Generating sales while providing service

2017 ◽  
Vol 35 (3) ◽  
pp. 447-471 ◽  
Author(s):  
Valter da Silva Faia ◽  
Valter Afonso Vieira
Keyword(s):  
Control System ◽  
Indirect Effect ◽  
Regulatory Focus ◽  
Banking Sector ◽  
Interactive Effect ◽  
Sales Performance ◽  
Sales Force ◽  
Organizational Control ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to extend the previous regulatory focus and sales force control literature suggesting that organizational control system not only moderates but also mediates the interactive effect of the assessment × locomotion on salesperson ambidextrous behavior. Organizational control system, which has behavior and outcome dimensions, moderates the effects of employee regulatory focus on their ambidextrous behavior, sales performance, and satisfaction. Design/methodology/approach The authors conducted a survey with 163 bank frontline employees (FLEs) who sell financial products to final consumers. Each respondent was approached by a professional interviewer who presented the questionnaire and collected the answers. These respondents are FLEs, who are the ones that sell financial services and are responsible for post-sales services, such as answering customer questions and account problems. In the sample, FLEs are the primary source of revenue generation and services activities (ambidextrous features) in banking sector, similar to Bailey et al. (2016). Findings First, the moderating and mediation analysis showed that the interactive effect of both regulatory focus, locomotion and assessment, predicts FLE ambidextrous behavior. Second, this interaction effect suffers a three-way interaction under organizational control system. Third, organizational control system also moderates the impact of ambidextrous behavior on performance, such that outcome-based control system amplifies the relationship. Fourth, the authors found a conditional indirect effect, in such ambidextrous behavior, mediates the indirect effect of control system on sales performance, generating stronger (vs weaker) results under an outcome-based control system (vs behavior-based control system). Research limitations/implications Since this study adopts the cross-sectional research design, the authors could not empirically demonstrate the causality of the relationships among constructs. The authors also analyzed the organizational control system from the FLEs perspective and not from the supervisors/managers perspective, who daily control employees activities. Originality/value The authors propose a conditioning indirect mediating impact of control system on performance and consumer satisfaction through ambidextrous behavior and explore the regulatory focus-ambidexterity-performance moderating chain, theorizing that this sequence depends on the level of control system.

Emotion regulation – natural reward strategy linkage and its impact on sales performance: the mediating impact of salesmanship skills

2018 ◽  
Vol 33 (3) ◽  
pp. 353-364 ◽  
Author(s):  
Ramendra Singh ◽  
Rakesh Kumar Singh ◽  
Diptiman Banerji
Keyword(s):  
Emotion Regulation ◽  
Cognitive Theory ◽  
Emerging Market ◽  
Sales Performance ◽  
Sales Force ◽  
Equation Modeling ◽  
Content Type ◽  
Natural Reward ◽  
Study Results ◽  
The Impact

Purpose In the context of an emerging market, this paper empirically investigates the direct as well as the indirect impact of natural reward strategies (NRS) on the sales performance of B2B sales force. It also investigates the mediating impact of salesmanship skills on the NRS–sales performance linkage. Design/methodology/approach Structural equation modeling (using AMOS 18 software) is used to analyze the data collected, using a survey questionnaire from a sample of 317 B2B salespersons of a single media firm in India. Findings Results indicate that NRS are influenced primarily by a salesperson’s emotion regulation abilities, while salesmanship skills partially mediate in the NRS–performance relationship. Research limitations/implications The study results are based on convenience sampling, which may limit the theoretical generalization of the results across all emerging markets. Originality/value It is one of the earliest studies in the B2B sales literature that integrates multiple theoretical perspectives from job-demands-resources theory, self-regulation theory, motivation and skills theory and social cognitive theory. These theories have been synthesized; then they have been used to develop and test the impact of emotional regulation on NRS components of self-leadership among salespersons, and its subsequent direct impact on sales performance, as well as mediating impact via salesmanship skills.

Salesperson performance: role of perceived overqualification and organization type

2018 ◽  
Vol 36 (1) ◽  
pp. 79-92 ◽  
Author(s):  
Basant Purohit
Keyword(s):  
Control System ◽  
Sales Force ◽  
Control Mechanisms ◽  
Job Fit ◽  
Salesperson Performance ◽  
Content Type ◽  
Sales Personnel ◽  
Perceived Overqualification ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of perceived overqualification (POQ) on salesperson performance. Design/methodology/approach In total, 120 usable samples were collected from surveying sales representatives and their sales supervisors from 48 different Indian pharmaceutical firms. Findings The results indicated that sales personnel with POQ perform well: in prospector and analyzer type organizations as compared to in defender and reactor type organizations, and when controlled by the outcome-based control system than when controlled by the behavior-based control system. Practical implications This study suggests that “person-job” fit criteria used in personnel selection should also consider environmental variables (organization type and control mechanisms) for better job outcomes. The results of the study would enable an organization to assess whether its reward systems and levels are getting the desired impact from sales personnel with different levels of POQ in terms of salesperson performance. Originality/value Using “person-job” fit theory, this study examined the role of organization type and sales force control system as moderators of “POQ – Salesperson Performance” relationships and explains how organizations can benefit from enhancing sales performance of salespersons with POQ.

The impact of salesperson customer orientation on sales performance via mediating mechanism

2015 ◽  
Vol 30 (5) ◽  
pp. 594-607 ◽  
Author(s):  
Rakesh Singh ◽  
Pingali Venugopal
Keyword(s):  
Emotion Regulation ◽  
Structural Equation ◽  
Customer Orientation ◽  
Sales Performance ◽  
Sales Force ◽  
Future Research ◽  
Content Type ◽  
Individual Level ◽  
Natural Rewards ◽  
The Impact

Purpose – This study aims to address the need to study salesperson’s customer orientation and its effectiveness to explain the efficacy of predispositions and skills at individual level. This study is set in the Indian context and, therefore, offers a detailed insight from an Indian sales force perspective. Also, this study introduces self-leadership into sales literature. Design/methodology/approach – A model was tested using survey data collected from salespeople within a print media company located in India. A structural equation model was used to test the hypotheses. Findings – The results suggest an interesting interplay between salesperson’s customer orientation and his/her sales performance. The relationship between customer orientation is fully mediated by salesperson’s emotion regulation ability and his/her salesmanship skills. Results support the role of natural rewards strategies as driver of individual level customer orientation which will be of great interest in future research in this area. Research limitations/implications – The research suggests that a salesperson’s customer orientation relates positively with sales performance through two process variables – emotion regulation and salesmanship skills. Within an Indian sales force, individual salesperson’s customer orientation is significantly influenced by his/her natural rewards strategies which have important implication for sales force recruitment. Moreover, sales training and other interventions targeted toward building salesmanship skills and emotion regulation abilities may actually enhance effectiveness of customer-oriented sales force. Theoretical and managerial applications are also discussed. Originality/value – This study extends the literature through its examination of an Indian sales force, the incorporation of self-leadership construct (natural rewards strategies) and its argument for an alternative approach toward salesperson’s customer orientation effectiveness.

Overcoming over-identification

2019 ◽  
Vol 37 (3) ◽  
pp. 258-270
Author(s):  
Valter Afonso Vieira ◽  
Juliano Domingues da Silva ◽  
Colin Gabler
Keyword(s):  
Social Identity Theory ◽  
Sales Performance ◽  
Negative Influence ◽  
Sales Force ◽  
Self Concept ◽  
Sales Manager ◽  
Data Set ◽  
Content Type ◽  
Managerial Support ◽  
The Impact

Purpose The purpose of this paper is threefold: first, to determine the impact of interpersonal identification on sales performance; second, to uncover whether or not that relationship changes direction based on levels organizational prestige; and third, to test the antecedent of managerial support on salesperson interpersonal identification. Ultimately, the authors want to provide sales managers with tangible ways to nurture the self-concept of their sales force while optimizing sales performance. Design/methodology/approach The authors test the hypotheses using a data set of 196 B2C retail salespeople in the shoe industry. Respondents answered a printed questionnaire, which was analyzed using multiple linear regression and response surface analysis. Findings The authors find that managerial support does positively influence interpersonal identification among salespeople which, in turn, increases sales performance. However, the relationship is curvilinear, becoming negative when over-identification occurs. This inverted U-shaped relationship is moderated by organizational prestige such that the negative influence is overcome by employees who have pride and confidence in their organization. Practical implications Managers should balance the level of support that they provide their employees. While this mentorship generally leads to positive results, too much can lead to over-identification, and consequently reduce sales performance. However, this negative effect can be overcome if the salesperson perceives his organization as prestigious. Therefore, a mix of guidance and autonomy may foster the strongest self-concept among the sales team and generate the most positive outcomes. Further, managers should monitor their employees’ perceptions of the company, communicating its strong reputation internally to generate organizational prestige. Originality/value The authors extend social identity theory in a sales context to provide a better understanding of how self-concept can be altered – for better or worse – by the sales manager. The authors also show the importance of communicating your company’s social value to employees. While over-identification in the manager–employee dyad can create a “tipping point” where sales performance begins to decrease, organizational prestige may be able to overcome this effect, demonstrating the power of prestige. Together, the authors present the importance of contextual and external influences on individual sales performance.

Customer perception regarding Sharī‘ah compliance of Islamic banking sector of Pakistan

2016 ◽  
Vol 7 (4) ◽  
pp. 282-303 ◽  
Author(s):  
Lutfullah Saqib ◽  
Muhammad Aitisam Farooq ◽  
Aliya Mueen Zafar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Public Awareness ◽  
Interactive Effect ◽  
Islamic Banking ◽  
Main Stream ◽  
Islamic Banks ◽  
Content Type ◽  
The Impact

Purpose This paper aims to analyze the impact of Sharī‘ah compliance perception on customer satisfaction in Islamic banking sector of Pakistan. Design/methodology/approach Primary data were collected from 242 account holders of Islamic banks and Islamic banking branches of conventional commercial banks and analyzed by correlation and regression through self-administered questionnaires based on SERVQUAL model. Findings Significant moderating effects of Sharī‘ah compliance perception on the relation between service quality and customer satisfaction have been identified. Research limitations/implications As a cross-sectional study with convenience sampling restricts generalizability and because financial benefits offered by banks were not included as a variable, the scope of this study is limited to service quality only. Future research may focus on the moderating effect of Sharī‘ah compliance perception through longitudinal study with larger sample size in a multi-cultural environment. Practical implications Results of this paper recommend Islamic banks to focus on their core strength “Sharī‘ah compliance” while developing their product/service and building marketing strategies. Moreover, assurance of high-quality services will sustain such strategies against competition with conventional banks. Social implications Islamic banks must primarily develop their brand through extensive communication and public awareness programs regarding Sharī‘ah compliance standards in terms of products/services, policy/procedures, code of conduct and Sharī‘ah board. Originality/value This research examines moderating role of Sharī‘ah compliance perception between service quality and customer satisfaction in Islamic banking sector of an Islamic Republic with dual banking system. This interactive effect of Sharī‘ah compliance perception has not been found as an overriding theme in any of the main stream journals/articles. Therefore, this study fills this gap.

scholarly journals Assessing the Impact of Corporate Governance Index on Financial Performance in the Romanian and Italian Banking Systems

2021 ◽  
Vol 13 (10) ◽  
pp. 5535
Author(s):  
Marco Benvenuto ◽  
Roxana Loredana Avram ◽  
Alexandru Avram ◽  
Carmine Viola
Keyword(s):  
Corporate Governance ◽  
Financial Performance ◽  
Banking Sector ◽  
Research Question ◽  
Interactive Effect ◽  
Banking System ◽  
Capital Adequacy ◽  
Banking Systems ◽  
Governance Index ◽  
The Impact

Background: Our study aims to verify the impact of corporate governance index on financial performance, namely return on assets (ROA), general liquidity, capital adequacy and size of company expressed as total assets in the banking sector for both a developing and a developed country. In addition, we investigate the interactive effect of corporate governance on a homogenous and a heterogeneous banking system. These two banking systems were chosen in order to assess the impact of corporate governance on two distinct types of banking system: a homogenous one such as the Romanian one and a heterogeneous one such as the Italian one. The two systems are very distinct; the Romanian one is represented by only 34 banks, while the Italian one comprises more than 350 banks. Thus, our research question is how a modification in corporate governance legislation is influencing the two different banking systems. The research implication of our study is whether a modification in legislation, thus in the index of corporate governance, is feasible for two different banking sectors and what the best ways to increase the financial performance of banks are without compromising their resilience. Methods: Using survey data from the Italian and Romanian banking systems over the period 2007–2018, we find that the corporate governance has a significant, positive and long-lasting effect on profitability and capital adequacy in both countries. Results: Taking the size of the company into consideration, the impact of the Index of Corporate Governance (ICG) on a homogenous banking system is positive while the impact on a heterogeneous banking system is negative. Conclusions: Our study provides evidence of the impact of IGC on financial performance and sheds light on the importance of the size of the company. Therefore, one can state that the corporate governance principles applied do not encourage the growth of large banks in heterogeneous banking sectors, thereby suggesting new avenues of research associated with new perspectives.

The impact of globalization on the performance of Banks in South Africa

2016 ◽  
Vol 26 (4) ◽  
pp. 517-542 ◽  
Author(s):  
Fadzlan Sufian ◽  
Fakarudin Kamarudin
Keyword(s):  
South Africa ◽  
Host Country ◽  
Banking Sector ◽  
Generalized Method Of Moments ◽  
Estimation Method ◽  
Bank Performance ◽  
Content Type ◽  
Multinational Banks ◽  
Dynamic Panel Regression ◽  
The Impact

Purpose This paper aims to provide empirical evidence for the impact globalization has had on the performance of the banking sector in South Africa. In addition, this study also investigates bank-specific characteristics and macroeconomic conditions that may influence the performance of the banking sector. Design/methodology/approach The authors use data collected for all commercial banks in South Africa between 1998 and 2012. The ratio of return on assets was used to measure bank performance. They then used the dynamic panel regression with the generalized method of moments as an estimation method to investigate the potential determinants and the impact of globalization on bank performance. Findings Positive impact of greater economic integration and trade movements of the host country, while greater social globalization in the host country tends to exert negative influence on bank profitability. The results show that banks originating from the relatively more economically globalized countries tend to perform better, while banks headquartered in countries with greater social and political globalizations tend to exhibit lower profitability levels. Originality/value An empirical model was developed that allows for the performance of multinational banks to depend on internal and external factors. Moreover, unlike the previous studies on bank performance, in this empirical analysis, we control for the different dimensions of globalizations while taking into account the origins of the multinational banks. The procedure allows us to test for the home field, the liability of foreignness and global advantage hypotheses to deduce further insights into the prospects of banking across borders.

Overcoming resistance to product rebranding

2015 ◽  
Vol 24 (6) ◽  
pp. 621-632 ◽  
Author(s):  
Véronique Collange ◽  
Adrien Bonache
Keyword(s):  
Indirect Effect ◽  
Consumer Attitudes ◽  
Higher Order ◽  
Brand Name ◽  
Negative Effects ◽  
Marketing Practice ◽  
Content Type ◽  
Name Change ◽  
Marketing Managers ◽  
The Impact

Purpose – The purpose of this article is to understand how and why consumers resist or accept product rebranding. It seeks to identify and to quantify the drivers of attitudes toward this marketing practice to guide marketing managers in the execution of an effective changeover. Design/methodology/approach – The research is conducted in three stages. First, a qualitative study is run among 45 consumers to identify variables that might influence attitudes toward product rebranding. Second, a review of literature on the emotion of surprise is carried out to specify the relationships between the variables previously identified and to formulate hypotheses. Third, a quantitative study is conducted among 480 consumers to test the hypotheses and to quantify the impact of each variable. Findings – Surprise impacts attitudes toward product rebranding through a three-way process (automatic, higher-order cognitive, higher-order affective): a direct negative effect, an indirect effect mediated by incomprehension about the reasons for the change and an indirect effect mediated by the negative emotions generated by the change. Moreover, trust in firms diminishes the negative effects of anger, fear and sadness on attitudes toward product rebranding. Research limitations/implications – The research offers a better understanding of processes involved in the building of consumer attitudes toward brand name change. However, it only constitutes a first step in the attempt to understand the phenomena. Practical implications – This practice of brand name change is increasingly popular, but marketing managers are skeptical about the best way to implement it. The paper provides a better understanding of consumer reactions to product rebranding, so that marketing managers can make better decisions. It reveals guidance for successful brand name changes. Originality/value – This paper is the first to propose and to test a comprehensive model of the mental processes involved in the building of consumer attitudes toward product rebranding.

Influence of human resource capital information disclosure on investors’ share investment intentions

2017 ◽  
Vol 46 (3) ◽  
pp. 551-571 ◽  
Author(s):  
Sugumar Mariappanadar ◽  
Alma Kairouz
Keyword(s):  
Performance Management ◽  
Human Resource ◽  
Information Disclosure ◽  
Banking Sector ◽  
Strategic Human Resource Management ◽  
Annual Reports ◽  
Individual Investors ◽  
Content Type ◽  
Investment Intentions ◽  
The Impact

Purpose The purpose of this paper is to apply the strategic human resource management (HRM) perspective to investigate the schematic relationship between the dimensions of human resource (HR) capital information and intentions to use such information in individual investors’ decisions relating to investing equities in the banking industry. Design/methodology/approach A two-stage empirical study was conducted in 2010 using a four-part HR capital disclosure questionnaire, which was developed and validated in stage 1 (n=145) of the study. In stage 2 (n=157), current or previous shareholders in one of the Australian banking sector corporations participated in the study. The collected data were analyzed using confirmatory factor and logistic regression analyses. Findings The findings of this explorative study highlight that the individual investors’ perception on the importance of performance management dimension of HR capital information has varied impacts on their intentions to use such information in investment decisions to buy, hold on to, or sell stocks. Practical implications This study has made an important contribution to the strategic HRM and behavioral finance literature that the human capital information facilitates the propensity to avoid regrets in selling shares too early (dispositional effect bias) to achieve utility benefits in future which is different from the findings of financial information disclosure study. Originality/value A recent critical review of HR disclosure indicated that most of the published articles on HR capital have used company annual reports for data source. However, this is the first study that attempts to understand the impact of HR capital disclosure information on investment intentions from individual investors’ schema rather than drawing data from company annual reports.

Fair value and banking contagion

2016 ◽  
Vol 7 (3) ◽  
pp. 215-236 ◽  
Author(s):  
Leila Gharbi ◽  
Halioui Khamoussi
Keyword(s):  
Data Model ◽  
Banking Sector ◽  
Fair Value ◽  
Islamic Banks ◽  
Fair Value Accounting ◽  
Content Type ◽  
Gcc Countries ◽  
Conventional Banks ◽  
Value Changes ◽  
The Impact

Purpose This paper aims to explore empirically the impact of fair value accounting on banking contagion in a comparative context between Islamic banks and conventional banks. Design/methodology/approach The analysis of the impact of fair value changes on banking contagion is carried out through a panel data model. This study covers 20 Islamic banks and 40 conventional banks operating in the Gulf Cooperation Council (GCC) countries during nine years from 2003 to 2011. Findings Empirical evidence shows that there is a significant change in dynamic volatility in GCC banking sector because of financial crisis 2008. However, results fail to confirm the hypothesis that fair value accounting is significantly associated with an increase of banking contagion for both Islamic and conventional banks operating in GCC countries. Originality/value The outcome of this study provides some insights for academicians, accountants as well as regulators in terms of enhancing the effectiveness of accounting practices.

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