Organizational values and role stress as determinants of customer-oriented selling performance

Article Abstract:

Customer-oriented selling has been promoted to salespeople as a way to influence the service and quality goals of an organization. However, little is known about the factors influencing the extent to which salespeople actually engage in it. This research examines whether organizational values and role stress influence customer-oriented selling performance. To test our hypotheses and model, 402 national sales representatives completed a self-administered mail questionnaire. Results indicated that the salesperson's perceived customer value orientation of the firm increases customer-oriented selling performance. Role conflict and role ambiguity constrain customer-oriented selling performance. Limitations, as well as practical and theoretical implications, are discussed. (Reprinted by permission of the publisher.)

Job stress, Customer relations, Organizational behavior, Social role, Social values

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An empirical investigation of the salesperson's career stage perspective

Article Abstract:

Career stage may be a factor in explaining observed variance in sales performance. Recent sales literature has focused its attention on the Walker-Churchill-Ford model but has neglected empirical investigations of the career stage perspective first introduced by Jolson. Selected propositions offered by Cron in a previous study are the subject of empirical testing performed in this paper. Findings indicate that the career stage variable may add a significant dimension to explaining some aspects of sales performance, and it should become an integral part of sales management research. (Reprinted by permission of the publisher.)

Models, Employee motivation

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A framework for classifying concepts of and research on the personal selling process

Article Abstract:

Early research about selling has focused on the techniques involved, but recently more emphasis has been put on interpersonal interactions. The authors of this article have developed a classification system to organize the literature to make it easier to understand and use. The approaches are one-way - static, one-way - dynamic, two-way static, and two-way - dynamic. This research could have implications in terms of how sales personnel are selected and trained. Researchers can use it to classify the literature and indicate future directions for research.

Social aspects, Economic aspects, Interpersonal relations, sales management

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