scholarly journals Making the Customer Orientation of Salespeople Unsustainable—The Moderating Effect of Emotional Exhaustion

2019 ◽  
Vol 11 (3) ◽  
pp. 735 ◽  
Author(s):  
Lifang Shu ◽  
Haiying Wei ◽  
Leiqing Peng
Keyword(s):  
Emotional Exhaustion ◽  
Customer Orientation ◽  
Moderating Effect ◽  
Conservation Of Resources ◽  
Adaptive Selling ◽  
Sustainable Operation ◽  
Main Effect ◽  
Adaptive Selling Behavior ◽  
The Relationship ◽  
Positive Effect

Customer orientation of salespeople usually leads to a sustainable positive effect on job performance, yet previous research has usually focused on the benefits of functional customer orientation, and less is known about its relational customer orientation’s outcomes. Based on conservation of resources theory, this research focuses on both types of customer orientation, functional and relational customer orientation, and investigates the moderating effect of emotional exhaustion on the relationship between customer orientation and adaptive selling behavior. We collected 282 valid questionnaires from frontline salespeople in China. Results showed that functional/relational customer orientation was positively correlated with salespeople’s adaptive selling behavior. Salespeople’s emotional exhaustion moderates the main effect: when emotional exhaustion is high, the relationship between functional/relational customer orientation and adaptive selling behavior is substantially weakened. This study contributes to a further understanding of the sustainable operation environment for customer orientation, and provides practical implications regarding the attainment of sustainable outcomes of customer orientation.

scholarly journals An investigation of sales managers’ aggressiveness in B2B sales leadership: The sequential mediation model of emotional exhaustion and adaptive selling

2021 ◽  
Vol 11 (8) ◽  
pp. 2243-2254
Author(s):  
Bilal Ahmad ◽  
Muhammad Imad ud Din Akbar ◽  
Mirza Huzaifa Asif ◽  
Naila Nureen
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Empirical Studies ◽  
Conservation Of Resources ◽  
Negative Consequences ◽  
Sales Managers ◽  
Salesperson Performance ◽  
Adaptive Selling ◽  
Adaptive Selling Behavior ◽  
Relationship Of

The aim of this research is to investigate the influence of sales managers’ aggressiveness on ethical sales leadership and salesperson performance in B2B context, taking into consideration the sequential mediation of emotional labor and adaptive selling behavior. Sales managers spend most of their time in solving salesforce-related issues, while empirical studies have largely neglected such factors that can have negative consequences on salesforce-related tasks. In order to overcome this gap in the literature, we draw from conservation of resources (COR) theory to introduce and establish an advanced theoretical paradigm. The authors tested the model through 336 responses from B2B salesperson-manager dyads. The findings of the study reveal that sales managers’ aggressiveness has a negative association with ethical sales leadership. Also, sales managers’ aggressiveness is positively related to emotional exhaustion and negatively related to salesperson performance. Consequently, we found significant serial mediation of ethical sales leadership and adaptive selling behavior between the relationship of sales managers’ aggressiveness and salesperson performance. In last, manager decisiveness is playing as a significant moderator in the study. Theoretical contributions and practical implications are also discussed.

scholarly journals Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

2021 ◽  
Vol 13 (17) ◽  
pp. 9694
Author(s):  
Huifeng Pan ◽  
Hong-Youl Ha
Keyword(s):  
Service Quality ◽  
Customer Orientation ◽  
Negative Impact ◽  
Relative Importance ◽  
Main Effect ◽  
Process And Outcome ◽  
Improve Service Quality ◽  
The Relationship ◽  
Positive Effect ◽  
Moderation Process

Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.

Dual crossover mechanisms of benevolent supervision on followers' contextual performance and emotional exhaustion alleviation

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ya-Ting Chuang ◽  
Hua-Ling Chiang ◽  
An-Pan Lin ◽  
Yung-Chih Lien
Keyword(s):  
Social Exchange ◽  
Leadership Style ◽  
Emotional Exhaustion ◽  
Contextual Performance ◽  
Conservation Of Resources ◽  
Content Type ◽  
Performance Orientation ◽  
Member Exchange ◽  
The Relationship ◽  
Practical Implications

PurposeAdopting conservation of resources (COR) theory as a guiding framework, this study proposes that benevolent supervision (BS) is a feasible leadership style for building a positive resource gain process in subordinates' extra-role actions and reducing their exhaustion, and leader-member exchange (LMX) and positive affect (PA) serve as indirect crossover mechanisms.Design/methodology/approachSurveys were conducted at three-time points with four-week intervals. A total of 304 subordinates and 55 supervisors at a Taiwanese university participated in the surveys, and a multilevel model was used to test the hypotheses.FindingsThe results showed that prior BS (time 1) was positively associated with subordinates' subsequent LMX and PA (time 2). LMX mediated the relationship between BS and subsequent supervisor-rated contextual performance (time 3), and PA mediated the relationship between BS and subordinate-rated emotional exhaustion (time 3). In addition, supervisors' learning orientation positively moderated the relationship between BS and contextual performance via LMX, whereas supervisors' performance orientation negatively moderated this relationship.Practical implicationsThe results of the study encourage leaders to exhibit benevolence toward subordinates, increase subordinates' contextual performance and enhance personal feelings, thereby ultimately benefitting the organization.Originality/valueThis study reveals that BS is a source of resource investment in the process of subordinates' positive job (contextual performance) and personal (emotional exhaustion) resource gains through social exchange (LMX) and affective (PA) crossover mechanisms and that supervisors' goal inclinations impact this process.

How does renqing influence purchase intentions in the Chinese business-to-business context?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xun Zhang ◽  
Biao Xu ◽  
Jun Wu
Keyword(s):  
Positive Relationship ◽  
Purchase Intentions ◽  
Moderating Effect ◽  
Content Type ◽  
Mediating Role ◽  
Chinese Business ◽  
The Relationship ◽  
Business To Business ◽  
Positive Effect

Purpose This study aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese business-to-business (B2B) context. Design/methodology/approach Renqing in China has played an important role in business relationships and has been receiving increased attention in both practice and theory. However, little is known about whether it can influence purchase intentions in a rational B2B condition. This research aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese B2B context. Based on a survey of 1,010 industry buyers from 468 Chinese downstream buyer companies, the empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of long-term orientation (LTO) for increasing purchase intentions. In addition, this study also finds that product involvement (PI) has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. The results highlight several implications for B2B companies that sell products to Chinese enterprises. Findings The empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of LTO for increasing purchase intentions. In addition, this study also finds that PI has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. Originality/value First of all, by answering the research question, this study shows that renqing has a positive effect on purchase intentions in Chinese B2B context. Second, this study elucidates the influence mechanism of renqing on purchase intention and identifies the mediating effect of LTO and the moderating effect of PI.

scholarly journals Who can enjoy the unavoidable emotional labor

2014 ◽  
Vol 27 (4) ◽  
pp. 719-742
Author(s):  
SeungGeun Baeck ◽  
KangHyun Shin ◽  
JongHyun Lee ◽  
ChangGoo Heo
Keyword(s):  
Work Engagement ◽  
Emotional Labor ◽  
Negative Emotion ◽  
Job Burnout ◽  
Self Monitoring ◽  
Main Effect ◽  
Relationship Of ◽  
Main Effects ◽  
The Relationship ◽  
Positive Effect

The purpose of this study was to examine the positive effect of self-monitoring among emotional display rules (fostering positive emotion(FPE) & suppressing negative emotion(SNE)) and consequential work attitude (job burnout & work engagement). A sample of 191 hotel employees were participated in this study and data were analyzed by SPSS. The results are as follows. First, the main effect of FPE on work engagement was supported, but the main effect of SNE on job burnout was not. Second, the main effects of self-monitoring on engagement and burnout were supported. Third, the moderation effects of self-monitoring which buffer the relationship of SNE on burnout and which facilitate the relationship FPE on engagement were significant. Finally, the implications and limitations were discussed.

scholarly journals Proactive Personality as a Predictor of Career Adaptability and Career Growth Potential: A View From Conservation of Resources Theory

2021 ◽  
Vol 12 ◽  
Author(s):  
Su Wang ◽  
Mei Mei ◽  
Yang Xie ◽  
Yiting Zhao ◽  
Fu Yang
Keyword(s):  
Social Support ◽  
Emotional Exhaustion ◽  
Proactive Personality ◽  
Growth Potential ◽  
Conservation Of Resources ◽  
Career Adaptability ◽  
Friend Support ◽  
Career Growth ◽  
Positive Effect ◽  
Individualized Consideration

In the present study, we offered a new account for the development of career adaptability and the realization of career growth potential based on conservation of resources (COR) theory. Using data collected from 903 university students in China, we examined how and when proactive personality influences students’ career adaptability and career growth potential by introducing emotional exhaustion as a mediator as well as friend support and teacher individualized consideration as boundary conditions. Specifically, the results confirmed a positive effect of proactive personality on career adaptability, with this relationship mediated by emotional exhaustion. In addition, results suggested a positive effect of proactive personality on career growth potential, with this relationship mediated by emotional exhaustion and career adaptability. Moreover, results showed that in-school social support (i.e., friend support and teacher individualized consideration) served as moderators in the relationship between proactive personality and emotional exhaustion, such that the negative effect of proactive personality on emotional exhaustion was strengthened when students received high levels of social support. Theoretical implications of career adaptability research and COR theory and practical implications for promoting adaptability resources and career growth in university are provided.

The moderating effect of leader member exchange on the relationship between workplace ostracism and psychological distress

2019 ◽  
Vol 11 (2) ◽  
pp. 146-158 ◽  
Author(s):  
Youngkeun Choi
Keyword(s):  
Psychological Distress ◽  
Emotional Exhaustion ◽  
Moderating Effect ◽  
Survey Method ◽  
Leader Member Exchange ◽  
Content Type ◽  
Job Tension ◽  
Workplace Ostracism ◽  
Member Exchange ◽  
The Relationship

Purpose Based on the conservation of resources theory, the purpose of this paper is to develop and test the relationship between workplace ostracism and psychological distress of male employees. And depending on the leader member exchange (LMX) theory, it assumes that the relationship between workplace ostracism and psychological distress of male employees is moderated by the LMX. Design/methodology/approach For this, this study used a survey method and multiple regression analyses with multi-source data from 226 male Korean employees and their supervisors. Findings The results suggest the following. First, workplace ostracism was positively associated with job tension, emotional exhaustion and depressed moods at work for male employees. Second, there was a stronger positive relationship between workplace ostracism and job tension, or emotional exhaustion for male employees with low, as opposed to those with high, levels of LMX. Originality/value This study is the first one to examine the moderating effect of LMX on the relationship between workplace ostracism and psychological distress of male employees.

scholarly journals Capital structure, capital investment and profitability among Malaysian listed firms

2018 ◽  
Vol 7 (4.9) ◽  
pp. 14
Author(s):  
Yamunah Vaicondam ◽  
Ramakrishnan Ramakrishnan
Keyword(s):  
Capital Structure ◽  
Capital Investment ◽  
Moderating Effect ◽  
The Other ◽  
Capital Investments ◽  
Significant Positive Effect ◽  
Listed Firms ◽  
Empire Building ◽  
The Relationship ◽  
Positive Effect

Capital investments are referred as a critical managerial decision on firm's fixed asset for generating profitability. However, the empirical finding shows that not every capital investment has a significant positive effect on profitability. Literature indicates mixed results of examining the capital investment relationship with firm's profitability, which vary in respects to the debt structure. On the other hand, strong government reinforcement has pushed Malaysia up as one of the top ten countries with robust private capital investment in the year 2004. Since the capital investments are typically irreversible and hypothesized as profit generator, the first aim of this study is to examine the effect of the capital investment on the firm's profitability across firms and sectors. The second aim is to examine the moderating effect of capital structure on the relationship between capital investment and profitability across firms and sectors. This study utilized pooled ordinary least squares and fixed effect analysis across 708 non-financial Malaysian listed firms. The unbalanced datasets for the period 2001 to 2015 were employed to check the robustness of these results. This study suggested that capital investment has a strong significant positive effect on profitability measurements across Malaysian listed firms in non-financial sectors. On the other hand, the significant negative moderating effect of capital structure on the relationship between capital investment and return on capital across Malaysian listed firms reflected the perspective of empire building theory. In addition, the independent sample test engaged across sectors affirmed that moderating effect of capital structure are different across sectors. Thus, this study concluded the existence of moderating effect of capital structure on the relationship between capital investment and profitability. This study addressed the knowledge gap on the moderating effect of capital structure based on empire building theory.  

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