Do sales and service compete? The impact of multiple psychological climates on frontline employee performance
| Autor: | Jessica Ogilvie, Ryan Mullins, Daniel G. Bachrach, Jaron Harvey, Adam Rapp |
|---|---|
| Rok vydání: | 2017 |
| Předmět: |
Organizational citizenship behavior
Service (business) ComputingMilieux_THECOMPUTINGPROFESSION 05 social sciences Helping behavior Human Factors and Ergonomics Sample (statistics) Test (assessment) Management of Technology and Innovation 0502 economics and business 050211 marketing Customer satisfaction Service climate Business Marketing Sales management 050203 business & management |
| Zdroj: | Journal of Personal Selling & Sales Management. 37:11-26 |
| ISSN: | 1557-7813 0885-3134 |
| Popis: | This research examines how employees’ climate perceptions – or psychological climate – influence their performance of climate-related outcomes. We focus on two specific climates arguably most relevant to boundary-spanning organizations: service and sales climates. Building from the resource-allocation framework, the authors examine the way employees reconcile these multiple psychological climates. Polynomial regression and response surface modeling are used to test for the influence of these distinct climates on employee outcomes using a sample of 252 marketing employees and their 68 immediate supervisors. Specifically, the authors examine relationships between service and sales climates and the employee performance outcomes of customer satisfaction, helping behavior, effort, and sales performance. Results provide insight into the benefits and pitfalls of sales and service climates co-existing. Specifically we find that while sales effort is highest in climates that heavily favor sales, sales performance ... |
| Databáze: | OpenAIRE |
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