İşletme Fakültesi

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Browsing İşletme Fakültesi by browse.metadata.publisher "Amer Marketing Assoc"

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    Article
    Citation - WoS: 82
    Unpacking the Relationship Between Sales Control and Salesperson Performance: a Regulatory Fit Perspective
    (Amer Marketing Assoc, 2018) Katsikeas, Constantine S.; Auh, Seigyoung; Spyropoulou, Stavroula; Mengüç, Bülent
    The literature examining the effect of sales control on salesperson performance is at best equivocal. To reconcile inconsistencies in empirical findings this research introduces two new types of salesperson learning: exploratory and exploitative learning. Drawing on regulatory focus theory the authors conceptualize exploratory learning as promotion focused and exploitative learning as prevention focused and find that salespeople exhibit both exploratory and exploitative learning though one is used more than the other depending on the type of sales control employed. The results also suggest that the fit between salesperson learning type customer characteristics (i.e. purchase-decision-making complexity) and salesperson characteristics (i.e. preference for sales predictability) is critical to salesperson performance and that salesperson learning mediates the relationship between sales control and salesperson performance (Study 1). Study 2 corroborates the findings using new panel data collected over two waves. The results of this research have important implications for integrating sales control salesperson learning and salesperson performance.
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    Article
    Citation - WoS: 83
    Citation - Scopus: 95
    When Does (mis)fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?
    (Amer Marketing Assoc, 2016) Mengüç, Bülent; Auh, Seigyoung; Katsikeas, Constantine S.; Jung, Yeon Sung
    The role of coworkers' customer orientation (CO) in influencing an employee's CO has received sparse attention in the literature. This research serves two purposes. First the study draws on person-group fit theory to develop and test a model of a frontline employee's CO relative to that of his or her coworkers as well as the effects of CO (mis)fit on job satisfaction and service performance through coworker relationship quality. Second the authors propose three workgroup characteristics-group size service climate strength and leader. member exchange differentiation-that they expect to mitigate the (negative) positive effect of employee. coworker CO (mis) fit on coworker relationship quality. Data collected in a multirespondent (i.e. frontline employees and supervisors) longitudinal research design indicate that as group size increases service climate becomes stronger and group leaders develop different exchange relationships with employees the inherently (negative) positive role of employee-coworker CO (mis) fit in influencing coworker relationship quality diminishes. Furthermore coworker relationship quality fully mediates the associations of employee-coworker CO (mis) fit with job satisfaction and service performance. The authors close with a discussion of the theoretical and practical implications of the boundary conditions of CO (mis)fit.