Ethics Training,Ethical Context,and Sales and Marketing Professionals’ Satisfaction with Supervisors and Coworkers

Because organizational support for ethical conduct is valued highly in personal selling and sales management, ethics training, functioning through a company’s ethical values and culture, should prompt greater satisfaction with supervisors and coworkers because these individuals play a part in the ethical practices that impact job satisfaction in others. Using a national sample of 324 sales and marketing professionals representing a variety of organizations, this study examined the mediating role of perceived ethical context in the proposed relationships between hours of ethics training and satisfaction with supervisors and coworkers. The results indicated that the focal variables were indeed related, with either full or partial mediation identified, using two separate measures of perceived ethical context. Organizational leaders in the sales and marketing professions should consider using ethics training to institutionalize an ethical environment in sales organizations, as well as involving sales managers and other professionals in this institutionalization process. Such efforts could yield greater employee satisfaction for supervisors and coworkers.     

Career Path Charting: Framework for Sales Force Evaluation

The authors compare several approaches to the evaluation of field salespeople to see if an improved analytical framework can be created. Based on performance data from 56 industrial salespeople, results suggest sales increase with experience and with the number of customer calls. The findings also provide support for the sales force career cycle and a new multi-attribute performance matrix. The use of a matrix approach allows managers to review and compare the accomplishments of the sales force along several dimensions at the same time.     

A Social Learning Perspective on Sales Technology Usage: Preliminary Evidence from an Emerging Economy

Drawing on social learning theory, we examine how the perceived technological savvy of a salesperson’s manager, coworkers, and competitors affects sales technology usage behavior. Data were drawn from a major retail bank in Nigeria, Africa. Analyses of data from relationship managers confirm predictions that while perceived coworker savvy directly influences technology usage, the influence of managers’ and competitors’ perceived savvy is mediated. Perceived manager savvy influences usage by increasing feelings of monitoring and the level of perceived coworker savvy. Similarly, perceived competitor savvy influences usage by increasing perceived manager and coworker savvy. We also confirm that usage of sales technology has a positive influence on salesperson performance.     

CHINESE AND AMERICAN MANAGERS' COMPENSATION AWARD DECISIONS: A COMPARATIVE POLICY-CAPTURING STUDY

Using a policy-capturing approach, in this study we examined the extent to which 4 variables (work performance, relationship with coworkers, relationship with managers, and personal needs) affect the process through which Chinese and American managers make 2 types of compensation award decisions (bonus amounts and nonmonetary recognition). Results showed that, compared with their American counterparts, Chinese managers (a) put less emphasis on work performance when making bonus decisions; (b) put more emphasis on relationship with coworkers when making nonmonetary decisions; (c) put more emphasis on relationship with managers when making nonmonetary award decisions; and (d) put more emphasis on personal needs when making bonus decisions. We discussed the implications of these results for future research and practice.     

UNDERSTANDING SELF-OTHER AGREEMENT: A LOOK AT RATER AND RATEE CHARACTERISTICS, CONTEXT, AND OUTCOMES

This study investigated (a) the relative importance of a number of biographic (e.g., age, race, gender) and contextual (e.g., span of control, functional area) variables and their interactions on self-other agreement and (b) the relationship between self-other agreement and outcome variables such as performance and compensation. Usable data were collected from 3,217 managers and their multi-source raters in 527 organizations. Multivariate regression procedures (as opposed to categorization procedures) were used to determine the sources of rating disagreement. Results indicated that a significant portion of variance in self-other ratings was accounted for by the set of background/context variables. Self-other agreement was also related to performance, compensation, and organizational level, though rating patterns differed.     

Cross-Cultural Validation of the Rorschach Developmental Index

The Developmental Index (DI) has recently been introduced as a composite Rorschach measure of psychological development and maturation, which can be used both with the Comprehensive System (Exner, 2003), and with the recently developed Rorschach Performance Assessment System (Meyer, Viglione, Mihura, Erard, & Erdberg, 2011). As the DI is new, and its validity has not yet been investigated with independent non-U.S. samples, we tested the correlation between DI and age using 3 relatively large samples, 2 of which were from outside the United States (total N = 902). Other Rorschach variables presumably associated with maturation, such as complexity and productivity, were also investigated. As expected, the DI significantly correlated with age, with small variations across the 3 samples. Importantly, the correlation between DI and age remained statistically significant also after controlling for productivity (i.e., the number of responses) and complexity.     

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.     

Marketing Control and Sales Force Customer Orientation

This study is predicated on the premise that internal sales force control mechanisms are strategic and operational forces that directly affect the behaviors of the sales force and their accompanying orientation toward customers. Sales managers represent a very different component of the sales force than salespeople. Their motivations, interests, role, and methods of operations all represent different approaches than those embraced by their coworkers: salespeople. Yet, although sales managers operate under an outcome-based control system and can be expected, to some degree, to be motivated by selfinterest (Oliver and Anderson 1994), upper management expects managers to be directed by organizational needs. However, in a results-oriented environment, the foundation of many compensation systems, sales quotas can focus sellers and managers in a direction inconsistent with customer-oriented selling (particularly if this behavior is deemed necessary to achieve quota). Based on this premise, this study examines the influence of sales managers’ quotas on their response to salespeople’s unethical behavior and its resulting effect on the customer orientation of the sales force. To fully explore this condition, this study also examines the role of an important formal process control, the ethical climate (e.g., rules and regulations), in influencing customer orientation. Providing important implications to sales organizations, results indicat that sales quotas can negatively affect sales force customer orientation via their effect on sales managers’ responses to salespeople’s selling behaviors. Interestingly, however, the company’s ethical climate was found to positively influence sales force customer orientation.     

Intraorganizational communication, perceived organizational support, and gender

Gender differences in the relationship between perceived organizational support and employee perceptions of their communication with top management, immediate supervisors, and coworkers are investigated in a university and in two engineering firms. Respondents were predominantly Caucasian Americans. Gender moderated the relationship between perceived organizational support and two communication variables (coworker communication relationship and coworker information quality). Males reporting a positive coworker communication relationship also indicated higher perceived organizational support. This pattern did not emerge for females. Males who perceived receiving higher quality information from coworkers reported higher perceived organizational support. While a similar pattern emerged for females, the relationship was weaker.     

Generating and sharing of market intelligence in sales teams: an economic social network perspective

In this research, we take a multimethod approach to shed light on the potential costs to sales teams that generate and share market intelligence (MI). First, we introduce an analytical model to propose the respective levels of effort that sales managers, experts, and team members spend generating and sharing MI. To test our propositions, we utilize social network data from 40 independent, business-to-business (B2B) sales teams, representing 287 salespeople. Interestingly, our results support the premise that team members become dependent (reduce MI efforts) when their sales manager or team expert shares MI among the team. We term this a “sharing tax” that sales managers and team experts pay when they share MI. Consequently, sales managers demonstrate greater MI-generation efforts the more they share MI. We also find that experts who share more (less) also show greater (lesser) MI-generation efforts, but only for teams where sales managers share low (high) levels of MI. In summary, our research innovatively conducts an empirical test of the Nash Equilibrium pattern of sales team effort to show that two critical team members, the sales manager and expert, are at a disadvantage when they share valuable MI.     

Prioritizing Sales Force Decision Areas for Productivity Improvements using a Core Sales Response Function

The time and budgets that managers can devote to enhancing sales force productivity are limited, so sales managers must decide where it is worthwhile to invest in productivity improvements—to improve salespeople’s current effort allocation, realign territories, enhance sales force sizing, or provide more training. To prioritize these alternatives, management must assess the outcomes of investments on the basis of a common metric—profit. This paper proposes to estimate a core sales response function that allows for quantifying the profits derived from each possible action and demonstrates the benefits of this approach through an actual case study.     

Descriptive and Predictive Analyses of Industrial Buyers' Use of Online Information for Purchasing

The impact of demographic differences between sales reps and their managers is explored using data gathered from 340 manager-rep dyads. Education and gender differences between sales reps and managers, but not age differences, are shown to affect sales reps' role stress, organizational attachment, and perceptions of opportunities for advancement, as well as managers' ratings of the reps' performance. Study results support findings of previous research addressing relational demography and the similarity-attraction paradigm. The chief divergence of this study is that it depicts the role of frequency of contact between sales rep and manager in the link between demographic similarity and several outcome variables.     

Selling and Sales Management in Action: Prospecting: A New Look at this Old Challenge

Prospecting is a fundamental step in the personal selling process. However, a wide variety of prospecting approaches exists among sales organizations and there is substantial disagreement in the terms used to describe prospecting elements and relationships. This article presents a working model that identifies and defines those elements and clearly demonstrates the strategic relationships among them. Insights and implications for managers are presented, along with suggestions for analyzing and modifying existing prospect-development programs.     

The Effects of Hardiness and Cultural Distance on Sociocultural Adaptation in an Expatriate Sales Manager Population

International corporations are increasingly concerned about expatriate executive attrition. There is an urgent need to develop methods for identifying the antecedents to successful expatriate performance. In choosing sales managers for international assignments, special attention should be paid to the candidate’s psychological hardiness and cultural distance between the home and host countries. An empirical study was conducted based on 544 responses from expatriate sales managers originating from 62 countries who are serving in 77 different countries around the globe. Using hierarchical regression, the authors tested main effects of both cultural distance and psychological hardiness on the sales manager’s ability to adapt to a new cultural environment. In addition, psychological hardiness was tested as a moderator of the relationship between cultural distance and sociocultural adaptation. Results suggest that practitioners now include both scales as determinants for justification when selecting expatriate sales assignments. Practically speaking, with both global cultural distance and hardiness scores in hand, companies can better select appropriate personnel who will be able to cope with cultural differences in international placements. Finally, this research provides the first known scholarly study of psychological hardiness in the marketing and sales literature.     

Leader personality and 360‐degree assessments of leader behavior

To investigate the relationship between personality and multi‐source feedback, we assessed 190 health care managers by applying the Understanding Personal Potential personality test, which provides comprehensive measurement of the Big Five dimensions and eight narrower personality traits. Managers' leadership behaviors were assessed by colleagues, supervisors, a random sample of each manager's subordinates as well as the managers themselves using a 360‐degree change, production, employee (CPE) instrument. Hierarchical multivariate regression analysis showed that the Big Five variables were significantly related to the Managers' leadership behavior in all CPE dimensions. Also, addition of narrow personality variables to the Big Five increased explained variance in leadership behavior. This study is the first of its kind to include the full range of viewpoints in a 360‐degree instrument, along with a large number of subordinate assessments. We found that both the strength of the relationship between personality and behavior and the configuration of different predictors varied depending on who did the rating and what leadership orientation was investigated, and this observation merits further investigation.     

Leadership Style and Sales Performance: A Test of the Situational Leadership® Model

This paper presents an empirical examination of the Situational Leadership® Model (SLM), which is used extensively in management training programs by major corporations and government agencies. Data from 675 salespersons and 41 branch managers in the insurance industry did not support the hypothesis that leadership styles prescribed by the SLM were associated with superior sales performance. The four styles described by the SLM were also tested, with an exploratory regression, in terms of their relative effects on sales performance. Agents working for managers who preferred the high-task, low-relationship style performed better than did agents working for managers who preferred other styles. Some implications for future research and practice are discussed.     

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.     

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.     

A moderated mediation model of the relationship between organizational citizenship behaviors and job performance

Addressing numerous calls for future research on understanding the theoretical mechanisms that explain the relationship between organizational citizenship behaviors (OCBs) and job performance, this study focused on how an employee's relationships with coworkers mediate the relationship between his or her OCBs and his or her job performance. It also looked at how task autonomy might moderate this mediated relationship. The results of an empirical study involving 364 jewelry designers, 310 coworkers, and 284 supervisors indicated that coworker relations mediated the relationship between OCBs and job performance. In addition, task autonomy positively moderated both paths of this mediated relationship. Finally, these results hold for OCBs that are targeted at individuals but not for OCBs that are targeted toward organizations.     

Evaluation of Selling Performance: A Study of Current Practices

Abstract

Performance evaluation of salespeople is particularly important in this era of escalating costs and concern with productivity. This study of 213 sales executives indicated that sales managers tended to rely on qualitative bases for evaluation, used only a narrow set of quantitative bases, and evaluated salespeople over only a narrow range of selling activities. Suggestions for improving performance evaluation are provided. Findings of the study indicate that salesforce evaluation procedures utilized in practice differ from those provided in the sales management literature.