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Article
Publication date: 16 February 2021

Barbara Caemmerer, Jobst Goerne and Jay P. Mulki

In a banking context, this study applies uncertainty management theory (UMT) to test the impact of managerial indecisiveness on salespersons' trust in their manager, perceived…

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Abstract

Purpose

In a banking context, this study applies uncertainty management theory (UMT) to test the impact of managerial indecisiveness on salespersons' trust in their manager, perceived role ambiguity and turnover intentions. In addition, the moderating role of managers' leadership style on the link between indecisiveness perceptions and role ambiguity is tested.

Design/methodology/approach

A questionnaire was distributed among customer facing employees from a multinational bank in one of the large metropolitan cities in India. In total, out of 360 questionnaires distributed, 255 responses were coded for analysis resulting in a response rate of 71%. Structural equation modeling, mediation and moderation analyses were applied.

Findings

Perceptions of managerial indecisiveness strengthen role ambiguity, which negatively impacts trust in the manager, which in turn increases turnover intentions. The level of participative leadership moderates the link between indecisiveness and role ambiguity.

Originality/value

This is one of the first studies in the sales literature that examines how managerial indecisiveness, role ambiguity and trust in the supervisor can impact salespersons' turnover intentions. Thus, this research makes a useful contribution by examining how managers' decision-making style can shape employee cognition and behavior at the workplace.

Details

International Journal of Bank Marketing, vol. 39 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 10 December 2024

Jay P. Mulki and Divakar Kamath

Tolerance to ambiguity (TOLA) is a personal trait influencing one’s comfort and proficiency in navigating uncertain situations. While the concept of role ambiguity is…

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Abstract

Purpose

Tolerance to ambiguity (TOLA) is a personal trait influencing one’s comfort and proficiency in navigating uncertain situations. While the concept of role ambiguity is well-established in sales literature, the broader trait of ambiguity has been largely overlooked in this context. In the dynamic landscape of modern business, uncertainty is a regular phenomenon, and navigating ambiguity is an invaluable skill. While salespeople are celebrated for their customer focus, negotiation skills and product knowledge, their capacity to embrace ambiguity-a skill that could be an important contributor to their success in the diverse global market is rarely studied. This study contributes by linking a salesperson’s TOLA and two well-established dimensions of emotional intelligence to adaptive selling behavior. Using responses from a sample of 209 employees of financial institutions in a large metropolitan city in India, this study shows that TOLA, understanding others' emotions and regulation of emotions positively influence a salesperson’s adaptive selling behavior. Further, results also point out that TOLA moderates the relationship between understanding other emotions and adaptive selling. To our knowledge, this is the first study that has explored the link between these two important skills of salespeople, thus extending TOLA as a critical construct to the sales field. Managerial implications and directions for future research are provided.

Design/methodology/approach

Using responses from a sample of 209 employees of financial institutions, a model was tested using structural equation modeling. A measurement model was used to assess the validity of the scales used in the study. A confirmatory factor analysis (CFA) was conducted using AMOS 28 with the scale items for understanding other’s emotions (UOE), regulation of emotions (ROE), adaptive selling behavior (ADPS), job performance (JOBP) and three mean-centered dimensions of the TOLA scale. A structural equation model was run using AMOS 28 to test the relationships among variables.

Findings

The study results show that TOLA has a strong positive relationship with adaptive selling. Further, results show that TOLA acts as a moderator in the relationship between understanding others’ emotions, a fact of emotional intelligence and adaptive selling behavior.

Research limitations/implications

To our knowledge this is the first study that explored the link between TOLA and adaptive selling, a critical predictor of sales performance. While the concept of role ambiguity is well-established in sales literature, the broader trait of ambiguity has been largely overlooked in this context. By establishing the link between these two important skills of salespeople, this study extends the concept of TOLA as a critical construct to the sales field.

Practical implications

Study results validate the important role of TOLA on salesperson’s ability to use adaptive selling behavior which is critical for sales performance. This study highlights the different ways sales professionals who possess a high TOLA can benefit. Field sales managers can play a crucial role in fostering a TOLA culture in the sale team and help leverage the relationship between TOLA, emotional intelligence and adaptive selling. By integrating qualities of TOLA into recruitment and training, managers can create a sales team that is not only effective in navigating uncertainties and thrive in dynamic and competitive business environments.

Originality/value

In sales settings, the concept of role ambiguity is well-established, but the broader trait of ambiguity has been largely overlooked and has rarely been part of sales research. A recent review of 15 studies on TOLA shows that almost all the studies used student samples and only a handful of them were done in organizational or sales settings. The current study aims to fill the gap in sales research by exploring how TOLA influences adaptive selling, one of the critical constructs in sales research.

Details

International Journal of Bank Marketing, vol. 43 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 16 February 2021

Vincent Onyemah, Jay P. Mulki and Martha Rivera-Pesquera

A significant amount of research has shown that drivers of employee attitudes, and behaviors leading to outcome variables such as turnover intentions, are strongly influenced by…

684

Abstract

Purpose

A significant amount of research has shown that drivers of employee attitudes, and behaviors leading to outcome variables such as turnover intentions, are strongly influenced by national culture. This study focuses on the difference in relationships among some critical variables between two emerging economies with similar cultural indices.

Design/methodology/approach

Survey questionnaire was used to collect responses from salespeople in two countries. Correlation analysis and structural equation modeling were used to provide support for the stated hypotheses.

Findings

Results indicate that Mexican and Indian salespeople differ in how their level of trust in supervisor, regulation of emotion, interpersonal conflict and felt stress related to drive turnover intention. Findings also confirm a strong positive relationship between felt stress and turnover intention.

Research limitations/implications

This study is based on survey responses and should be interpreted with the associated limitations of method bias. The hypothesized model of relationships among constructs was based on theory and prior research, but researchers understand that there could be other statistically equivalent models with equal fit. Moreover, stress can result from numerous other combinations of variables in addition to those used in this model. The relationships among constructs as presented could also be due to the absence of other key variables. This study looked at turnover intentions from an employee perspective using responses made when economic conditions worldwide were robust. This is not the case today because of the global pandemic. Economic conditions wield substantial influence on employee responses as well as on turnover intentions. In addition, economic downturn lowers turnover potential and heightens stress level.

Practical implications

Findings confirm a strong positive relationship between felt stress and turnover intention. Efforts to keep stress within a productive range should be encouraged, because while the direct costs of turnover can be substantial, indirect costs may be even greater. For example, when salespeople leave an organization, the customer relationships they formed and developed may be at risk, exposing their companies to potential reduction in revenue. Sales organizations that pay inadequate attention to high turnover rate among their salespeople become susceptible to a phenomenon Dudley and Goodson (1988) identified as “low sales recruiting ceiling syndrome.”

Social implications

Most of the current studies results from developing countries have been compared to those from developed countries where the theories and seminal research originated. The outcome of the authors' research lends yet another argument in favor of more comparative studies on East versus East or developing economies versus developing economies. Such effort could further delineate the applicability of “foreign” theories and inform the development of “local” theories for richer insight on local management practice. The current drive to inject diversity, equity and inclusion in the workplace should be reflected in the development of theory and the conduct of research. No one country or individual or group of individuals can claim ownership of theory development and standards for assessing theories originating elsewhere. Diversity, equity and inclusion have a place in academic research and should be encouraged. Second, the results obtained in this paper offer a cautionary note against over-generalization. Just as small details matter in life, likewise, small differences in variables that explain a phenomenon can make a big difference. Third, the findings confirm a strong positive relationship between felt stress and turnover intention. This is true for the two countries examined in this research.

Originality/value

This study seeks to understand why potential drivers of turnover intention might manifest differently in countries that have a similar cultural outlook. The current research leverages the contingency theory and zeroed in on turnover intention. In addition, two additional cultural dimensions (long-term orientation and uncertainty avoidance) were incorporated, and the model was tested using salespeople (rather than plant workers).

Details

International Journal of Bank Marketing, vol. 39 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 13 July 2015

Frankie J. Weinberg, Jay P. Mulki and Melenie J. Lankau

The purpose of this paper is to examine the role of mentor beliefs about effort related to the knowledge and learning process on their extent of mentoring at work, and to…

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Abstract

Purpose

The purpose of this paper is to examine the role of mentor beliefs about effort related to the knowledge and learning process on their extent of mentoring at work, and to determine the role that the mentor’s perception of psychological safety plays in tempering this relationship.

Design/methodology/approach

This study was conducted at an 820-member organization maintenance and operations organization consisting of a number of professions in which apprenticeship-style learning is prevalent. Data collection resulted in 570 members self-identifying as having mentored a less experienced colleague. Confirmatory factor analysis was used to confirm that the measurement instrument represents one unified factor, and a structural equation modelling approach was used to assess the relationships among the study’s latent variables.

Findings

Results reveal that mentors who hold sophisticated effort-oriented beliefs are more likely to offer psychosocial support to their protégés. Further, although the relationship between effort-oriented beliefs and vocational support is not significant, the mentor’s perception of a psychologically safe work environment significantly moderates both sets of relationships.

Research limitations/implications

As approximately 88 per cent of respondents work in service, as opposed to administrative groups, caution should be exercised in generalizing this study’s findings to the general workforce population. Further, the present study did not differentiate mentors who identified a current or previous subordinate as their protégé from those whose protégés were not a subordinate, nor did the authors differentiate formal from informal mentoring relationships. Thus, further investigation is needed to determine whether our hypothesized relationships differ in any unique manifestations of mentoring relationships at work.

Practical implications

By providing a better understanding of the relationship between effort-oriented beliefs and mentoring at work, this study may help in the design of more effective mentoring relationships and ultimately enhance knowledge management and workplace learning.

Originality/value

There is no previous research that investigates how one’s cognitions about the effort associated with the knowledge and learning process, in particular, influence mentoring at work. This study provides a model for understanding and developing enhanced mentoring relationships, which are considered a critical element of organizational learning.

Details

Journal of Workplace Learning, vol. 27 no. 5
Type: Research Article
ISSN: 1366-5626

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Article
Publication date: 16 October 2007

François A. Carrillat, Fernando Jaramillo and Jay P. Mulki

The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.

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Abstract

Purpose

The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.

Design/methodology/approach

Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.

Findings

Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).

Research limitations/implications

No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the moderating effect of language and culture. More comparative studies on the usage of adapted vs non‐adapted scales outside the USA are needed before settling this issue meta‐analytically.

Practical implications

SERVQUAL scales require to be adapted to the study context more so than SERVPERF. Owing to their equivalent predictive validity the choice between SERVQUAL or SERVPERF should be dictated by diagnostic purpose (SERVQUAL) vs a shorter instrument (SERVPERF).

Originality/value

Because of the high statistical power of meta‐analysis, these findings could be considered as a major step toward ending the debate whether SERVPERF is superior to SERVQUAL as an indicator of OSQ.

Details

International Journal of Service Industry Management, vol. 18 no. 5
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 26 July 2011

Jay Prakash Mulki and Fernando Jaramillo

This research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and…

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Abstract

Purpose

This research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and ultimately loyalty.

Design/methodology/approach

Survey responses derived from 299 customers, concerning two large financial institutions within Chile, are used to test relationships among ethical perceptions, customer value, satisfaction, and loyalty. Hypotheses are tested with a structural equation model.

Findings

Results show that ethical perceptions about the organization amplify the impact of customer value on customer satisfaction and eventually loyalty.

Research limitations/implications

This study contributes to the existing literature by showing that ethical perceptions from customers can help financial institutions achieve higher levels of satisfaction and loyalty. Study findings rely on customer survey responses collected in one country and one industry. Generalizability of findings is yet to be tested.

Practical implications

Ethical reputation helps financial institutions retain their customers.

Originality/value

This is the first study showing that customer perceptions about company ethics amplify the positive impact of customer value on customer satisfaction.

Details

International Journal of Bank Marketing, vol. 29 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 5 October 2012

Fernando Jaramillo, Jay Prakash Mulki, Vincent Onyemah and Martha Rivera Pesquera

The purpose of this paper is to investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes.

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Abstract

Purpose

The purpose of this paper is to investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes.

Design/methodology/approach

Survey responses derived from 233 salespeople from three large financial institutions in Mexico are used to test relationships involving salespersons’ resistance to change.

Findings

Salespeople are more likely to resist change if they believe that change increases their workload. They are less likely to resist change when they have higher levels of job autonomy and self‐efficacy. Resistance to change has a negative impact on customer responsiveness and salesperson's performance.

Research limitations/implications

This study makes an important contribution to the literature by identifying factors that explain salesperson's resistance to change. Study findings rely on salesperson survey responses collected in one country and industry. Future research is needed to assess the generalizability of findings and causality of the proposed relationships.

Practical implications

Resistance to change affects the salespersons’ capacity to respond to customer demands and ultimately undermines performance. Managers can help reduce resistance to change by providing salespeople with greater job autonomy and by explaining how change affects their workload.

Originality/value

To the authors’ knowledge, this is the first paper linking salesperson resistance to change to job performance.

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Article
Publication date: 6 September 2013

Ahmed Shahriar Ferdous and Michael Jay Polonsky

The purpose of this paper is to examine whether the theory of planned behavior (TPB) can be used to explain financial salespeople ' s ethical selling intentions and…

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Abstract

Purpose

The purpose of this paper is to examine whether the theory of planned behavior (TPB) can be used to explain financial salespeople ' s ethical selling intentions and behaviour in developing countries. Understanding salespeople ' s ethical intentions and behaviour is important as consumers in developing countries are more at risk of ethical abuse arising from higher information asymmetry, their lower levels of financial literacy and less effective services regulation relating to ethical sales practices. Developing countries also have fewer governmental social support mechanisms, making the purchase of insurance more important for protecting consumers ' financial well-being.

Design/methodology/approach

The paper examines 205 Bangladeshi financial salespeople ' s ethical selling intentions and behaviour using the TPB. Structural equation modeling is used to analyze the constructs and overall model.

Findings

The findings identify that attitudes, subjective norms and perceived behaviour control (PBC) affect ethical selling intentions which, in turn, predict salespeople ' s ethical sales behaviour. However, PBC does not directly relate to ethical sales behaviour.

Research limitations/implications

Understanding of the determinants of financial salespeople ' s ethical selling intentions and behaviour is important for firms in developing countries and identifies that they need to develop effective management systems and foster organisational cultures that engender ethical behaviour. This is important in developing countries where ethical abuses and lapses will result in harm to consumers who have limited financial resources.

Originality/value

The results identify that the TPB applies to the selling of financial services in developing countries and, thus, broadens the applications and contexts of the TPB model. It also provides some managerial guidance as to how potential ethical breaches might be limited.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 25 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 21 October 2013

Athanasios Poulis, George Panigyrakis and Anastasios Panos Panopoulos

The purpose of this paper is twofold. First, the paper seeks to identify whether the role of product manager in UK and in France differs and second, the paper models the…

574

Abstract

Purpose

The purpose of this paper is twofold. First, the paper seeks to identify whether the role of product manager in UK and in France differs and second, the paper models the relationship between brand managers’ role, role stressors, job satisfaction, job commitment and propensity to leave, in the aforementioned countries.

Design/methodology/approach

To test the hypothesized associations an e-mail survey was conducted among UK and France firms. Sample sectors included cosmetics and toiletries, household care products, packaged food, drink/beverages and tobacco. These industries represent a significant volume of UK and France FMCG trade.

Findings

The results reveal the existence of a same pattern in the brand managers’ role but also reveal some differences in the variables that affect the brand managers’ intention to leave the corporation.

Research limitations/implications

The examination of the proposed model takes place only in UK and France. Conclusions should not be made for the role of the brand manager in general. The study must take place in other countries in order to make some more indulging conclusions. A more fruitful approach would be to gather data and from other sectors.

Practical implications

Carefully planned job descriptions which comply with the moral values and strategic plans of the firm, reduces the propensity of their employees to leave and increases commitment and satisfaction.

Originality/value

No prior research has been undertaken in order to demonstrate how the role of the brand mangers affects their commitment, satisfaction and finally their propensity to leave the firm.

Details

Marketing Intelligence & Planning, vol. 31 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 January 2006

Fernando Jaramillo, Jay Prakash Mulki and William B. Locander

The purpose of this study is to build on previous research on stress in sales forces to investigate the effect of perceptions of time wasted on salespersons' attitudes and…

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Abstract

Purpose

The purpose of this study is to build on previous research on stress in sales forces to investigate the effect of perceptions of time wasted on salespersons' attitudes and behavioral intentions.

Design/methodology/approach

Responses from 400 salespeople who work in 49 business units of four Ecuadorian financial institutions were used to test a conceptual stress model. The research hypotheses were tested with a structural equation model.

Findings

Salespeople operating in the banking industry are prone to be dissatisfied, emotionally exhausted, and are likely to quit when they believe that their time or their efforts have been wasted or used ineffectively.

Research limitations/implications

Ecuadorian samples adequately represent Latin American banking employees. However, individuals from collectivistic countries, such as Ecuador, have a more relaxed view of time. Hence, perceptions of time wasted may have a greater effect on job attitudes and behaviors in the USA than in Ecuador.

Practical implications

Success in sales requires effective time management. However, salespeople are sometimes required to perform activities that they can perceive as wasteful. Managers should be aware that performing wasteful activities leads to emotional exhaustion and high intentions to quit.

Originality/value

This is the first study to empirically test the effect of time wasted on organizational variables.

Details

International Journal of Bank Marketing, vol. 24 no. 1
Type: Research Article
ISSN: 0265-2323

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