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Article
Publication date: 1 May 2007

Dee K. Knight, Hae‐Jung Kim and Christy Crutsinger

The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople.

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Abstract

Purpose

The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople.

Design/methodology/approach

The sample (n=259) was salespeople in eight units of a national department store located in the USA. Participants in the clothing, accessories, shoe, and home furnishings departments completed self‐administered questionnaires. To test the hypotheses, structural equation was employed using AMOS 4.0.

Findings

Role stress (i.e. role conflict and role ambiguity) affected customer orientation and also had direct and indirect effects on job performance mediated by customer orientation. The impact of role conflict was negative on customer orientation, but positive on selling orientation and job performance.

Practical implications

Retail managers are instrumental in creating a culture conducive to the practice of customer orientation and the degree to which retail salespeople experience role stress.

Originality/value

This study is notable because it investigated the intuitively plausible question of whether customer‐orientated behavior mediates the effects of role stress on retail salespeople's job performance.

Details

International Journal of Retail & Distribution Management, vol. 35 no. 5
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 May 2007

John Fernie

230

Abstract

Details

International Journal of Retail & Distribution Management, vol. 35 no. 5
Type: Research Article
ISSN: 0959-0552

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