Perceiving Emotion in the Buyer–Seller Interchange: The Moderated Impact on Performance

This research focuses on the salesperson’s ability to perceive emotions in the buyer–seller interaction. Drawing on the emotional ability literature, the authors develop hypotheses within a conceptual framework of salespeople’s ability to perceive the emotions of customers, and examine how this ability influences the relationships between selling behaviors and performance. Findings indicated that the ability to accurately appraise the emotions of others moderated the practice of adaptive selling and customer-oriented selling on performance. Further analyses revealed that while high perceiving ability has beneficial effects on selling, low perceiving ability not only limits the use of customer-oriented selling but also has a negative impact on sales performance. Both self-reported and supervisor-reported measures of selling performance were used, along with a performance-based measure of emotional perceiving ability. Implications are discussed along with directions for future research.     

The Role of Top Management in Developing a Customer-Oriented Sales Force

A national random sample of industrial salespeople was surveyed to examine the effects of salespeople’s perceptions of top management long-term orientation, top management emphasis, and top management risk aversion on customer-oriented selling behaviors. The results indicated that perceived top management long-term orientation had a significantly positive effect on perceived top management emphasis and a significantly negative effect on perceived top management risk aversion. In turn, perceived top management emphasis positively affected customer-oriented selling, whereas perceived top management risk aversion did not affect customer-oriented selling. The study underscores the importance of salespeople’s perceptions of top management factors for implementing the marketing concept. The managerial implications of these findings are discussed and several directions for future research are proposed.     

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.     

Where's the Action? Understanding What Works and Why in Relationship Education

The field of couples relationship education has come to a critical junction. We have generally demonstrated that our interventions work (at least in the short run) but to what extent have we shown that the skills and processes we teach are in fact responsible for the success of the intervention? In this paper we review progress made in understanding mechanisms of change in relationship education, explore limitations of this body of research, explicate the barriers that interfere with progress in understanding mechanisms of change in intervention research, and present recommendations on how to proceed from here. Although our goal in this paper is to focus more on issues in the field rather than to present a comprehensive review of the literature, we provide overarching research summaries to illustrate some of our points. We conclude with offering recommendations for the next generation of research in the couples relationship education field.     

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.     

Ethical Perceptions of Field Sales Personnel: An Empirical Assessment

Much research attention has been directed over the past twenty-five years to ethical issues in marketing. One area of marketing that is gaining research interest is the selling arena. Despite the extant literature on selling ethics, few studies have focused on identifying situations that pose ethical problems for field sales personnel. This paper reports results of an investigation that examined salespeople's perceptions concerning what selling situations or practices are ethical questions, what situations are presently addressed by company policies, and what situations should be addressed by company policies. Findings reveal that salespersons seemingly are desirous of receiving more management guidance than they currently are receiving regarding their ethical concerns. Implications for managers and researchers are provided.     

The Market for Bodily Parts: Kant and duties to oneself

ABSTRACT The demand for bodily parts such as organs is increasing, and individuals in certain circumstances are responding by offering parts of their bodies for sale. Is there anything wrong in this? Kant had arguments to suggest that there is, namely that we have duties towards our own bodies, among which is the duty not to sell parts of them. Kant's reasons for holding this view are examined, and found to depend on a notion of what is intrinsically degrading. Rom Harré's recent revision of Kant's argument, in terms of an obligation to preserve the body's organic integrity, is considered. Harré's view does not rule out all acts of selling, but he too ultimately depends on a test of what is intrinsically degrading. Both his view and Kant's are rejected in favour of a view which argues that it does make sense to speak of duties towards our own bodies, grounded in the duty to promote the flourishing of human beings, including ourselves. This provides a reason for opposing the sale of bodily parts, and the current trend towards the market ethic in health care provision.     

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.     

Heidegger and the Supposition of a Single,Objective World

Christina Lafont has argued that the early Heidegger's reflections on truth and understanding are incompatible with ‘the supposition of a single objective world’. This paper presents her argument, reviews some responses that the existing Heidegger literature suggests (focusing, in particular, on work by John Haugeland), and offers what I argue is a superior response. Building on a deeper exploration of just what the above ‘supposition’ demands (an exploration informed by the work of Bernard Williams and Adrian Moore), I argue that a crucial assumption that Lafont and Haugeland both accept must be rejected, namely, that different ‘understandings of Being’ can be viewed as offering ‘rival perspectives’ on a common subject‐matter. I develop this case by drawing on an alternative account of what a Heideggerian ‘understanding of Being’ might be like.     

Evoking the moral imagination: Using stories to teach ethics and professionalism to nursing,medical, and law students

Four years ago, as colleagues in our university's law and medical schools, we designed and began offering a course for law, medical, and nursing students, studying professionalism and professional ethics by reading and discussing current and earlier images of nurses, doctors, and lawyers in literature. We wanted to make professional ethics, professional culture, and professional education the objects of study rather than simply the unreflective consequences of exposure to professional language, culture, and training. We wanted to do it in an interdisciplinary course where aspiring professionals could share their self-conceptions and their conceptions of each other, and we wanted to do it by using stories, our primary means for organizing experience and claiming meaning for it. This article tells the story of that experience: why we did it; how we did it; what we learned from doing it.     

A review of social disinhibition after traumatic brain injury

Acquired social disinhibition refers to a debilitating behavioural syndrome commonly reported after a severe traumatic brain injury (TBI) and is characterized by inappropriate social behaviour, often described as immaturity and insensitivity towards others. These behaviours can have enduring effects on the social capability of the individual and their relationships with others. However, research into socially disinhibited behaviour after TBI has been thwarted by a lack of consensus in the literature on definition and measurement. This review provides an overview of our current understanding of the definition, measurement, prevalence, associated outcomes, neuropathology, and underlying mechanisms of social disinhibition after TBI. In addition, suggestions are made for future research to further our understanding of this syndrome with the eventual aim of rehabilitating problematic behaviours. It is concluded that an improved understanding of what causes disinhibited behaviour after TBI will be necessary for the development of effective treatment strategies aimed at the rehabilitation of underlying impairments.     

Causality,emergence, computation and unreasonable expectations

I argue that much of current concern with the role of causality and strong emergence in natural processes is based upon an unreasonable expectation placed on our ability to formalize scientific knowledge. In most disciplines our formalization ability is an expectation rather than a scientific result. This calls for an empirical approach to the study of causation and emergence. Finally, I suggest that for advances in complexity research to occur, attention needs to be paid to understanding what role computation plays in this experimental approach.     

Causality,emergence, computation and unreasonable expectations

I argue that much of current concern with the role of causality and strong emergence in natural processes is based upon an unreasonable expectation placed on our ability to formalize scientific knowledge. In most disciplines our formalization ability is an expectation rather than a scientific result. This calls for an empirical approach to the study of causation and emergence. Finally, I suggest that for advances in complexity research to occur, attention needs to be paid to understanding what role computation plays in this experimental approach.     

Distinguishing Between the Roles of Customer-Oriented Selling and Adaptive Selling in Managing Dysfunctional Conflict in Buyer–Seller Relationships

A national random sample of industrial salespeople was surveyed to examine the relationships among selling behaviors, trust, conflict, and sales outcomes, such as performance and anticipation of future interaction. Results indicate that trust mediates the effects of selling behaviors on sales outcomes, and conflict moderates this mediating effect. While salespeople could use customer-oriented selling as an antidote for the ill effects of dysfunctional conflict on trust, adaptive selling only serves to enhance salesperson trust in customers. Thus, the results of the study distinguish between the roles of customeroriented selling and adaptive selling in relationship marketing. Furthermore, when salespeople perceive that their sales managers are highly customer oriented and highly adaptive, they themselves become more customer oriented and more adaptive. Thus, as role models, supervisory selling behaviors contribute to salespeople’s ability to leverage their trust in customers. Based on these results, the managerial implications for selling organizations are discussed.     

Sales-as-practice: an introduction and methodological outline

There are strong indications that sales practices are currently being redefined from the ground up and that many of the inherited conceptual models of selling will not hold into a future that is defined by new selling techniques and technologies. This paper introduces a research perspective that can provide an important source of insight into how sales work and salespeople are currently being reconstituted: the sales-as-practice approach. In common with ‘practice turns’ evident in other business literature, such as the recent marketing-as-practice or the by now well-established strategy-as-practice approach, sales-as-practice requires of researchers to develop a sensitivity towards salespeople's ways of doing and being in social and material contexts. While acknowledging potential limitations, we identify some significant benefits of adopting this approach for our conceptual understanding of the sales domain, particularly in understanding persistence and transformation in sales practices, in paying attention to the role of material objects in configuring these practices and in appreciating the role of such practices in producing salespeople's ways of being. Moreover, we argue that becoming more closely acquainted with sales professionals' lifeworlds can aid in bridging the perceived divide between academic and practitioner knowledge in our domain.     

Tips to make research teaching and learning enjoyable and productive for counsellors,psychotherapists and their tutors

This article identifies the learning expectations and experiences of qualified counsellors and psychotherapists undertaking higher education awards with specific regard to research activity. Drawing on the current literature and some early findings from focus group research with students, combined with our personal and professional experiences, we identify what contributes to a productive research experience. This is used as a basis to provide tips for both teachers and those new to research to make counselling and psychotherapy research enjoyable and productive. A full research paper is in preparation.     

Workplace discrimination: A meta‐analytic extension,critique, and future research agenda

Despite a large and growing literature on workplace discrimination, there has been a myopic focus on the direct relationships between discrimination and a common set of outcomes. The aim of this meta‐analytic review was both to challenge and advance current understanding of workplace discrimination and its associations with outcomes by identifying the pathways through which discrimination affects outcomes, examining boundary conditions to explain when discrimination is most harmful for employees, and exploring a potential third variable explanation for discrimination–outcome relationships. Mediation tests indicated that workplace discrimination is associated with employee outcomes through both job stress and justice. Moderator analyses showed that discrimination appears to be most detrimental when it is observed rather than personally experienced, interpersonal rather than formal, and measured broadly rather than specifically. We also found that discrimination–outcome relationships differ across work and nonwork contexts and as a function of the social identity targeted by discrimination. Discrimination generally explained meaningful incremental variance in outcomes after controlling for the effects of negative affectivity, but the relationships between discrimination and health were substantially decreased. We conclude by offering a constructive critique of the empirical discrimination literature and by detailing an agenda for future research.     

What we do and don't know about sex offenders' intimacy dispositions

Despite the significant role attributed to intimacy deficits in the etiology of sexual offending, current understanding of sex offenders' intimacy dispositions remains limited. The present article reviews the theoretical and empirical literature in order to better define the intimacy dispositions of sex offenders, and understand the role of intimacy in sexual offending. Research on sex offenders evidences a marked fear of intimacy and a low involvement in practices that can lead to intimacy, which suggests a poor inclination for the experience of intimacy. Moreover, scarce available data show that aspects of intimacy increase sex offenders' susceptibility to adopt sexually abusive behaviors. Although research has suggested that intimacy deficits contribute to sexual offending behaviors, no common operationalizable definition of intimacy has yet been put forth. Consequently, our understanding of the components of intimacy and their specific etiological role in interpersonal functioning and in sexual offending lacks theorization and evidence-based research. The present article proposes to answer the following question: what are the intimacy deficits in sex offenders identified in the scientific literature, and what is the role of these deficits in sexually offending behaviors?     

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.