Compensation and sales performance of service personnel: a service transaction perspective

Article Abstract:

This paper advances and tests an exploratory model which seeks to assess the relative influence of sales performance expectations of service personnel on customer perceptions of the transaction experience and satisfaction. The results indicate that in a retail sales context with moderate sales incentives, customer percpetions of the service transaction experience and satisfaction are not negatively influenced, based on the relative level of sales performance of the contact personnel. Further, management's overall performance evaluation of service/sales personnel was found to emphasize different aspects of the service transaction experience than those used by the customer in deriving their satisfaction with the service firm. (Reprinted by permission of the publisher.)

Models, Evaluation, Employee performance appraisals, Performance appraisals

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High technology salespeople's information acquisition strategies

Article Abstract:

Salespeople today have become increasingly bombarded with technical information on their firms' product and service innovations, and develop strategies to acquire information that is relevant to them. High technology (computer mainframe) salespersons are studied to identify the presentation format cues they look for to assess the importance or usefulness of information they are presented. The results reveal five factors underlying the information acquisition process, and their implications for more satisfactorily presenting information to salespersons are discussed. (Reprinted by permission of the publisher.)

High technology industry, Human resource management

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