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Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions : a multi-level approach

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Kadic-Maglajlic, Selma, Micevski, Milena, Arslanagic-Kalajdzic, Maja and Lee, Nick (2017) Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions : a multi-level approach. Journal of Business Research, 80 . pp. 53-62. doi:10.1016/j.jbusres.2017.06.023

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Official URL: http://dx.doi.org/10.1016/j.jbusres.2017.06.023

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Abstract

Drawing from the mental ability framework and information processing theory, two studies embedded within the B2C retail setting investigate the role of the sales manager's ability-to-perceive-emotions in the complex non-linear relationships between salespeople's customer and selling orientations on one side, and its outcomes (sales performance and customer re-purchase intention) on the other. Using multilevel data from salespeople and their managers, Study 1 tests a theoretical model of salesperson orientation and performance, while Study 2 further verifies the results of Study 1 from the customer's perspective. Both studies find strong empirical support for a curvilinear, inverted U-shaped effect of a salesperson's customer orientation on sales performance and customer re-purchase intention. This effect is, however, reversed for the link between selling orientation and performance/re-purchase intention, where results indicate a U-shaped curvilinear relationship. Furthermore, we show that the sales manager's ability to perceive emotions facilitates the effect of salespeople's customer orientation on sales performance.

Item Type: Journal Article
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Social Sciences > Warwick Business School > Marketing Group
Faculty of Social Sciences > Warwick Business School
Library of Congress Subject Headings (LCSH): Sales personnel, Sales, Marketing
Journal or Publication Title: Journal of Business Research
Publisher: Elsevier Inc.
ISSN: 0148-2963
Official Date: November 2017
Dates:
DateEvent
November 2017Published
12 July 2017Available
29 June 2017Accepted
8 April 2016Submitted
Volume: 80
Page Range: pp. 53-62
DOI: 10.1016/j.jbusres.2017.06.023
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access

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