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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
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 | ||||||||||
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| Subjects: | H Social Sciences > HF Commerce | ||||||||||
| Divisions: | Faculty of Social Sciences > Warwick Business School > Marketing Group Faculty of Social Sciences > Warwick Business School |
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| 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: |
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| Date of first compliant deposit: | 20 July 2017 | ||||||||||
| 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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