Joshua T. Coleman and Michael C. Peasley
This study aims to apply the Wounded Pride/Spite model (integral emotions which occur during the donation request) and the Affect Infusion model (incidental emotions primed before…
Abstract
Purpose
This study aims to apply the Wounded Pride/Spite model (integral emotions which occur during the donation request) and the Affect Infusion model (incidental emotions primed before encountering the checkout charity request) to check out charity to understand the interactive effects of positive and negative emotional responses. Furthermore, the moderating role of a positive or negative shopping experience is examined.
Design/methodology/approach
In Study 1, 518 customers participated in an online survey using a controlled scenario describing checkout charity exchanges. In Study 2, 274 students participated in a similar online scenario but were primed with a positive or negative shopping experience. Data were analyzed through structural equation modeling using Mplus v8.
Findings
Checkout charity is laden with affective experiences that simultaneously produce positive and negative emotions. Customers who are involved with charities and perceive it acceptable for companies to elicit charitable support are more likely to experience feelings of pride and joy during a point-of-sale donation request. However, negative affective responses are more complicated, as personal support of nonprofits was not enough to reduce feelings of guilt and anger during a donation request. Furthermore, in Study 2, the authors discover that as integral emotions influence customers’ affective states during a checkout charity encounter, incidental emotions garnered from the customer’s shopping experience serve as a moderating role in increasing positive affect and mitigating negative affect, highlighting the importance of the holistic shopping experience. Finally, in Study 2, the incongruent reaction of high positive and high negative affect was linked to decreased donation intentions, further emphasizing the importance of creating positive shopping experiences and identifying customers who perceive it to be acceptable for companies to elicit charitable support.
Originality/value
To the best of the authors’ knowledge, this research is the first to apply these dual theoretical explanations to checkout charity, contributing an affective and customer-based understanding to complement prior work on marketing strategy. The findings both uphold and extend research in this area, providing novel support for the role of the customer in determining the success of checkout charity.
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Deva Rangarajan, Michael Peasley, Bert Paesbrugghe, Rajesh V. Srivastava and Geoffrey T. Stewart
This study aims to examine the impact of stress as a result of adverse life events on a salesperson’s ability to effectively manage customer relationships. The framework…
Abstract
Purpose
This study aims to examine the impact of stress as a result of adverse life events on a salesperson’s ability to effectively manage customer relationships. The framework identifies burnout as a key mediating variable and salesperson grit as a coping mechanism.
Design/methodology/approach
Survey data is gathered from 364 B2B salespeople and investigated using structural equation modeling in Mplus 8.2.
Findings
The findings reveal adverse life events and their corresponding stress diminish a salesperson’s ability to manage customer relationships effectively through the mediators of reduced personal accomplishment and depersonalization. Thus, negative events of a personal nature can have a significant impact on salesperson outcomes and should be taken with the same level of seriousness as job-related stress. Furthermore, results show that salesperson grit provides mixed results as a coping mechanism.
Practical implications
The findings indicate that practitioners should be mindful of the negative impact adverse life events can have on work-related outcomes. Organizations and sales managers must be intentional in managing relationships with their salespeople and strategic in the structure they use to manage customer relationships. Recommendations include the use of regular one-on-one meetings to open up a dialogue about work or personal issues the salesperson is experiencing and assigning multiple resources or staff to service valuable customers, thereby not relying on solitary salespeople.
Originality/value
Employee well-being contributes to firm value; yet, this is the first study in sales to explore the impact of adverse life events on salesperson outcomes.
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Matthew M. Lastner, David A. Locander, Michael Pimentel, Andrew Pueschel, Wyatt A. Schrock, George D. Deitz and Adam Rapp
This study aims to examine the applicability of Hartmann et al.’s (2018) service ecosystem framework to the day-to-day management of the modern sales force. The authors provide a…
Abstract
Purpose
This study aims to examine the applicability of Hartmann et al.’s (2018) service ecosystem framework to the day-to-day management of the modern sales force. The authors provide a review of the framework, acknowledging its strengths, while also indicating areas for advancement. The authors conclude with recommendations to the framework and indicate opportunities where future research could advance sales theory.
Design/methodology/approach
A review of the theoretical underpinnings of the service ecosystem framework is weighed against the established roles and responsibilities of the modern sales force in the literature.
Findings
The ability of the framework to capture the multi-level, multi-actor and dynamic aspects of sales represents an improvement in the conceptualization of selling is critical. Suggestions around the refinement for meso-level sales interactions and a more pliant application of service dominant-logic are offered.
Research limitations/implications
The suggested extensions of the framework continue the advancement of novel theorization for the field of sales. Priorities for future research include consideration of ethical implications of the framework and formulations of new management strategies reflective of the broad and dynamic properties of the ecosystem conceptualization.
Practical implications
This paper provides managerial guidelines and implications tied specifically to the thick and thin crossing points and how they may impact employee decision-making.
Originality/value
To the best of the authors’ knowledge, this study is the first to pointedly examine the service ecosystem framework with respect to established principles of managing a modern sales force.
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Shriram Pandey and Pramod Kumar
This paper aims to understand the Return on Investment (ROI) of academic libraries. It shows different aspects of returns on investment from academic libraries (ROI concept…
Abstract
Purpose
This paper aims to understand the Return on Investment (ROI) of academic libraries. It shows different aspects of returns on investment from academic libraries (ROI concept, components, calculating ROI). The study helps the academic libraries to know the efficiency, performance and achievement in terms of students, research scholars, teachers and staff should be enhanced to increase returns on library investment.
Design/methodology/approach
This research paper discusses various formulas for calculating ROI from the academic library, like the general ROI formula, the concept of origin ROI's formula and models. However, the study set forth some of the limitations. The study is limited to the ROI analysis of academic Libraries. It is believed that study may be helpful to the libraries to understand the concept of return on investment to offer better library services.
Findings
The study helps understands the concept of return on investment from academic libraries and services. In times of economic crisis and budgetary constraints, Library Advocacy needs to determine the economic value of resources in institutions to assist in decision-making. This paper presents more extensive study aimed at recognizing the importance of academic libraries. The economic and social pressure to affirm the position of libraries in academic libraries depends on demonstrating their importance, especially in terms of return on investment. Though it is important to get insight into returns, it has several challenges which are outlined and discussed.
Originality/value
This research can also be useful in decision-making, library collection development and system analysis of the institutional library. ROI presents an essential parameter for increasing the ranking system of the institution. ROI is considered the most important metrics for evaluating the value of libraries is the return on investment.