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Article
Publication date: 5 December 2022

Christoph Tienken, Moritz Classen and Thomas Friedli

Digital solutions (DS) that build on recurring revenue models (RRMs) offer new opportunities to continuously create and capture superior value. However, many firms fail to engage…

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Abstract

Purpose

Digital solutions (DS) that build on recurring revenue models (RRMs) offer new opportunities to continuously create and capture superior value. However, many firms fail to engage their sales force in digital solution selling (DS selling), leading to agency problems that receive little attention in literature. This study aims to examine the drivers of agency problems that surface in the transition toward DS selling and the sales control systems that resolve these problems.

Design/methodology/approach

The authors conducted a qualitative, inductive study. Data were collected from interviews with 72 marketing and sales managers representing 53 industrial firms transitioning toward DS selling.

Findings

DS selling is subject to adverse selection and moral hazard caused by motivation-related, opportunity-related and ability-related drivers. Input, capability, activity and outcome controls – detailed in this study – can resolve these agency problems.

Research limitations/implications

The limitations of this study’s methodology and scope suggest several directions for future research. Methodology-wise, the authors mainly relied on cross-sectional interview data from informants in Central and Northern Europe. Scope-wise, more research is needed on the capabilities, processes and steering instruments supporting DS sales. Finally, only now do the authors begin to understand which compensation plans motivate DS selling.

Practical implications

The controls identified in this study help managers to steer their sales force in DS sales.

Originality/value

To the best of the authors’ knowledge, this study is the first to investigate DS sales control systems. Thereby, the authors enhance prior understandings of solution selling, agency problems and sales control systems.

Details

European Journal of Marketing, vol. 57 no. 3
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 19 November 2021

Moritz Classen and Thomas Friedli

The purpose of this study is to explore organizational enablers of frontline employees’ (FLEs) service-sales ambidexterity (SSA) in industrial firms expanding their digital…

831

Abstract

Purpose

The purpose of this study is to explore organizational enablers of frontline employees’ (FLEs) service-sales ambidexterity (SSA) in industrial firms expanding their digital service portfolios.

Design/methodology/approach

The authors conducted a qualitative study of five industrial firms pursuing digital service growth and, for this purpose, collected and analyzed interview data obtained from 50 service and sales managers and FLEs across three continents.

Findings

The authors identify and explain eight organizational enablers of digital service-sales ambidexterity (DSSA), operating at the macro, micro and meso levels.

Practical implications

Service and sales managers should use the identified organizational enablers to exploit the established service business and to explore new digital growth paths.

Originality/value

The study expands the prior understanding of SSA by advancing the concept of DSSA, unpacking its multilevel dynamics and operationalizing eight organizational enablers.

Book part
Publication date: 29 May 2024

Amanda Andrade Costa de Mendonça Lima

This chapter is born out of concern about the perception of the physical and symbolic place of the live-in housekeeper, both in socioeconomic, and historical terms, as well as the…

Abstract

This chapter is born out of concern about the perception of the physical and symbolic place of the live-in housekeeper, both in socioeconomic, and historical terms, as well as the architectural and social dynamics of the home. An intersectional and teleological analysis of the intrinsic devaluation of paid social reproduction work is carried out, based mainly on gender, race, and class inequalities. Ultimately, the chapter tries to locate the position in which the maid finds herself in the domestic environment, both in family relationships and in the symbolism inherent to the concept of the maid’s room. Based on sociological, philosophical, and anthropological analysis, the ambiguous place of domestic workers becomes clearer, promoting a reflection on the very concept of family and household. Thus, the chapter proposes to achieve a hermeneutic dive into the experience of this working class, revealing a hierarchical system beyond the socioeconomic, but above all, of their subjectivities.

Details

More than Just a ‘Home’: Understanding the Living Spaces of Families
Type: Book
ISBN: 978-1-83797-652-2

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