Unethical sales behavior neutralization: the impact of salesperson role variables and moderating effects of role relationship orientation

2019 ◽  
Vol 34 (1) ◽  
pp. 62-79 ◽  
Author(s):  
Laura Munoz ◽  
Michael Mallin
Keyword(s):  
Role Conflict ◽  
Self Efficacy ◽  
Role Ambiguity ◽  
Moderating Effects ◽  
Content Type ◽  
Role Relationship ◽  
Relationship Orientation ◽  
Neutralization Techniques ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to explore the relationship between salesperson role perceptions and use of neutralization techniques, given the relationship orientation of the salesperson. Direct relationships between salesperson role conflict, role ambiguity, role task self-efficacy and a salesperson’s propensity to use neutralizations to attribute their unethical selling behavior are tested. The moderating effects of role-relationship orientation on the aforementioned relationships are also explored Design/methodology/approach Survey data were collected from 163 (cross-industry, B2B/B2C non-retail) salespeople. Results were analyzed and seven hypotheses were tested using SmartPLS to estimate and evaluate a (partial least squares) structural model. Findings The study findings conclude that role ambiguity, role task self-efficacy and role relationship orientation directly impact a salesperson’s tendency to use neutralization techniques to justify unethical sales behavior. Role relationship orientation serves to moderate the relationship between role conflict and neutralization use. Research limitations/implications This research integrates attribution and role theories to isolate the conditions where salespeople are prone to use neutralization techniques to justify their unethical behavior. Salesperson role relationship orientation is explored to understand the moderating effects on the salesperson role–neutralization relationships. Practical implications Sales managers are provided guidance (e.g. training and coaching) to help salespeople navigate feelings of negative role perceptions (role conflict, role ambiguity, role self-efficacy) to minimize the impact on justification of unethical sales behaviors. Originality/value This research builds on the sales and ethics literatures by incorporating role and attribution theory to better understand how salespeople approach dealing with their own unethical behavior and the implications on maintaining relationships with their customers.

The trouble with secrets: pay secrecy, satisfaction and climate

2020 ◽  
Vol 23 (4) ◽  
pp. 337-357
Author(s):  
Nathan Robert Neale
Keyword(s):  
Direct Effect ◽  
Ethical Climate ◽  
Pay Satisfaction ◽  
Moderating Effects ◽  
Content Type ◽  
Ethical Climates ◽  
Pay Secrecy ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

PurposeResearch addressing the impact of tacit and explicit pay secrecy policies on organizational climates is fairly limited. While researchers desire to explain the impact of such policies on individuals' pay satisfaction, a direct effect has not been supported. This study seeks to better explain how these policies are related to ethical climates and pay satisfaction.Design/methodology/approachThis study draws on ethical climate theory to show the influence of ethical climate types on job satisfaction and a moderating effect of explicit and tacit pay secrecy policies on this relationship. This is accomplished through designing this study by using existing scales from the literature in a survey methodology. A pilot study of 246 undergraduate students was used to validate the measures. Then, a sample of 217 adults was obtained to test the proposed relationships. Linear regression is employed to analyze the data and to test the existence of direct and moderating effects.FindingsThe five empirically tested ethical climates each have a direct effect on pay satisfaction. Explicit pay secrecy policies has a positive moderating effect on the relationship between rules, law and code ethical climates, and pay satisfaction. Tacit pay secrecy policies moderate the relationship between caring, rules, law and code, and independence ethical climates and pay satisfaction.Research limitations/implicationsThe findings strengthen the literature by demonstrating a stronger relationship between ethical climates and pay satisfaction. While some of the moderating effects were significant, others were not. This was surprising, but present avenues to further test ethical climate theory and the impact of pay secrecy policies.Practical implicationsThis study presents practical implications for managers. Understanding how these policies may be viewed differently, depending on the type of climate that is experienced within an organization may help managers evaluate using them. Trying to protect employees or the organization itself by enacting these polices may backfire and create additional problems. Managers may want to evaluate the manner that they communicate these polices through formal or informal means, depending on the type of climate experienced within the workplace.Originality/valueThis study is the first to examine the influence of explicit and tacit pay secrecy policies on the relationship between ethical climates and employees' satisfaction with pay. It leads to a number of directions for further research that may continue to build upon this study in order to further advance scholarly understanding of the importance of ethical climates and pay secrecy policies.

Customer delight and work engagement

2014 ◽  
Vol 28 (5) ◽  
pp. 380-390 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Stacey Robinson
Keyword(s):  
Role Conflict ◽  
Customer Service ◽  
Work Engagement ◽  
Personal Resources ◽  
Frontline Employees ◽  
Customer Contact ◽  
Content Type ◽  
Customer Delight ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions influence the employee. Unfortunately, previous research has not evaluated variables that inhibit the impact of customer emotions on the employee. Design/methodology/approach – Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation modeling. Findings – This research provides empirical evidence that employee-perceived customer delight impacts employee work engagement. However, through a process of feedback, customer service-based role conflict impacts the relationship between customer emotions and employee emotions. Finally, the conceptual model illustrates how engaged employees can create their own personal resources vis-à-vis the broaden-and-build theory of positive emotions. Research limitations/implications – This research identifies both antecedent and outcomes variables associated with work engagement, as well as identified mediating factors. Practical implications – Results suggest that the quality and level of contact that frontline employees have with customers impact their work engagement. Furthermore, engaged frontline employees have the ability to create their own personal resources. Originality/value – This research makes contributions to the understanding of the impact of positive customer emotions on frontline employees.

scholarly journals Exploring the relationship between information and communication technology collective behaviors and sense of community: an urban refugee analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Richard Canevez ◽  
Carleen Maitland ◽  
Ying Xu ◽  
Sydney Andrea Hannah ◽  
Raphael Rodriguez
Keyword(s):  
Mobile Phones ◽  
Sense Of Community ◽  
Self Efficacy ◽  
Content Type ◽  
Collective Behaviors ◽  
Urban Refugees ◽  
Information And Communication ◽  
And Gender ◽  
The Impact ◽  
The Relationship

PurposeHelping others use information and communication technologies (ICTs), such as mobile phones, can be beneficial for individuals and communities. In urban refugee communities, displaced and living far from home, collective behaviors with mobile phones can generate a sense of belonging. The purpose of this paper is to explore the potential for these offline behaviors to generate a sense of community among urban refugees.Design/methodology/approachUsing quantitative evidence, the authors examined the relationship between collective behaviors, such as sharing or helping with a mobile phone, and sense of community. The authors analyzed survey data collected from urban refugees in Rwanda via multiple regression to test hypotheses related to the impact of collective behaviors on sense of community, as well as the mediating role of ICT self-efficacy and gender.FindingsThe findings suggest that collective behaviors with mobile phones have a positive relationship with sense of community, driven primarily by providing assistance as compared to sharing. ICT self-efficacy was positively related to sense of community. However, collective behaviors' impacts differed by gender, suggesting that social dynamics influence this relationship.Originality/valueWhile the extant literature highlights the various roles of mobile phones in refugees' lives, less is known about the social aspects of use and its potential to help overcome isolation by fostering a sense of community. The authors extend this literature to a novel context (urban refugees in the Global South), testing a model that incorporates other factors that may play a role (e.g. self-efficacy and gender). These findings are valuable to urban refugees, due to difficulties in re-building a sense of community and increased ICT access.

The neighborhood effect of online reviews

2019 ◽  
Vol 2 (3) ◽  
pp. 262-283
Author(s):  
Dong Liang ◽  
Xia Wang
Keyword(s):  
Design Methodology ◽  
Negative Impact ◽  
Online Reviews ◽  
Neighborhood Effect ◽  
Moderating Effects ◽  
Content Type ◽  
Negative Effect ◽  
Using Data ◽  
The Impact ◽  
The Relationship

Purpose Online reviews have been indicated to play an important role in consumers’ decision-making process, as supported by numerous studies. However, none of them has considered the neighborhood effect of online reviews. The purpose of this paper is to analyze the impact of neighbor store’s reviews on central store’s, along with the moderating effects of store density and product similarity. Design/methodology/approach Using data from dianping.com, this study conducts economic analysis accounting for endogeneity. Findings The results show that the neighbor store’s reviews exert a negative impact on that of central stores. Nevertheless, the relationship is moderated by store density and product similarity, such that the negative effect is stronger if there are a lot of stores around the central store, or if the neighbor store and central store provide similar products. Originality/value This study is the first to investigate the neighborhood effect of online reviews.

scholarly journals Cognitive processes, rewards and online knowledge sharing behaviour: the moderating effect of organisational innovation

2020 ◽  
Vol 24 (6) ◽  
pp. 1241-1261 ◽  
Author(s):  
Tuyet-Mai Nguyen ◽  
Ashish Malik
Keyword(s):  
Private Sector ◽  
Knowledge Sharing ◽  
Self Efficacy ◽  
Moderating Effects ◽  
Public And Private ◽  
Intrinsic Rewards ◽  
Content Type ◽  
Organisational Innovation ◽  
Public And Private Sector ◽  
The Relationship

Purpose Online knowledge sharing is a critical process for maintaining organisational competitive advantage. This paper aims to develop a new conceptual framework that investigates the moderating impacts of innovation on self-efficacy, extrinsic and intrinsic rewards on employees’ online knowledge sharing behaviour in public and private sector companies. Design/methodology/approach This research analysed 200 responses to test the moderating effects of organisational innovation on the relationship between self-efficacy and rewards and online knowledge sharing behviours. The analysis was carried out using component-based partial least squares (PLS) approach and SmartPLS 3 software. Findings The results reveal that self-efficacy significantly affects online knowledge sharing behaviour in firms, regardless of the organisation type. Extrinsic rewards encourage employees in private companies to share knowledge online, whereas intrinsic rewards work effectively in public companies. Additionally, the study found the moderating role of organisational innovation in examining the relationship between rewards and online knowledge sharing behaviour. Research limitations/implications Future research may consider different dimensions such as knowledge donating and collecting behaviours as well as motives, such as self-enjoyment, reciprocity or social interaction ties, which may be investigated to get a deeper understanding of online knowledge sharing behaviour. Practical implications Firms must tailor training and rewards to suit employees’ abilities and needs so as to align with organisation type and innovation. Originality/value The study’s distinctive contribution is the under-researched context of Vietnamese public and private sector banks for investigating the moderating effects of organisational innovation on micro and meso factors on online knowledge sharing behaviour.

Cultural influences on burnout: a Swedish–American comparison

2021 ◽  
Vol 14 (2) ◽  
pp. 181-200 ◽  
Author(s):  
Gina G. Barker ◽  
Fred Volk ◽  
Clay Peters
Keyword(s):  
Role Conflict ◽  
Perceived Stress ◽  
Role Ambiguity ◽  
Cultural Influences ◽  
Content Type ◽  
Global Issue ◽  
The Us ◽  
Shared Culture ◽  
Professional Contexts ◽  
The Relationship

PurposeThe purpose of this study was to examine the possibility that culture influences burnout. Characterized by emotional, cognitive and physical exhaustion, burnout stems from chronic, unresolvable stress experienced when resources to meet demands are insufficient or inaccessible. This study investigated whether people in the US experience burnout differently than people in Sweden.Design/methodology/approachThe relationship between demands and burnout was hypothesized to be mediated by perceived stress, role conflict and role ambiguity. Country was hypothesized to moderate these relationships. Data collected through surveys from Swedish and American participants were analyzed using a process macro model.FindingsThe results showed demands as positively related to burnout. This relationship was mediated by perceived stress and the mediation was moderated by country with a stronger effect for Swedes. The relationship between demands and role conflict was significant and moderated by country; however, role conflict did not predict burnout. Role ambiguity was not a significant predictor or mediator. After accounting for covariates and predictors, demands generated unique variance in burnout and country played a moderating role in this direct relationship, which was stronger for Americans than Swedes.Originality/valueThe results suggest that culture may play a role in the burnout process. Although a global issue, between-country differences and cultural influences on burnout have received little attention, even though shared culture governs perceptions, identities, roles, norms and practices associated with known predictors of burnout. By examining burnout cross-culturally, this study adds to the limited literature on burnout processes across different professional contexts.

Job characteristics affect shared leadership

2018 ◽  
Vol 39 (6) ◽  
pp. 730-744 ◽  
Author(s):  
Swati Hans ◽  
Ritu Gupta
Keyword(s):  
Self Efficacy ◽  
Shared Leadership ◽  
Psychological Safety ◽  
Job Characteristics ◽  
Hierarchical Regression ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact ◽  
Leadership Influence ◽  
The Relationship

Purpose Shared leadership is characterized by exercising lateral leadership influence depending upon the task and the adroitness required for the task. The purpose of this paper is to examine the effects of job characteristics on shared leadership and explore the moderating effects of perceived self-efficacy, and psychological safety on the relationship between job characteristics and shared leadership. Design/methodology/approach The authors applied hierarchical regression and social network analysis using a sample of 23 teams consisting 219 employees from an Indian-based multinational BPO. Findings Results indicate that skill variety, task significance, autonomy and feedback are significant precursors for shared leadership, and psychological safety and perceived self-efficacy act as moderators. Research limitations/implications The study extends the literature associated with job characteristics in relation to shared leadership. Managers can encourage shared leadership using job design and by creating a psychologically safe environment to enhance performance of the team. The cross-sectional nature of the study and data from a single organization question the generalizability of the results. Originality/value The authors provide an initial understanding of the impact of job characteristics in a team for the development of shared leadership, which has not been studied so far. Also, psychological safety and self-efficacy of individuals in teams have not been explored in the past, moderating the job characteristics and shared leadership relationship.

Explorative and exploitative strategies and export performance

2019 ◽  
Vol 22 (1) ◽  
pp. 21-36
Author(s):  
Saba Khalid
Keyword(s):  
High Risk ◽  
Current Literature ◽  
Risk Taking ◽  
Export Performance ◽  
Moderating Effects ◽  
Content Type ◽  
Conceptual Paper ◽  
Exploitation And Exploration ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the moderating effects of entrepreneurial orientation (EO) on the relationship of exploitation and exploration strategies with export performance. Drawing on the current literature, this conceptual paper develops a framework that first links the exploitative and explorative strategies with the export performance. Later, propositions are developed to indicate different combinations of individual dimensions of EO as moderating factors to this relationship. Design/methodology/approach This is a conceptual paper which builds on prior conceptual and empirical management research. Findings The preliminary conceptual findings suggest that the exploitative strategy is valuable in the short run after new entry, while explorative strategy is significant in the long run only after new entry. For the moderating effects, a combination of high innovation, high proactiveness and high risk-taking may positively influence both the strategies with export performance. While low innovativeness but high proactiveness and high risk-taking is assumed to positively moderate the exploitative strategy and export performance relationship, a negative moderating role is seen for explorative strategy and export performance. Similarly, high innovativeness but low risk-taking and low proactiveness will negatively moderate the relationship between exploitative/explorative strategy and export performance. Originality/value The current literature warrants research on this topic. For example, literature lacks studies regarding a better understanding of the impact of export market exploitation and exploration on export performance. Further, the impact of EO on performance is well acknowledged in the literature, but their relative influence on the performance of exporting firms remains inconclusive.

Self-efficacy as a resource: a moderated mediation model of transformational leadership, extent of change and reactions to change

2020 ◽  
Vol 33 (2) ◽  
pp. 301-317 ◽  
Author(s):  
Secil Bayraktar ◽  
Alfredo Jiménez
Keyword(s):  
Transformational Leadership ◽  
Organizational Change ◽  
Leadership Style ◽  
Self Efficacy ◽  
Moderated Mediation ◽  
Conservation Of Resources ◽  
Content Type ◽  
Reactions To Change ◽  
The Impact ◽  
The Relationship

PurposeDrawing from conservation of resources (COR) theory, this study empirically tests the impact of transformational leadership on commitment to and intention to support organizational change, proposing self-efficacy as a mediating mechanism. This study also aims to study whether the extent of change in the organization moderates the proposed relationship between transformational leadership, self-efficacy and change reactions.Design/methodology/approachA survey was conducted with a sample of 298 employees going through a major organizational change. The proposed moderated mediation relationship was tested by using PROCESS macro.FindingsThe findings showed that self-efficacy mediated the relationship between transformational leadership and reactions to change. Moreover, the extent of changes experienced by the employees moderated the relationship between self-efficacy and outcome variables. In other words, in high change contexts, self-efficacy appeared as a more salient and instrumental resource leading to positive reactions.Practical implicationsThe results guide change managers to display a transformational leadership style to enhance self-efficacy of change recipients to generate positive attitudes and behaviors during change. Also, this study shows that self-efficacy particularly gains importance when the extent of change is high.Originality/valueThis study makes several important contributions to the organizational change literature. First, it shows that leaders play a crucial role in generating resources that enhance employees' positive reactions to change. Second, the conditional factor of the extent of change has not received much attention in the literature. This study raises attention to the fact that the importance of such resources may differ across low versus high extent of change contexts.

Leader-member exchange and intent to turnover

2014 ◽  
Vol 37 (2) ◽  
pp. 110-129 ◽  
Author(s):  
Hossam M. Abu Elanain
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Role Conflict ◽  
Turnover Intention ◽  
Turnover Intentions ◽  
Staff Turnover ◽  
Content Type ◽  
Leadership Quality ◽  
The Impact ◽  
The Relationship

Purpose – Previous studies on leadership quality – staff turnover relationship – have been performed mainly in Western contexts. More empirical evidence is needed to understand the nature of the relationship between the quality of leadership and staff turnover in a non-Western context in general and in the Middle East in particular. Thus, this study has two objectives: to examine the impact of leader-member exchange (LMX) on staff turnover intentions in the United Arab Emirates (UAE) and to test the mediating impact of role conflict, job satisfaction, and organizational commitment on the LMX-turnover intentions relationship. The paper aims to discuss these issues. Design/methodology/approach – Data were collected from 241 employees working in 15 different service and industrial product organizations operating in Dubai. A structured questionnaire containing standard scales of LMX, role conflict, job satisfaction, organizational commitment, turnover intentions, and some demographic variables was used. After testing scales reliability and validity, the proposed hypotheses were tested using a series of separate hierarchical regression analyses. Findings – Consistent with Western studies, the study revealed that LMX played a functional impact on staff turnover intentions. Moreover, role conflict was found to play a partial role in mediating the influence of LMX on turnover intentions. Similarly, job satisfaction and organizational commitment were found to partially mediate the relationship between LMX and turnover intentions. Research limitations/implications – The limitations of common method variance and same source bias are discussed in light of implications for future research. Nevertheless, the results show that leaders need to monitor the quality of exchange between themselves and their followers to ensure high-quality relationships are maintained. Practical implications – The study has implications for reducing staff turnover. In general, enhancing LMX can result in lower level of employee turnover intentions. Also, managers should improve staff job satisfaction and organizational commitment in order to enhance the impact of LMX on reducing turnover intention. In addition, UAE managers should reduce role conflict in order to improve the impact of LMX on turnover intention. Originality/value – Previous studies on leadership quality – staff turnover relationship – have been performed mainly in Western contexts. This study is considered to be the first study to examine the mediating role of role conflict, job satisfaction, and organizational commitment on the relationship between LMX and turnover intentions in the Middle East.

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