Elaboration on potential outcomes (EPO) and the consultative salesperson: investigating effects on attributions and performance

Past work has found that salespeople make very different attributions when describing successful versus unsuccessful sales. In this article, we explore the influence of elaboration on potential outcomes (EPO), a relatively new individual-specific personality construct that has not been previously examined in the sales context. We show that salespeople's predisposition to engage in predecision elaboration on the potential outcomes of their sales activities across the sales cycle has an important impact on their selling attributions and on their performance, even after accounting for the effects of self-efficacy and trait competitiveness, two other person-specific variables that have been heavily examined in past research. Juxtaposing survey responses with objective sales performance data from 301 salespeople drawn from two sales organizations, the results show that EPO and the more heavily examined variables help to systematically explain salespeople's attributions for success but are only weakly linked to attributions for failure. Moreover, the results show that EPO itself explains a modest, but nevertheless promising, portion of variance in sales performance.     

Book Reviews

For inexperienced sales representatives, success provides an important learning opportunity from which to build confidence and hone strategies. Such learning is derived from the attributions one makes for success and how those attributions shape future behavior. This research investigates the interpretation and behavioral intentions of inexperienced sales representatives following a successful sales call using a sample of financial services representatives. Surprisingly, we found that achieving success did not assure the adoption or future use of the strategy that garnered that success. These results suggest that inexperienced sales representatives may require managerial attention to fully understand and appropriately assimilate their sales successes. Implications for managers and future research are discussed.     

Leaders in Selling and Sales Management: Peter Fischer

Commission compensation plans often lead to disagreements between salespeople and sales managers, particularly when salespeople are terminated or leave the job. This paper explores the legal aspects of the relationship between the salesperson and the selling firm with regard to the payment of commissions. In addition, the aspects of agency law, contract law and state statutory law which impact the payment of sales commissions are reviewed. The paper concludes with managerial implications and research suggestions.     

Attributional processes in the learned helplessness paradigm: behavioral effects of global attributions

Following the learned helplessness paradigm, I assessed in this study the effects of global and specific attributions for failure on the generalization of performance deficits in a dissimilar situation. Helplessness training consisted of experience with noncontingent failures on four cognitive discrimination problems attributed to either global or specific causes. Experiment 1 found that performance in a dissimilar situation was impaired following exposure to globally attributed failure. Experiment 2 examined the behavioral effects of the interaction between stable and global attributions of failure. Exposure to unsolvable problems resulted in reduced performance in a dissimilar situation only when failure was attributed to global and stable causes. Finally, Experiment 3 found that learned helplessness deficits were a product of the interaction of global and internal attribution. Performance deficits following unsolvable problems were recorded when failure was attributed to global and internal causes. Results were discussed in terms of the reformulated learned helplessness model.     

How Do Unethical Salespeople Sleep at Night? The Role of Neutralizations in the Justification of Unethical Sales Intentions

The purpose of this paper is to propose and test a model illustrating the direct effects of five techniques of neutralizations (denial of responsibility, denial of injury, denial of victim, appeal to higher loyalties, and condemning the condemner) on the ethical intentions of salespeople. A sample consisting of 157 salespeople responded to an ethical case scenario survey to reveal that two neutralizations were predominant in influencing ethical intentions: denial of injury and appeal to higher loyalties. These relationships were tested in three sales behavioral settings: sales promoting, customer relationship building and maintenance, and sales organization. A post hoc test of moderation effects were included to shed additional light onhow some of the neutralizations interact with ethical judgment to impact salesperson ethical intentions. Implicationsfor research and practice are discussed as well as directions for further research.     

Who's to blame? Narcissism and self‐serving attributions following feedback

The study examined the relationship between narcissism, performance attributions, and negative emotions following success or failure. As expected, narcissistic individuals showed more self‐serving attributions for their performance in an intelligence test than less narcissistic individuals: compared with less narcissistic individuals, narcissists revealed a stronger tendency to attribute success to ability and failure to task difficulty. In contrast to this, less narcissistic participants tended to show the opposite pattern by ascribing failure, but not success, to their ability. Additionally, anger and depression could be predicted by an interaction of performance feedback and performance attributions. Mediation analyses revealed that the attribution dimensions ‘task difficulty’ and ‘ability’ mediated the effect of narcissism on anger and depression following failure feedback. The results provide support for the theoretical assumption that attributional processes might, at least to some extent, explain the often reported relation between narcissism and negative emotions following failure. Copyright © 2003 John Wiley & Sons, Ltd.     

Affective state mediates causal attributions for success and failure

The influence of affect on causal attributions for success and failure was examined in this experiment. A positive, neurtral, or negative mood was induced in subjects who then learned they had either succeeded or failed an aptitude test taken previously. Relative to neutral mood control conditions, subjects in both positive and negative mood conditions showed a pronounced self-serving bias, particularly following success. The finding is interpreted as self-regulation of affective state. Specifically, causal attribution of success to internal factors can sustain or enhance positive affect; attribution of failure to external factors can diminish negative affect. Ancillary analyses corroborated this interpretation.     

Effects of Technology on Attributions of Performance and Employee Evaluation1

This study examines the effects of technological automation on explanations of why a person failed or succeeded at a task, and on evaluations of the user of technology. Subjects were presented with scenarios involving a photographer on an assignment. The scenarios manipulated 3 variables: (a) whether the camera was automatic or required skill, (b) experience level, and (c) whether the picture was a success or a failure. Subjects rated the picture's success or failure on attributions of ability and the technology. They also evaluated the photographer. Internal attribution was associated with technological devices requiring a greater amount of skill, while external attribution was associated with technological devices requiring less skill. When the picture was a success, ratings of internal attributions correlated positively with evaluations. When the picture was a failure, ratings of internal attributions correlated negatively with evaluations.     

Does Intraorganizational Network Embeddedness Improve Salespeople’s Effectiveness? A Task Contingency Perspective

Using a two-phase research methodology, this study investigates the relationship between salespeople’s intraorganizational network embeddedness and their sales effectiveness. Following the findings of the exploratory research, we first distinguish salespeople’s intraorganizational networks on the basis of their content—work versus social networks—and their tie activation frequency. Next, we focus on three main sales tasks, opportunity-identification, solution-creation, and closing the deal, and uncover that overcoming the challenges of each sales task requires mobilizing particular intraorganizational resources. We show that work and social networks give access to different sets of resources, and we develop a contingency model that explains which networks and network ties are likely to be more instrumental for salespeople’s effectiveness at each sales task. In the second phase of the research, we test the contingency model using a sociometric method. The results indicate that for effectiveness in opportunity-identification, social as opposed to work networks are most instrumental. For effectiveness in solution-creation, work rather than social networks are more critical. And for closing the deal, both work networks and social networks are important. Furthermore, salespeople who have frequently activated network ties are consistently more effective than salespeople who may have many ties but who activate them less frequently.     

Independent effects of achievement motivation and overt attribution on achievement behavior

The cognitive attribution theory of achievement motivation was examined in a series of three studies. The persistence of performance under failure feedback was investigated, with improvement over trials on a digit-symbol substitution task constituting the measure of persistence. Although evidence was obtained relating overt causal attributions of failure to persistence, partial correlation statistics indicated that this relationship was independent of achievement motivation. Partial correlation statistics also revealed that the relationship between achievement motivation and persistence was independent of attributional variables. In addition, greater persistence was exhibited by high- than by low-achievement subjects in the absence of attribution differences between these groups. Additional evidence was collected suggesting that the act of overt attribution was an ego-involving operation that led to these achievement differences in improvement. In general, achievement classification and overt causal attributions had separate effects on persistence, precluding the interpretation of achievement-related behavior in terms of attribution theory. Overt causal attributions were found to be, in part, a function of the ego-involving character of the task instructions, as was improvement.Portions of this research were conducted while L. A. White was supported by a Purdue University David Ross Research Fellowship; Kay Deaux, principal investigator.     

Psychological ethical climate,leader–member exchange and commitment to superior customer value: influencing salespeople’s unethical intent and sales performance

In today’s competitive environment, salespeople are challenged with creating customer value in an ethical manner while meeting performance goals. Sales supervisors play a critical role in ensuring that this challenge is met. This research examines the roles of psychological ethical climate and leader–member exchange (LMX) in encouraging salespeople’s commitment to providing superior customer value, reducing their unethical intentions and improving sales performance. Results indicate that business-to-business salespeople’s psychological ethical climate perceptions influence their perceived relationship with their sales supervisor (i.e. LMX relationship) as well as their commitment to providing superior customer value. LMX also directly influences commitment to providing superior customer value, which in turn affects salespeople’s unethical intent and quota performance. Theoretical and managerial implications based on the study’s findings are provided, as well as directions for future research.     

A within-person theoretical perspective in sales research: outlining recommendations for adoption and consideration of boundary conditions

Abstract

In the sales literature it is standard practice for researchers to collect cross-sectional data from multiple salespeople, and to compare those salespeople on the data obtained. This between-person approach is suitable for research aiming to draw conclusions between salespeople. However, many salesperson processes are dynamic and vary within salespeople over time, requiring datasets with repeated-measures. This article highlights the need to adopt a within-person theoretical perspective in sales research. Critically, the article shows how our present understanding of boundary conditions may change depending on whether a between-person or within-person level of analysis is adopted. Using examples from the sales literature, we show how the practical implications from between-persons research designs do not necessarily generalize to the within-person level. Further, we explain the methodological and analytical considerations that researchers must account for when undertaking within-person research. Furthermore, the article provides decision criteria that help to identify when within-person analysis should be conducted, outlining analysis tools that are capable of correctly estimating within-person effects without bias. Examples of how within-person research can enhance theory within future sales research, and how within-person research may influence management implications are also discussed. Finally, potential remedies to within-person research barriers are given.     

Understanding Intentions to Exercise Following a Structured Exercise Program: An Attributional Perspective1

The present study examined the relationships among perceived outcome, causal attributions, affect, expected success, and intentions to exercise following a structured exercise program. Participants were 105 volunteers who had just completed a 12-week exercise program. Results indicated that perceived outcome over objective outcome (% attendance) was significantly more important for understanding the attribution process. Interesting interactions indicated that (a) individuals who made personally controllable attributions reported higher positive affect following perceived success, but lower positive affect following perceived failure than those who made personally uncontrollable attributions, and (b) individuals who made external attributions following perceived failure reported higher expected success than those who made internal attributions. Finally, both positive affect and expected success showed positive relationships with intention to exercise following the program. It was suggested that attribution theory may be beneficial to understanding continued exercise following structured exercise programs.     

Assessments of equivocal salesperson behavior and their influences on the quality of buyer-seller relationships

Abstract

In buyer-supplier relationships, salespeople engage in behaviors that buyers may (or may not) view as deceptive. Despite the salesperson’s underlying miscreant or innocent motives, buyers have a difficult time attributing the intentionality of salesperson behaviors after the fact. While extant research has explicated various governance mechanisms to mitigate the occurrence of opportunistic behaviors a priori, scholarship is not as well-versed in understanding (a) the relational factors that influence the buyer’s interpretation of debatably opportunistic salesperson behaviors and (b) the buyer’s retributive response within the ongoing relationship. To bring clarity to these issues, the authors examine relationship factors that influence the likelihood of perceived salesperson opportunism following equivocal salesperson acts. Utilizing data from industrial buyers in the U.S. healthcare industry, this study shows that buyer specific investments are related positively to attributions of salesperson guile, whereas contractual agreements are related negatively to attributions of guile. Relationship solidarity moderates these effects. Further, we find that attributions of salesperson guile lead to perceived salesperson opportunism, which in turn results in buyers lowering their expectations of relationship continuity and increasing their retributive responses. We corroborate these findings with cross-sectional survey data from a sample of industrial buyers. Collectively, these findings hold implications with regard to the role of the buyer’s attribution of salesperson guile for a specific behavior as a determinant of perceived opportunism in general, while also outlining conditions under which buyers are inclined to engage in retributive opportunism.     

Effects of induced success/failure and attributions on the problem-solving behavior of psychologically androgynous and feminine women

The aim of the present study was to examine the relation between masculinity and femininity in women and their responses to induced success or failure. Also experimentally manipulated were the subjects' performance attributions. Psychologically androgynous and feminine women either succeeded or failed at a concept formation task and were provided with internal, external, or no causal attributions for their performance. Then a second concept formation task was administered. The attribution manipulation failed to affect task performance and was not involved in any interactions. For feminine subjects, failure increased the trials necessary to reach criterion on the second task, whereas success had no effect. In contrast, the performance of androgynous subjects was unaffected by failure but facilitated by success. Finally, whereas androgynous subjects attributed success primarily to their ability and failure to task difficulty, feminine subjects attributed success and failure about equally to these two factors. It was suggested that androgynous women's use of the “egotistical” pattern of performance attributions gives them an advantage over feminine women with respect to the maintenance of self-esteem.     

行为责任归因与批评程度的关系

选取171名进修教师和大学生被试探讨行为责任归因与批评程度之间的内在联系。研究发现;(1)内在的可控的稳定的失败原因引起最高责任推断和最严重批评决定;内在的不可控的不稳定的原因与最低责任和批评程度相联系。(2)控制性维度和责任与批评程度的关系密切。(3)从总体上说责任和批评程度的变化趋势相似。(4)教师特别是女教师对批评方法的使用更为慎重。     

The Survey of Achievement Responsibility (SOAR): Reliability and Validity Data on an Academic Attribution Scale

The Survey of Achievement Responsibility (SOAR) was designed to assess students' causal attributions of success and failure in school-related situations. Unlike other measures of locus of control and attributions, the SOAR simultaneously distinguishes among three broad subject areas—math/science, language arts/ social studies, and physical education-and between two possible outcomes—success and failure. Data on the psychometric characteristics of the SOAR came from two samples from each of two large school districts, one suburban and one metropolitan. A five-stage study of the psychometric qualities of this new instrument revealed: (a) Content validity is high—judges independently classified items into the attribution categories intended by the authors; (b) internal consistency reliabilities are in a range adequate for group research purposes and are comparable to the reliabilities of other measures of attributions; (c) test-retest reliabilities showed attribution profiles to be stable over a 2-month interval; (d) correlations between the SOAR scales and students' self-reports of ability in various subject areas showed differential relationship in the theoretically predicted directions; and (e) correlations between the SOAR scales and achievement tests were statistically significant, though low in magnitude, consistent with reports on other instruments. Finally, use of the SOAR in a spectrum of studies has demonstrated its research utility and indicated directions for further instrument development and research.     

Perfectionism, achievement motives, and attribution of success and failure in female soccer players

While some researchers have identified adaptive perfectionism as a key characteristic to achieving elite performance in sport, others see perfectionism as a maladaptive characteristic that undermines, rather than helps, athletic performance. Arguing that perfectionism in sport contains both adaptive and maladaptive facets, the present article presents a study of N = 74 female soccer players investigating how two facets of perfectionism-perfectionistic strivings and negative reactions to imperfection (Stoeber, Otto, Pescheck, Becker, & Stoll, 2007 )-are related to achievement motives and attributions of success and failure. Results show that striving for perfection was related to hope of success and self-serving attributions (internal attribution of success). Moreover, once overlap between the two facets of perfectionism was controlled for, striving for perfection was inversely related to fear of failure and self-depreciating attributions (internal attribution of failure). In contrast, negative reactions to imperfection were positively related to fear of failure and self-depreciating attributions (external attribution of success) and inversely related to self-serving attributions (internal attribution of success and external attribution of failure). It is concluded that striving for perfection in sport is associated with an adaptive pattern of positive motivational orientations and self-serving attributions of success and failure, which may help athletic performance. In contrast, negative reactions to imperfection are associated with a maladaptive pattern of negative motivational orientations and self-depreciating attributions, which is likely to undermine athletic performance. Consequently, perfectionism in sport may be adaptive in those athletes who strive for perfection, but can control their negative reactions when performance is less than perfect.     

Intent Attributions and Aggression: A Study of Children and their Parents

This research aimed to further clarify the relationship between children's self-reported hostile intent attributions (for ambiguous instrumental or relational provocations) and peer-reported aggression (physical and relational) in 500 fourth-grade children. In addition, we examined whether parents' intent attributions might predict children's intent attributions and aggression. Both parents (mothers and fathers) in 393 families completed intent attribution questionnaires. Results showed, consistent with past research, that boys' instrumental intent attributions were related to physical aggression. Children's relational intent attributions, however, were not associated with relational aggression. Contrary to expectations, most children responded with hostile intent attributions for relational provocations. Finally, in regard to parent-child connections, maternal intent attributions correlated with children's intent attributions whereas paternal intent attributions corresponded with children's relational aggression.