Modeling the influence of management control system and ambidextrous behavior on B2B customer relationships: a job demand-resource perspective
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 16 February 2024
Issue publication date: 8 May 2024
Abstract
Purpose
Service–sales ambidexterity (SSA) offers sales managers crucial information about dealing with customer service failures through an effective management control system. This study aims to scrutinize the relationships among SSA, salesforce control system, salesperson’s role stressors and service recovery performance (SRP) in the business-to-business (B2B) context.
Design/methodology/approach
An analysis is conducted based on survey data collected from 586 B2B sales employees participating in an extensive survey. Structural equation modeling is used to analyze the proposed hypotheses.
Findings
Empirical findings suggest that behavior-based control harms SSA. On the other hand, outcome-based control has a positive impact on SSA. The research outcomes further disclose that SSA positively impacts salesperson role conflict and emotional fatigue, whereas emotional fatigue negatively impacts SRP. Salesperson resilience notably moderates the association between SSA and emotional fatigue.
Originality/value
The study addresses there is a dearth of research on SSA applying the sales management control system. When studying about ambidexterity in sales context, many supervisory styles have been explored; however, to the best of the authors’ knowledge, this is the first systematic attempt to understand how sales management control systems play a role in SSA.
Keywords
Acknowledgements
Conflict of interest: The authors declare no conflict of interest.
Since submission of this article, the following authors have updated their affiliations: Muhammad Irfan is also associated with all Adnan Kassar School of Business, Lebanese American University, Beirut, Lebanon, European Center of Economics, Azerbaijan State University of Economics (UNEC), Istiqlaliyyat Street 6, Baku, Azerbaijan, Faculty of Economics and Administrative Sciences, European University of Lefke, Lefke, Northern Cyprus, TR-10 Mersin, Turkey, Centre of Research Impact and Outreach, Chitkara University, Rajpura, Punjab, India, School of Business Administration, ILMA University, Karachi, Pakistan.
Bilal Ahmad is also associated with both College of Management, Shenzhen University, China, Riphah School of Business and Management, Riphah International University, Lahore, Pakistan.
Citation
Irfan, M. and Ahmad, B. (2024), "Modeling the influence of management control system and ambidextrous behavior on B2B customer relationships: a job demand-resource perspective", Journal of Business & Industrial Marketing, Vol. 39 No. 4, pp. 781-793. https://doi.org/10.1108/JBIM-08-2022-0389
Publisher
:Emerald Publishing Limited
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