Measurement of Trust in Salesperson–Customer Relationships in Direct Selling

No readily available scales exist that are appropriate to the measurement of trust in direct selling. This paper presents a conceptualization of trust that focuses on its nature and presents it as an affect—that is, a combination of attitudes and emotions. To develop a scale that reflects this approach, a two-country study is conducted looking at the perceptions of buyers regarding the trust they place in direct selling salespeople. Three distinct measures of trust and two related measures, based on scales developed for use in contexts other than direct selling, are utilized. The measurement properties of all five are shown to be adequate; however, differences are apparent in their robustness and in the pattern of responses in the two countries. Moreover, one measure (Trust 3) clearly is inferior to the other measures. The paper concludes with a discussion of the effectiveness of these measures of trust and suggestions for future refinements to them.     

Salespeople’s Renqing Orientation, Self-esteem, and Selling Behaviors: An Empirical Study in Taiwan

Purpose  The purpose of this study was to investigate how salespeople’s renqing orientation and self-esteem jointly affect their selling behavior. Design/Methodology/Approach  Data were obtained from a survey of salespeople from 17 pharmaceutical and consumer-goods companies in Taiwan (n = 216). Findings  Salespeople’s renqing orientation (i.e., their propensity to adhere to the accepted norm of reciprocity) compensates the negative effect of self-esteem on their selling behaviors, such as adaptive selling and hard work. Implications  Our study results underscore the critical role of the character trait of renqing orientation in a culture emphasizing a norm of reciprocity. Therefore, it would be useful to consider a strategy of recruiting salespeople with either a high self-esteem or a combination of high renqing orientation and low self-esteem. Originality/Value  The existing literature of industrial/organizational psychology and marketing primarily relies on constructs that are derived from Western cultural contexts. However, the present paper extended these literatures by investigating the possible joint effects of self-esteem with a trait originated from the Chinese culture on salespeople’s selling behaviors.     

Selling points: What cognitive abilities are tapped by casual video games?

The idea that video games or computer-based applications can improve cognitive function has led to a proliferation of programs claiming to “train the brain.” However, there is often little scientific basis in the development of commercial training programs, and many research-based programs yield inconsistent or weak results. In this study, we sought to better understand the nature of cognitive abilities tapped by casual video games and thus reflect on their potential as a training tool. A moderately large sample of participants (n = 209) played 20 web-based casual games and performed a battery of cognitive tasks. We used cognitive task analysis and multivariate statistical techniques to characterize the relationships between performance metrics. We validated the cognitive abilities measured in the task battery, examined a task analysis-based categorization of the casual games, and then characterized the relationship between game and task performance. We found that games categorized to tap working memory and reasoning were robustly related to performance on working memory and fluid intelligence tasks, with fluid intelligence best predicting scores on working memory and reasoning games. We discuss these results in the context of overlap in cognitive processes engaged by the cognitive tasks and casual games, and within the context of assessing near and far transfer. While this is not a training study, these findings provide a methodology to assess the validity of using certain games as training and assessment devices for specific cognitive abilities, and shed light on the mixed transfer results in the computer-based training literature. Moreover, the results can inform design of a more theoretically-driven and methodologically-sound cognitive training program.     

Faculty Selling Desk Copies��The Textbook Industry, the Law and the Ethics

It is a guilty secret that many college professors sell the complimentary desk copies that they receive from textbook publishers for cash. This article attempts to shed light on the undercover practice by looking at the resale of complimentary textbooks by faculty from four perspectives. Part One provides an overview of the college textbook industry, the business reasons that motivate publishers to provide complimentary desk copies to faculty, and the economic consequences of the entry of the textbooks into the used book market. Part Two examines the legal characteristics of complimentary desk copies in terms of their ownership and any contractual duties that may arise from their receipt. Part Three looks at legislative efforts to curb the practice, and Part Four reviews university policies addressing the issue. In Part Five, the ethical implications of faculty selling desk copies are examined, with a special focus on this practice in a business school. The Conclusion considers the future of the sale of complimentary copies in light of the move to e-books and other initiatives by authors and textbook publishers to circumvent the practice.     

That Was a Great Commercial,but What Were They Selling? Effects of Violence and Sex on Memory for Products in Television Commercials1

College students (N = 324) watched a television program containing violence, sex, or no violence or sex. Each program contained 3 violent ads, 3 sexual ads, and 3 neutral ads. Participants were less likely to remember the advertised brands when the ads were embedded in a violent or sexual program than when the ads were embedded in a neutral program. Violent ads were the least memorable. This memory impairment occurred for both males and females, regardless of the content of the ads. If advertisers want viewers to remember advertised brands, they should think twice about sponsoring programs containing violence and sex.     

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.     

Selling the War? System‐Justifying Effects of Commercial Advertising on Civilian Casualty Tolerance

In times of war, news media coverage of the plight of civilian casualties plays a critical role in shaping attitudes regarding war's human costs. We proposed that these attitudes may also be surreptitiously influenced by the commercial advertisements that often accompany this coverage. Specifically, we hypothesized that when newspaper articles pertaining to civilian victims of war are flanked by luxury ads, conservatives, relative to liberals, will subsequently exhibit less concern for these victims. This proposition was based on the notion that commercial ads, particularly those promoting luxury items, make salient the gap between the “haves” and the “have‐nots” and thereby, at least implicitly, threaten the legitimacy of the current socioeconomic system. Drawing upon system justification theory, we posited that this threat would lead individuals with stronger system‐justification tendencies (conservatives), relative to those more open to challenging the current system (liberals), to show greater tolerance for civilian war casualties in order to defend the system's integrity. Evidence consistent with this hypothesis was found in a quasi‐experimental study (n = 329).     

Selling in an asymmetric retail world: perspectives from India,Russia, and the US on buyer–seller information differential,perceived adaptive selling,and purchase intention

The current research aimed to contribute to our understanding of (a) how adaptive selling is perceived by retail consumers in different types of economies when they have differing levels of buyer–seller information differential and (b) how this phenomenon influences their purchase intention. The focal countries were the US (a developed economy) and India and Russia (both developing economies). These three were selected owing to their disparate economic and cultural contexts. This investigation used a relatively new construct: perceived adaptive selling (PAS). PAS refers to the degree to which the buyer perceives that the salesperson is adapting. The study examined whether the impact of PAS was a function of a country’s level of development and whether such perceptions were influenced by the level of buyer–seller information differential in the retail transaction. The findings suggested that buyers in Russia and India PAS and were influenced by it differently from their US counterparts. This work provided a general framework for understanding tactical implementation of the salesperson’s PAS behavior.     

Enhancing Customer-Needs–Driven CRM Strategies: Core Selling Teams,Knowledge Management Competence,and Relationship Marketing Competence

Managing relationships with customers is often challenging because firms engage in many different types of transactions and their customers vary considerably as to their wants and needs. To meet these challenges, firms are turning increasingly to formal customer relationship management (CRM) programs. Because of their ability to enhance interfirm relationships in business-to-business marketing, firms often turn specifically to customer-needs–driven CRM strategies. These strategies focus on the use of database technology to aid in developing long-term cooperative relationships with key customers. One important resource that enables firms to more easily develop and implement customer-needs–driven CRM strategies is the core selling (CS) team. We examine CS teams’ ability to enhance the development of two competences (a knowledge management competence and a relationship marketing competence) that are important components of customer-needs–driven CRM strategy.     

A Role for the X Chromosome in Sex Differences in Variability in General Intelligence?

ABSTRACT— There is substantial evidence that males are more variable than females in general intelligence. In recent years, researchers have presented this as a reason that, although there is little, if any, mean sex difference in general intelligence, males tend to be overrepresented at both ends of its overall distribution. Part of the explanation could be the presence of genes on the X chromosome related both to syndromal disorders involving mental retardation and to population variation in general intelligence occurring normally. Genes on the X chromosome appear overrepresented among genes with known involvement in mental retardation, which is consistent with a model we developed of the population distribution of general intelligence as a mixture of two normal distributions. Using this model, we explored the expected ratios of males to females at various points in the distribution and estimated the proportion of variance in general intelligence potentially due to genes on the X chromosome. These estimates provide clues to the extent to which biologically based sex differences could be manifested in the environment as sex differences in displayed intellectual abilities. We discuss these observations in the context of sex differences in specific cognitive abilities and evolutionary theories of sexual selection.     

Response mode differences in perspective taking: Differences in representation or differences in retrieval?

Three experiments explored whether response mode differences in perspective taking result from different spatial representations or different retrieval processes. Participants learned object locations and then, while blindfolded, pointed to or verbally described object locations from perspectives aligned or misaligned with their facing direction and aligned or misaligned with the learning perspective. Pointing was facilitated from the perspective aligned with the body during testing. Similar facilitation occurred when verbally labeling, but only when conducted in the context of pointing (e.g., after pointing). Without this pointing context, or after third-person strategy instructions, the effect of body alignment was eliminated for verbal responses. Pointing was less responsive to context and strategy. Across all conditions, performance was facilitated for the learning perspective. Taken together, these experiments indicate that response mode differences are due to differences in the retrieval process, which varies with strategy, rather than differences in the organization of the underlying spatial memory.     

New frontiers in psychoanalysis – in our international community

The paper discusses what the author calls “The seduction by the father”. It would occur when, in the Oedipus complex, the father reverses his role: instead of being the one who castrates, he seduces. Seduction here is understood in the sense that he does not act as the one who imposes limits to the child. Consequently the child can not project his hostile impulses onto the father.

Based on clinical data, the Author says that, in the male child, the seduction by the father hampers the transformation of the two Oedipal attitudes towards the father into identifications. The consequences of this fact upon the construction of the “nostalgia of the father's protection” are discussed, so as the transformation of this father into the symbolic father.     

Fill‐in and infill errors in order memory

Many current models of memory are specified with enough detail to make predictions about patterns of errors in memory tasks. However, there are often not enough empirical data available to test these predictions. We report two experiments that examine the relative frequency of fill‐in and infill errors. In immediate serial recall tasks, subjects sometimes incorrectly recall item N too soon, placing it in position N?1. The error of interest is which item is recalled after this initial mistake. A fill‐in error is the tendency to recall item N?1 next, whereas an infill error is the tendency to recall item N+1 next. Both experiments reveal more fill‐in than infill errors, not only overall but at each possible error location throughout the list. The overall ratio is approximately 2:1. We conclude that none of the currently existing models adequately accounts for fill‐in and infill errors.     

What do Secular-believer Women in Israel Believe in?

Secular-believers, who constitute about 25% of Israeli Jews, are self-identified secular people who believe in some kind of divinity. Based on in-depth interviews with secular-believer women, this study aims to reveal their theological assumptions and claims. It examines metaphors and images participants used to relate to the divine as well as the theological categories they emphasized. The study uncovers the pluralistic nature of secular-believers’ beliefs and the common tendency to address faith-related content in a positive light.