Drawing on socioanalytic theory, this paper aims to explore whether a moderation mediation model can describe the mechanism linking salesperson social reputation (perceived…
Abstract
Purpose
Drawing on socioanalytic theory, this paper aims to explore whether a moderation mediation model can describe the mechanism linking salesperson social reputation (perceived stability and plasticity) and performance (customer share of wallet) in relationship marketing. The mediator is the salesperson’s overall equity, and the moderator is the salesperson-customer congruence.
Design/methodology/approach
A structured questionnaire was used to obtain data from 233 customers, served by 44 personal finance advisors at five banking agencies in Canada.
Findings
A multilevel approach showed that both perceived stability and perceived plasticity predict salesperson equity and performance. In addition, the empirical results indicated that the relationship between perceived stability and salesperson performance is partially mediated by salesperson overall equity. However, equity fully mediated the relationship between perceived plasticity and salesperson performance. Finally, the salesperson-customer congruence moderated the effect of both perceived stability and plastic on the salesperson overall equity.
Research limitations/implications
This research suggests that the moderation mediation model enables predicting the relationship between the perceived personality and performance. From a managerial perspective, the author encourages sales managers to pay attention to salespersons’ equity development as well as their performance. Notably, the author suggests that sales managers support and monitor salespeople with regard to improving their social status as well as their social popularity in their interactions with customers.
Originality/value
Previous research in sales force literature focuses on salespersons’ self-personality to predict sales performance. To the best of the author’s knowledge, this study is the first to show it is important to consider the perceived personality of a salesperson in predicting their performance. This study is also the first to introduce the salesperson reputation concept and its dimensions (perceived stability and plasticity).
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This paper aims to examine the roles of both aggregate and specific commission rates to control the sales force in relationship marketing with a customer portfolio.
Abstract
Purpose
This paper aims to examine the roles of both aggregate and specific commission rates to control the sales force in relationship marketing with a customer portfolio.
Design/methodology/approach
Drawn on the concept of customer lifetime value and agency theory, the author calculated both specific and aggregate sales force commission rates in a relationship marketing perspective. Contrary to the prior researchers, the author assumes that, at any period, both the gross margins and retention rate of each customer are a stochastic function of the salesperson’s effort.
Findings
The results indicated that when there is symmetric information between a sales manager and salesperson, both aggregate and specific commissions can be used to monitor the sales force. Under asymmetric information, however, each type of commission rate can only be used under certain conditions. In addition, conditions in which the aggregate commission is equivalent to the specific commission for each customer were derived.
Research limitations/implications
Hypothetical data were used to explain the model. It would be more appropriate to use real data to see its managerial relevance.
Originality/value
In the author’s knowledge, this study is the first that specifically links scholastic customer’s retention and salesperson commission rate to monitor salesperson effort in relationship marketing. It is also the first that shows in which conditions aggregate and specific commission rates are equal for a salesperson’s customer portfolio management.
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This paper aims to answer a prominent question that arises for the manager who wishes to recruit a salesperson to maintain and develop a portfolio–customer relationship: Under…
Abstract
Purpose
This paper aims to answer a prominent question that arises for the manager who wishes to recruit a salesperson to maintain and develop a portfolio–customer relationship: Under which condition is this decision profitable for the firm? Though several authors have underscored the importance of the salesperson's role in the creation of purchaser–salesperson relationships, in the author's knowledge, no study has focused on the salesperson's profitability in the relationship approach. This issue is significant for sales managers because the investment in sales force is greater, and the relationship profitability with customers is not guaranteed.
Design/methodology/approach
Econometric model based on transaction cost economics theory and dynamic exchange between firm, salesperson and a customer. Specifically, this model links between customer life value, firm financial value, salesperson cost and relationship time.
Findings
Three zones are identified that can characterize the dynamic salesperson profitability. It was shown that only one zone can be profitable to the firm.
Research limitations/implications
This result is important because it can solve the equivocal posit between scholars with regard to the success or the failure of relationship marketing. This study also specifies the critical retention rate, the critical duration time in which a salesperson begins to be profitable.
Originality/value
In the author's knowledge, this study is the first to use an exchange model to show in which conditions the salesperson will be profitable in relationship marketing.
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Omar S. Itani, Vishag Badrinarayanan and Deva Rangarajan
This study aims to develop and test a process model of the effect of social media use by business-to-business (B2B) salespeople on their value cocreation and cross/upselling…
Abstract
Purpose
This study aims to develop and test a process model of the effect of social media use by business-to-business (B2B) salespeople on their value cocreation and cross/upselling performance. Adopting a research acquisition perspective, the authors claim that salesperson’s social media use is critical for generating social capital – an operant resource characterized by superior market knowledge, reputation and networking – which, in turn, directly and synergistically enhances value cocreation and cross/upselling outcomes.
Design/methodology/approach
A model is developed based on extant sales research on salesperson’s social media use and social capital theory. Data from B2B salespeople is analyzed using structural equation modeling to test the proposed hypotheses.
Findings
The results demonstrate that salespeople’s social media use enhances their social capital with support for direct effects on market knowledge and reputation, and indirect effect on networking. The results also show that the three aspects of social capital drive value cocreation, which enhances cross/upselling performance. Post hoc analysis shows the indirect effects of salesperson’s social media use as well as the interconnected effects of the aspects of social capital on value cocreation.
Practical implications
The study indicates that salespeople should be encouraged to use social media as a means for enhancing market knowledge and reputation, which can then be leveraged to build networking skills. Providing training to salespeople and coaching them on how to build their social capital is essential if organizations need to capitalize on novel ways to improve the value cocreation performance of their sales teams.
Originality/value
This study demonstrates how salespeople’s social media use can enhance their social capital, which, in turn, is critical for value cocreation and cross/upselling performance. The proposed framework opens opportunities for future studies to examine the role of salesperson social capital and value cocreation in B2B exchanges.
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Barbaros Husamoglu, Orhan Akova and Ibrahim Cifci
This research endeavours to achieve two primary objectives within the context of regenerative tourism (RT). Firstly, the study aims to explore the trends and conceptual structure…
Abstract
Purpose
This research endeavours to achieve two primary objectives within the context of regenerative tourism (RT). Firstly, the study aims to explore the trends and conceptual structure of RT, mapping its scope through a bibliometric analysis. Building upon the knowledge garnered from the initial exploration, the second aim is to establish a regenerative stakeholder framework for tourism, grounded in biodiversity.
Design/methodology/approach
Data from the Web of Science (WoS) and Scopus were collected for a bibliometric analysis in this research. The merged database found a total of 42 publications.
Findings
Based on bibliometric analysis in Biblioshiny, six indicators were identified (e.g. the annual publications, the most cited studies, productive countries, journals and thematic map). Furthermore, the authors' keyword analysis was conducted using the VOSviewer software package, revealing four clusters, namely, stakeholders, ecotourism, circular economy and climate change.
Research limitations/implications
This research's scope is restricted to Scopus and WoS through 21 February 2024. Future research could broaden RT perspectives through different databases.
Practical implications
The research offers the RT stakeholder framework developed based on the RT and stakeholder theory.
Originality/value
This research advances awareness of the Earth's current needs and the literature on tourism stakeholders by establishing a biodiversity-based regenerative stakeholders' framework in which both human and non-human stakeholders can coexist.
目的
本研究旨在实现再生旅游背景下的两个主要目标。首先, 研究旨在通过文献计量分析探讨再生旅游的趋势和概念结构, 通过映射其范围来实现目标。第二个目标是在从初步探索中获得的知识基础上, 建立一个以生物多样性为基础的旅游再生利益相关者框架。
设计/方法/途径
本研究收集了来自Web of Science(WoS)和Scopus的数据, 进行了文献计量分析。合并后的数据库共找到42篇出版物。
结果
基于Biblioshiny中的文献计量分析, 识别了六个指标(例如, 年度出版物, 最常引用的研究, 富有成效的国家, 期刊和主题图)。此外, 使用VOSviewer软件包进行了作者的关键词分析, 揭示了四个簇, 即利益相关者, 生态旅游, 循环经济和气候变化。
研究限制/影响
本研究的范围限于截至2024年2月21日的Scopus和WoS。未来的研究可以通过不同的数据库拓宽再生旅游的视角。
实际影响
该研究提供了基于再生旅游和利益相关者理论发展的再生旅游利益相关者框架。
原创性/价值
本研究通过建立一个以生物多样性为基础的再生利益相关者框架, 增进了对地球当前需求和旅游利益相关者文献的认识, 在这个框架中, 人类和非人类利益相关者可以共存。
Propósito
Esta investigación tiene dos objetivos principales dentro del contexto del turismo regenerativo. El primer objetivo es explorar las tendencias y la estructura conceptual del turismo regenerativo, mapeando su alcance a través de un análisis bibliométrico. El segundo objetivo, basándose en el conocimiento obtenido en la exploración inicial, es establecer un marco de agentes del turismo regenerativo fundamentado en la biodiversidad.
Diseño/metodología/enfoque
En esta investigación se recopilaron datos de la Web of Science (WoS) y de Scopus para realizar un análisis bibliométrico. La base de datos combinada encontró un total de 42 publicaciones.
Resultados
A partir del análisis bibliométrico en Biblioshiny se identificaron seis indicadores (por ejemplo, las publicaciones anuales, los estudios más citados, los países productivos, revistas y el mapa temático). Además, se realizó un análisis de palabras clave de los autores utilizando el software VOSviewer, que reveló cuatro grupos, a saber: agentes, ecoturismo, economía circular y cambio climático.
Limitaciones/implicaciones de la investigación
El alcance de esta investigación se limita a Scopus y WoS hasta el 21 de febrero de 2024. Futuras investigaciones podrían ampliar las perspectivas del turismo regenerativo a través de diferentes bases de datos.
Implicaciones prácticas
La investigación ofrece el marco de los agentes del turismo regenerativo desarrollado a partir de la teoría del turismo regenerativo y los grupos de interés.
Originalidad/valor
Esta investigación avanza en el conocimiento de las necesidades actuales de la Tierra y en la literatura sobre los grupos de interés del turismo al establecer un marco de actores regenerativos basado en la biodiversidad en el que pueden coexistir agentes humanos y no humanos.
Details
Keywords
- Regenerative tourism
- Post-sustainability
- Bibliometric analysis
- Non-humans
- Stakeholder theory
- Subject classification codes Ecotourism
- Climate change
- Carrying capacity
- Environmental management
- Responsible tourism
- Tourism destinations
- 再生旅游
- 、后可持续性
- 、文献计量分析
- 、非人类
- 、利益相关者理论
- Turismo regenerativo
- Postsostenibilidad
- Análisis bibliométrico
- No humanos
- Teoría de los grupos de interés
- Códigos de clasificación de temas Ecoturismo
- Cambio climático
- Capacidad de carga
- Gestión ambiental
- Turismo responsable
- Destinos turísticos
Yang-Im Lee, An Vu and Peter Trim
This study explains how retailers can use the knowledge function of attitudinal theories to understand how millennials in a collectivist emerging market, trade-off between a…
Abstract
Purpose
This study explains how retailers can use the knowledge function of attitudinal theories to understand how millennials in a collectivist emerging market, trade-off between a satisfactory customer service experience versus price when repurchasing a smartphone.
Design/methodology/approach
356 usable questionnaires (86% response rate) were collected and analysed using structural equation modelling (SEM), AMOS.
Findings
Millennials in Vietnam tend to adopt an individualistic approach when repurchasing a smartphone and utilise their knowledge of the product. However, they value personalised customer service that is specific to their needs, especially interactions with sales staff that raises their confidence and self-esteem. The unique interaction allows authorised retailers to distinguish themselves from unauthorised retailers. Repurchase behaviour is encouraged by low uncertainty avoidance in conjunction with price sensitivity; and the desire to be seen as achieving a high social status.
Research limitations/implications
The data for the study was collected in Hanoi, the main city of Vietnam and is representative only of urban-based millennials.
Practical implications
Retailers considering entering an collectivist emerging market need to understand that millennials are price sensitive and may repurchase from unauthorised retailers. Accurate information and sales promotions can be used to stimulate demand for a high involvement product.
Originality/value
Functional theories of attitudes is used to link the concept of customer service with knowledge function utilisation in order to establish how customers in a collectivist emerging market process information and share knowledge through socialisation.
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Mohammad Reza Kousheshi, Samad Aali, Ali Reza Bafandeh Zendeh and Soleyman Iranzadeh
The purpose of this paper is to suggest a model for predicting antecedents and consequences of relationship quality in online purchase of physical goods.
Abstract
Purpose
The purpose of this paper is to suggest a model for predicting antecedents and consequences of relationship quality in online purchase of physical goods.
Design/methodology/approach
A total of 462 online buyers in Iran participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.
Findings
The results showed that website quality, online relationship bonds and reputation of seller have positive effect on online relationship quality. The results also showed that online relationship quality has positive effect on electronic word of mouth, online customer share, online customer loyalty and online customer reviews.
Research limitations/implications
In this research, online relationship quality was considered as a higher-order construct including trust, commitment and satisfaction with the relationship. However, to achieve more accurate results, future researchers can investigate the separate impact of each of the relationship quality dimensions (commitment, trust and satisfaction) on the consequences of online relationship quality.
Practical implications
This research provides a wide series of antecedents and consequences of online relationship quality for online stores community so that, through being aware of them, internet stores could choose a suitable guideline to sustain their relationship with online customers and, ultimately, obtain customers’ participation in creating value and strengthening their competitive status.
Originality/value
This paper proposes a more comprehensive model of the antecedents and consequences of relationship quality in online purchases for the first time, and it demonstrates which factors strengthen online relationship quality as well as indicates which customer reactions online relationship quality can reinforce and which consequences it can provide for internet shops.
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David A. Gilliam and Casey C. Rockwell
The purpose of this paper is to propose future directions for research into stories and metaphors as concise communication tools that are particularly salient for the fast pace of…
Abstract
Purpose
The purpose of this paper is to propose future directions for research into stories and metaphors as concise communication tools that are particularly salient for the fast pace of today’s retail sales environment.
Design/methodology/approach
A cross disciplinary approach is taken to propose new avenues for sales communication research.
Findings
This work highlights research possibilities into the contextually sensitive constructs of stories and metaphors with associated theoretical approaches. This could improve research into stories and metaphors as communication techniques for retail selling.
Research limitations/implications
The findings indicate that stories and metaphors are highly engaging sensemaking tools that salespeople can use in retail sales encounters. The lack of existing literature within the sales domain suggests a significant learning curve in demarcating the use of these tools.
Practical implications
Stories and metaphors are presently used by salespeople but without the benefit of extensive scientific understanding. This paper builds a foundation for research that could bring clarity to the use of these tools in retail selling.
Originality/value
Researchers will benefit from a finer grained conceptualization with which to examine sales communication. The proposed research should get sales practitioners a clearer understanding of using stories and metaphors in sales encounters.
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Rocío Rodríguez, Göran Svensson, Sergio Román and Greg Wood
The purpose of this study is to examine the actions and interactions that take place before and after purchase between a service provider (service seller) and its customers…
Abstract
Purpose
The purpose of this study is to examine the actions and interactions that take place before and after purchase between a service provider (service seller) and its customers (service buyers) in complex business relationships. Specifically, it is to examine customers’ expectations of the service provider’s service offer before purchase and the same customers’ perceptions of the service solution offered after purchase in a business-to-business (B2B) context.
Design/methodology/approach
This study adopted a mixed methods design, which combined data generated through in-depth interviews (both with service buyers and key informants from the service company), an online customer survey, analysis of textual documents and structured observations of buyer–seller interactions and actions. Both objective and subjective points of view at different stages of the investigation were collected.
Findings
The authors’ results show that, contrary to previous evidence in B2C service research, the customers’ perceptions of the service performance were not significantly related to their previous expectations. In this context, characterized by dynamic and constantly evolving processes and many parties (both from the buyer and the seller company) involved in the implementation process, service complexity may cause a lack of well-formed expectations regarding how the service will perform and its relevant performance attributes.
Research limitations/implications
This study suggests that the service models traditionally used to describe and explain customer service expectations and perceptions in relatively simple service contexts with final consumers are difficult to apply in B2B complex business relationships. Rather, scholars need to take a holistic, continuously evolving and adapted perspective when examining the formation of customer service expectations and their perceptions in B2B complex services.
Practical implications
There should be a teleological balance between sales and purchase approaches in B2B contexts to optimize the outcome of complex business relationships between service providers and service receivers. The authors suggest several recommendations to service providers to ensure that their salespeople do not create unrealistic and unachievable expectations in the minds of the service receivers. Service providers are also encouraged to develop formal cross functional teams (e.g. consisting of salespeople, service technicians and service support) based on mutual understanding and information sharing.
Originality/value
This study provides an alternative time-oriented understanding of the way customer expectations before purchase and their perceptions after purchasing a complex software solution in industrial markets formed through the lens of teleological framework. As such, this is the first empirical inquiry with this specific framework in B2B contexts making a relevant contribution to literature.
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The author explores the challenges to implementation of Industry 5.0 in the manufacturing sector, considering the developing economy context and studying the causal relationships…
Abstract
Purpose
The author explores the challenges to implementation of Industry 5.0 in the manufacturing sector, considering the developing economy context and studying the causal relationships among factors using an advanced causal modelling technique, the Grey Influence Analysis (GINA). The challenges were further classified based on importance and their influencing power.
Design/methodology/approach
The author uses the novel causal modelling technique of GINA to study and understand the influence relations among the challenges to implementation of Industry 5.0.
Findings
Based on the results from the expert response-based study in the Indian manufacturing industry, it is seen that the Regulatory challenges (RGC) appear to be the most important challenge that needs to be tackled first, while implementing Industry 5.0. Integration with existing systems and Ethical challenges (ETC) emerge as the second and third most important in the category of challenges, as per the results from the GINA analysis.
Research limitations/implications
The RGC and the ETC need to be addressed prior to implementation and it is necessary to check whether the technologies comply with regulations and whether it creates serious job displacements. While implementation, the challenges with integration to existing systems can be appropriately tackled.
Practical implications
As a practical implication of the study, the author suggests that a proactive and reactive approach can be adopted to implement the Industry 5.0 concepts to reality. The RGC can be viewed for the adoption of technology, integration challenges can be viewed by understanding the existing systems, and ETC can be addressed by understanding the workforce in combination with technologies.
Originality/value
The shift in focus on sustainability and resilience has transformed the conventional industries to think beyond efficiency and productivity, toward being more responsible to society. The study analyzes the challenges to implementation of Industry 5.0 and the causal relations among them considering an expert response-based study.