less materialism: The mediating role of life satisfaction

An empirical relationship has been documented between gratitude and materialism, such that stronger feelings of gratitude are associated with lower materialism. Building on Fredrickson's (1998, 2001) theory that positive emotions ‘broaden’ and ‘build’ we sought to expand upon this finding by (1) examining satisfaction with life as a potential mechanism for this relationship, and (2) exploring the causal direction of this relationship through experimental means. Study 1 (n = 131) demonstrated that satisfaction with life mediated the relationship between gratitude and materialism. Study 2 (n = 171) showed that that experimentally induced gratitude resulted in higher satisfaction with life and lower materialism in a high gratitude condition compared to an envy (low gratitude) condition. Implications and directions for future research were discussed.     

Wanting,having, and satisfaction: examining the role of desire discrepancies in satisfaction with income

In 3 studies, the authors tested the predictors of income satisfaction, examining whether discrepanc between the things people have and the things they desire predict satisfaction. Study 1 manipulated the desirability of items that can be purchased with participants' income, and showed that their satisfaction with that income depended on the desirability of these items. Study 2 demonstrated that whether people's income enabled them to purchase the things they desired influenced their satisfaction with income. Study 3 found that the effect of comparisons with a person's past on income satisfaction is completely mediated by one's desires; and the effect of social comparison on income satisfaction is partially mediated by desires. Thus, desires play a pivotal role in determining people's satisfaction with income.     

Role stressors and counterproductive work behavior: The role of negative affect and proactive personality

Based on the stressor‐emotion model, we propose that negative affect mediates the relationship between three role stressors (i.e., role ambiguity, role conflict, and role overload) and counterproductive work behavior (CWB), while proactive personality moderates the relationships between negative affect, role stressors, and CWB. We tested our hypotheses using data from 332 employees in Mainland China. We found that negative affect mediated the relationships between the three dimensions of role stressors and CWB. Role ambiguity was most strongly associated with CWB, followed by role conflict and then role overload. Proactive personality moderated the role ambiguity‐negative affect, role conflict‐negative affect, and negative affect‐CWB relationships, but not the relationship between role overload and negative affect.     

Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

Gender and work-family conflict: testing the rational model and the gender role expectations model in the Spanish cultural context

Gutek, Searle, and Klepa (1991) proposed two models to explain the gender differences in work-family conflict: the rational model and the gender role expectations model. Both models have mostly been tested on American and Canadian samples, and have obtained partial support. Given the cultural differences between North American countries and Spain, we should question whether the two models are equally applicable to Spanish society or whether one of them captures Spanish men and women's experience of work-family conflict better than the other. So, the aim of this study is to test which of the models better explains the gender differences in work-family conflict in the Spanish cultural context (or if, indeed, the two models apply equally well). Given the typical cultural dimensions of Spanish society, we expected to find greater support for the gender role expectations model than for the rational model. However, the results obtained in this study indicated that, while the rational model can explain the gender differences that were found, the gender role expectations model cannot capture Spanish people's work-family conflict experiences. The results are interpreted in terms of cultural dimensions characteristic of the Spanish context.     

Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.