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21.
Raj Agnihotri Zhiyong Yang Elten Briggs 《Journal of Personal Selling & Sales Management》2019,39(2):138-158
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. 相似文献
22.
Tracy Meyer Donald C. Barnes Scott B. Friend 《Journal of Personal Selling & Sales Management》2017,37(1):61-71
A channel differentiator for brick-and-mortar retail stores is the availability of salespeople to assist customers directly in their purchase decision. This research considers two aspects of customer interactions with retail salespeople that lead to perceptions of extraordinary service and enhance repurchase intentions: customer comfort and salesperson expertise. Retail customers desire value-added informational assistance from the salesperson to minimize ambiguity associated with the product and to reduce the risk associated with a purchase decision. A retail salesperson needs to make customers feel comfortable so that the customer will share specific needs during the interaction, and the salesperson can recommend appropriate products and services. Our findings reveal that while both customer comfort and salesperson expertise positively influence satisfaction with the salesperson and customer delight, only customer delight leads to repurchase intentions. While satisfaction is a commonly asserted goal for retailers; the present research suggests that in a transaction-based environment, elevated emotions such as customer delight represent a more powerful predictor of repurchase intentions. This research provides evidence of trainable salesperson behaviors that enhance customer perceptions of extraordinary service and offer firms an opportunity for significant performance gains. 相似文献
23.
Christine Jaushyuam Lai Ying Yang 《Journal of Personal Selling & Sales Management》2017,37(4):313-331
Team selling is a useful approach for retaining strategically important accounts in business-to-business markets. For key account sales teams, ensuring adequate access to information about customer needs offers sustainable competitive advantages. However, the internal alignment of market information remains a recurring managerial issue in key account team selling. This study develops a moderated mediation model to identify management strategies that encourage team members' formal information sharing, which in turn improves team effectiveness. Analysis of a multilevel data set comprising 37 fluid key account teams reveals that customer orientation and task interdependence increase formal information sharing among team members. Managers' exercise of professional control strengthens the positive impact that formal information sharing has on team satisfaction. However, the practice has a dysfunctional influence on the positive effect of task interdependence on formal information sharing. Firms with key account management (KAM) programs must decide whether the marginal benefits attained by advocating such professional control outweigh the possible drawbacks. 相似文献
24.
We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions. 相似文献
25.
The customer service orientation of managerial and non-managerial employees from a large financial services organization were compared using the Customer Service Skills Inventory (CSSI). The results indicated that, in comparison to non-managerial employees, managers scored significantly higher on Pressure Tolerance, Independent Judgment, and Responsiveness, and significantly lower on Realistic Orientation. 相似文献
26.
采用情景故事法模拟八个顾客公平情景,对160名接线员情绪劳动进行测量,并比较不同故事情景下员工情绪劳动的差异。结果表明,公平感与员工情绪体验正相关显著,二者均与员工情绪劳动负相关显著;在顾客对员工自身或同事公平的情景下,完成情绪劳动付出的意志努力显著低于在顾客对员工自身或同事不公情景中付出意志努力;但在顾客对员工或同事一方不公平及都不公平情景下,情绪劳动差异不显著,员工完成情绪劳动均需付出的较高意志努力,但会显著高于顾客对员工或同事都公平的情景中完成情绪劳动付出的意志努力,即无论顾客对员工自己不公平还是对同事不公平及二者都不公平,只要有不公平情境的存在,员工都需要付出较多的意志努力完成情绪劳动。 相似文献
27.
共享经济(个体供方对个体顾客的共享模式如小猪短租平台)中顾客公民行为的促进和不当行为的治理, 成为保证共享经济可持续发展的重要议题。然而, 现有顾客行为相关研究更多是在传统经济背景下进行的探讨, 而涉及到共享经济背景下的研究难以体现共享经济的特色, 导致其未能很好地解决实践困境。上述顾客行为是在个人和集体利益发生冲突时的抉择, 即社会困境。社会困境理论可以帮助企业全面认识顾客公民行为和不当行为并有效解决困境问题。本研究拟基于社会困境理论, 探讨以下三个方面的问题: (1) 深入剖析共享经济中顾客公民行为和不当行为的概念、维度及其测量; (2) 揭示平台、供方和政府通过规则制定或社会影响策略来有效优化顾客行为的路径; (3) 阐明顾客公民和不当行为的差异性影响机制, 以及顾客社会价值导向和供方监督对顾客行为的调节作用。本研究有助于拓展现有顾客公民和不当行为的研究, 为平台、供方和政府管理提供重要参考。 相似文献
28.
A study was conducted to investigate the relationship between performance monitoring and well-being. It also examined a mechanism, namely emotional labor, that might mediate the relationship between them, assessed the effect of the work context on the relationship between performance monitoring and well-being, and examined the relative effects of performance monitoring and work context on well-being. Three aspects of performance monitoring were covered, namely, its performance-related content (i.e., immediacy of feedback, clarity of performance criteria), its beneficial-purpose (i.e., developmental rather than punitive aims), and its perceived intensity. The participants were 347 customer service agents in two U.K. call centers who completed a battery of questionnaire scales. Regression analyses revealed that the performance-related content and the beneficial-purpose of monitoring were positively related to well-being, while perceived intensity had a strong negative association with well-being. Emotional labor did not mediate the relationship between monitoring and well-being in the form hypothesized, although it was related to these two factors. Work context (job control, problem solving demand, supervisory support) did not mediate the relationship between monitoring and well-being, but job control and supervisory support did moderate the relationship between perceived intensity and well-being. Relative to other study variables, perceived intensity showed stronger associations with emotional exhaustion, while job control and supervisory support tended to show stronger associations with depression and job satisfaction. Implications for theory, practice, and future research are discussed. 相似文献
29.
《心理学报》2024,57(2)
零工工作者在算法控制下可能被迫做出更多的短期抉择, 是其在看似自由的工作面前更为实际的当下生存抉择。然而, 过往研究却未能将其明确纳入研究框架。本研究基于生命史理论, 创新性提出算法控制下的时间困境本质, 并进一步探讨了“在时间困境中, 算法控制是如何迫使零工工作者做出短期抉择以及该如何破局”的问题。具体而言, 通过两阶段时间滞后田野调查和实验室实验, 考察了算法控制影响零工工作者主动服务行为的作用机制及主观时间边界。研究发现:作为解开时间困境的钥匙, 职业未来时间观缓解了零工工作者感知算法控制与角色宽度之间的负向关系, 及其通过角色宽度对主动服务行为的负向间接影响, 而不同零工行业类型影响了职业未来时间观的发挥。结论有助于推动对算法控制下的时间困境的思考, 并为零工工作者如何跳脱困境提供启示。 相似文献
30.
Michel Tremblay Denis Chênevert Christian Vandenberghe Xavier Parent-Rocheleau 《European Journal of Work and Organizational Psychology》2013,22(6):719-735
ABSTRACTThis study examines the combined effect of organizational justice facets on store-level customer extra-role service behavior, and subsequently on customer satisfaction. Hypotheses were tested on a sample of 1,951 employees in 121 business units from four countries, and on 55,731 customers of an international retailer. The results of polynomial regression and response surface analysis revealed that unit customer service performance and customer satisfaction are higher when justice facets are aligned at high levels, compared to when they are aligned at low levels. Moreover, we found evidence that the consequences of misalignment between justice facets are asymmetrical. Unit outcomes were higher when distributive justice (DJ) and procedural justice (PJ) climates were both higher than the interpersonal justice climate, compared to when the inverse was true. Conversely, unit outcomes increased when informational justice (INF-J) climate was higher than DJ and PJ climates, compared to when DJ and PJ climates were higher than INF-J climates. The observed effects of misalignment between justice facets were non-linear, as complex curvilinear relationships were moderator-dependent. Customer satisfaction was higher in stores with higher team customer service behavior, and team service behavior was found to be a significant conduit by which justice facets (mis)alignment influence customer satisfaction. 相似文献