Understanding salesperson intention to use AI feedback and its influence on business-to-business sales outcomes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kelly R. Hall ◽  
Dana E. Harrison ◽  
Haya Ajjan ◽  
Greg W. Marshall
Keyword(s):  
Performance Feedback ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sales Managers ◽  
Content Type ◽  
Adaptive Selling ◽  
Promising Area ◽  
Managerial Implications ◽  
And Performance ◽  
Business To Business

Purpose Artificial intelligence (AI) is a rapidly growing frontier. One promising area for AI is its potential to assist sales managers in providing salesperson feedback. Despite this promise, little work has been done within the business-to-business (B2B) sales domain to investigate the potential impact of AI feedback on critical sales outcomes. The purpose of this research is to explore these issues and respond to calls in the literature to determine how AI can enhance salesperson adaptability and performance. Design/methodology/approach Survey data from a sample of 246 B2B salespeople was used to test the conceptual model and research hypotheses. The data were analyzed using partial least squares structural equation modeling (PLS-SEM). Findings The findings provide broad support for the model. An AI-feedback rich environment and salesperson feedback orientation predicted perceived accuracy of AI feedback which, in turn, strengthened intentions to use AI feedback. These favorable reactions to AI feedback positively related to adaptive selling behaviors, and adaptive selling behaviors mediated the relationships between intentions to use AI feedback and organizational commitment, as well as sales performance. Contrary to expectations, it did not mediate the relationship between intentions to use AI feedback and job satisfaction. Practical implications The managerial implications of this study lie in explaining practical considerations for the implementation and use of AI feedback in the sales context. Originality/value This study extends literature on technology adoption, performance feedback and the use of AI in the B2B sales domain. It offers practical insight for sales managers and those responsible for implementing AI solutions in sales.

Does the hierarchical position of the buyer make a difference? The influence of perceived adaptive selling on customer satisfaction and loyalty in a business-to-business context

2014 ◽  
Vol 29 (5) ◽  
pp. 364-373 ◽  
Author(s):  
Sergio Román ◽  
Pedro Juan Martín
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Adaptive Selling ◽  
Business Context ◽  
Wide Range ◽  
Hierarchical Position ◽  
Relational Outcomes ◽  
Business To Business

Purpose – The first purpose of this research is to analyze the influence of adaptive selling, as perceived by customers, on customer satisfaction – both with the salesperson and the company – and loyalty to the supplier. In addition, this study aims to examine to what extent the organizational position occupied by the buyer moderates the results obtained (i.e. satisfaction and loyalty) as a consequence of a salesperson’s adaptive selling behavior. Design/methodology/approach – Data obtained from a survey of organizational buyers from a wide range of industries are analyzed through structural equation modeling. Findings – Findings from the study indicate that perceived adaptive selling significantly increases satisfaction with the salesperson, satisfaction with the supplier and loyalty to the supplier while controlling for length of the buyer–seller relationship. In addition, these effects are stronger when the contact person at the buying company is the general manager as opposed to the purchasing manager. Originality/value – Despite today’s emphasis on relationship selling, the research on the consequences of adaptive selling has employed primarily sales-related criteria (e.g. sales, quota). This is the first study to analyze the influence of adaptive selling on several customer relational outcomes in a business-to-business context and to analyze the moderating influence of the hierarchical position of the buyer.

Knowledge strategy, sharing behavior and performance

2018 ◽  
Vol 41 (3) ◽  
pp. 395-411 ◽  
Author(s):  
Pooja K. Singh
Keyword(s):  
Structural Equation ◽  
Positive Influence ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Knowledge Strategy ◽  
Managerial Implications ◽  
And Performance ◽  
Sharing Behavior

Purpose The study aims to examine the effect of knowledge management strategy (KMS) on knowledge-sharing behavior (KSB) and its subsequent effect on knowledge performance (KP). It also throws light on the mediating role of KM enablers (KMEs) and KSB. Design/methodology/approach In purview of previous literature, several hypotheses were framed. Structural equation modeling (SEM) using SPSS 20, PROCESS macro and AMOS 20 was used to examine the research hypotheses in a sample of empirical data collected from 350 employees of information technology (IT) service provider firms. Findings This paper empirically proves the existence of mediation effect of the proposed mediators (KME, KSB) between predictors (KMS, KSB) and outcomes (KSB, KP) in different hypothesized relationships. Result provides empirical evidence toward the positive influence of KMS dimensions (internal-oriented KMS, external-oriented KMS) on KSB and also confirms the influence of KSB on KP. Research limitations/implications This study examines the effect of KMS and KSB on KP with reference to the IT sector, thereby limiting generalization to other sectors. Practical and managerial implications have been discussed in the later sections of the study. Originality/value This study adds value to the existing KM literature by adjoining the links among knowledge strategy, sharing behavior and performance.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

Salesperson grit: reducing unethical behavior and job stress

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Charles H. Schwepker ◽  
Megan C. Good
Keyword(s):  
Job Stress ◽  
Unethical Behavior ◽  
Structural Equation ◽  
Negative Impact ◽  
Equation Modeling ◽  
Screening Process ◽  
Content Type ◽  
Unethical Behaviors ◽  
Neutralization Techniques ◽  
Business To Business

Purpose The purpose of this paper is to investigate the relationships between grit, unethical behavior and job stress among business-to-business salespeople. Design/methodology/approach The empirical analysis includes 240 business-to-business salespeople. Structural equation modeling is used to test the study’s hypotheses. Findings Results suggest grit is directly related to less frequent unethical behavior and customer-directed deviance. Neutralization techniques positively moderate the relationship between salesperson grit and both unethical behavior and customer-directed deviance. Grit is indirectly related to job stress through the positive relationship between unethical behavior and job stress. Research limitations/implications Given research on grit in sales is relatively new several opportunities to pursue additional research in this area are presented. Practical implications Sales leaders may benefit from administering the salesperson grit scale as part of the screening process and developing grit among salespeople through training and coaching. Sales leaders should emphasize the negative impact of adopting neutralization techniques (excuses) in condoning unethical behaviors. The indirect effect of grit in reducing job stress through ethical behaviors underscores potential ways to mitigate costly and detrimental sales outcome losses. Originality/value This study develops a novel framework to explore the relationships between grit and unethical behaviors as moderated by neutralization techniques (excuses); examines an additional component of grit not previously considered in some studies of salespeople; and investigates whether these relationships increase a previously unexplored outcome – job stress.

Sales transformation: conceptual domain and dimensions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Daniela Corsaro ◽  
Isabella Maggioni
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Measurement Tool ◽  
Holistic View ◽  
Content Type ◽  
B2b Relationships ◽  
Systemic Process ◽  
Different Dimensions ◽  
Business To Business

Purpose This study aims to offer a conceptualization of sales transformation, a phenomenon that is redefining the role of salespeople and the nature of Business-to-Business (B2B) relationships while disrupting the selling logics across a variety of industries. Design/methodology/approach Through a two-stage approach, the authors propose and test a conceptual model of sales transformation. The authors conducted 20 interviews and two focus groups with sales directors and managers. The authors then surveyed directors, executives and managers in the sales area (n = 190) and tested a reflective–formative hierarchical model using partial least squares structural equation modeling (PLS-SEM). Findings Sales transformation is a multidimensional construct that includes four higher-order dimensions, namely, people, digitalization, integration and acceleration, and 16 sub-dimensions. These dimensions simultaneously contribute to the sales transformation phenomenon that is conceptualized as a systemic process. This study also offers a measurement tool to assess the degree of sales transformation and enhance the value generated through sales. Originality/value Although many companies are facing challenges stemming from the process of sales transformation, most studies have only focused on micro-aspects of this transformation. This study provides a holistic view of sales transformation aimed at understanding the complexity of this phenomenon by adopting a macro-level perspective on the different dimensions that contribute to its occurrence and development.

Supply chain integration and its impact on sustainability

2018 ◽  
Vol 118 (9) ◽  
pp. 1749-1765 ◽  
Author(s):  
Mingu Kang ◽  
Ma Ga (Mark) Yang ◽  
Youngwon Park ◽  
Baofeng Huo
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Management Practices ◽  
Social Performance ◽  
Supply Chain Integration ◽  
Equation Modeling ◽  
Content Type ◽  
New Perspective ◽  
And Performance ◽  
And Function

Purpose The purpose of this paper is to examine the role of supply chain integration (SCI) in improving sustainability management practices (SMPs) and performance. Design/methodology/approach Based on data collected from 931 manufacturing firms in multiple countries and regions, the authors conducted a structural equation modeling analysis to test the proposed hypotheses. Findings The findings suggest that supplier and customer integration are vital enablers for both intra- and inter-organizational SMPs. The results also reveal that both intra- and inter-organizational SMPs are significantly and positively associated with sustainability performance (i.e. economic, environmental and social performance) and function as complements to jointly enhance environmental and social performance. Originality/value This study incorporates SCI into the sustainability literature, providing a new perspective on sustainability and supply chain management research.

Deriving managerial implications through SERVQUAL gap elasticity in UAE banking

2018 ◽  
Vol 35 (4) ◽  
pp. 940-964 ◽  
Author(s):  
Mukesh Kumar ◽  
K.S. Sujit ◽  
Vincent Charles
Keyword(s):  
United Arab Emirates ◽  
Structural Equation ◽  
Service Providers ◽  
Traditional Approach ◽  
Equation Modeling ◽  
Relative Importance ◽  
Linear Regression Models ◽  
Content Type ◽  
Managerial Implications ◽  
The Right

Purpose The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach The dimensions of SERVQUAL adopted from Parasuraman et al. (1988) and Kumar et al. (2009) are first verified for their unidimensionality using structural equation modeling and reliability in the context of United Arab Emirates banking industry. Furthermore, the technique of dominance analysis is used to derive the relative importance of dimensions for different groups of banks. Finally, the stepwise log-linear regression models are used to estimate the gap elasticity to measure the responsiveness of the overall SERVQUAL gap to a change in customers’ perception on different dimension. Findings The results reveal that the dimension which is prioritized as the most important dimension need not to be the one to be targeted under the resource constraint to react faster to the changes of customers’ banking behavior. Originality/value This is probably the first attempt to examine the service quality through gap elasticity. This method is especially useful when the traditional approach to measure relative importance of critical factors fails to clearly discriminate between two or more dimensions, which, in turn, may lead to failure in decision making to choose the right strategies to bridge the overall gap in the service.

scholarly journals Use of management reports and performance of sales managers in an insurance company

2018 ◽  
Vol 29 (78) ◽  
pp. 343-354
Author(s):  
José Carlos Tiomatsu Oyadomari ◽  
Bruno Duque ◽  
Edelcio Koitiro Nisiyama ◽  
Ronaldo Gomes Dultra-de-Lima ◽  
Octavio Ribeiro de Mendonça Neto
Keyword(s):  
Structural Equation ◽  
Secondary Data ◽  
Equation Modeling ◽  
Insurance Company ◽  
Sales Managers ◽  
Business Managers ◽  
Accounting Practice ◽  
And Performance ◽  
The Relationship

ABSTRACT This article aims to investigate the relationship between perceptions of the enabling dimension and the technical validity of the management reports of an insurance company and the performance of its sales managers, mediated by the use of these reports. Companies invest resources in providing management reports for business managers to take decisions, so understanding what influences the use of these reports and whether this use is associated with performance constitutes a relevant subject for both academia and professional practice. The results may be useful for organizations that are taking decisions to invest in management reports, showing that technical validity is what best influences the use of these reports, at least in the short term, which is also a contribution to the theory. Secondary data were combined with a survey of 231 respondents from an insurance company and analyzed using the structural equation modeling (SEM) technique via partial least squares (PLS). The article contributes to the literature and management accounting practice by demonstrating that, unlike in previous studies, the enabling dimension does not positively influence the use of management reports. On the other hand, the study shows that technical validity, which is a more tangible dimension of the quality of management reports, is positively associated with their use and that this use influences the performance of the sales managers. Keywords: use of management reports, sales performance, sales managers, insurers, enabling.

How does corporate association influence consumer brand loyalty? Mediating role of brand identification

2016 ◽  
Vol 25 (7) ◽  
pp. 629-641 ◽  
Author(s):  
Mobin Fatma ◽  
Imran Khan ◽  
Zillur Rahman
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Affective Commitment ◽  
Equation Modeling ◽  
Brand Identification ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Associations ◽  
Corporate Ability ◽  
Managerial Implications

Purpose The aim of this study is to investigate the influence of two types of corporate associations – corporate ability (CA) and corporate social responsibility (CSR) – on consumer brand loyalty in retail banks in India. Design/methodology/approach A survey on 489 banking consumers was carried out. To achieve research objectives, test hypotheses and analyze data, structural equation modeling was used. Findings The findings show that CA and CSR associations were found to have positive and indirect influences on consumer brand loyalty through brand identifications. This indicates that the process of corporate association transforming into loyalty is much more complicated, and there are other factors influencing this process, making brand identification necessary for achieving customer brand loyalty. Research limitations/implications The results presented in this study have important managerial implications for banking companies in India. The findings demonstrate the importance of CA and CSR associations in the present business scenario and highlight the need to successfully implement them in management policies. Originality/value This study contributes to the existing body of literature by highlighting the influence of brand identification on brand loyalty through affective commitment and satisfaction.

The impact of information security initiatives on supply chain robustness and performance: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sindhuja P.N.
Keyword(s):  
Supply Chain ◽  
Information Security ◽  
Supply Chains ◽  
Structural Equation ◽  
Essential Element ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
Supply Chain Robustness

Purpose Information security is an essential element in all business activities. The damage to businesses from information security breaches has become pervasive. The scope of information security has widened as information has become a critical supply chain asset, making it more important to protect the organization’s data. Today’s global supply chains rely upon the speedy and robust dissemination of information among supply chain partners. Hence, processing of accurate supply chain information is quintessential to ensure the robustness and performance of supply chains. An effective information security management (ISM) is deemed to ensure the robustness of supply chains. The purpose of the paper is to examine the impact of information security initiatives on supply chain robustness and performance. Design/methodology/approach Based on extant literature, a research model was developed and validated using a questionnaire survey instrument administered among information systems/information technology managers. Data collected were analyzed using exploratory and confirmatory factor analysis. Further, to test the hypotheses and to fit the theoretical model, Structural equation modeling techniques were used. Findings Results of this study indicated that information security initiatives are positively associated with supply chain robustness and performance. These initiatives are likely to enhance the robustness and performance of the supply chains. Originality/value With the advancements in internet technologies and capabilities as well as considering the dynamic environment of supply chains, this study is relevant in terms of the capability that an organization needs to acquire with regards to ISM. Benefiting from the resource dependency theory, information security initiatives could be considered as a critical resource having an influence on the internal and external environment of supply chains.

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