Purpose Through the use of netnography, the purpose of this paper is to investigate the interaction of 192 inside sales agents who collaborate within discussion forums to create communities of practice (CoPs). Drawing on situated learning theory and inside salespersons’ discussion forums, this study showcases how inside sales agents use CoPs to better their sales activity knowledge. This paper discovered how inside sales agents reach outside their organization to seek information within their mesosystem to positively impact sales activity knowledge outcomes. Design/methodology/approach This study used the use of netnography to follow the online community from afar, observing and capturing the essence of interaction without intruding on the conversation. Data from two inside sales professional discussion forums, 192 inside sales agents, produced nearly 67,161 words or 496 double-spaced pages. Findings This research demonstrates the power of CoPs. Inside sales agents seek information outside their company, within their mesosystem, to gain knowledge to improve sales activities. As boundary spanners, inside sales agents are not restricted, but rather, proactively find ways to consistently keep learning. Practical implications Organizations can and should implement internal CoPs to allow the exchange between sales agents in a more controlled matter. Furthermore, sales managers should proactively seek extern CoPs and introduced them to their organization as supplemental training. Originality/value The use of netnography is limited in sales literature. The research provides support for the use of netnography as it provides researchers firsthand access to multiple sales roles. This unadulterated access provides sales researchers the opportunity to study the many facets of sales, with pure, genuine data.

Purpose The purpose of this paper is to empirically assess the combined impact of the ethical environment, organizational trust and workplace optimism on individual performance. Design/methodology/approach A structural model is theorized and data from 250 individuals working for private organizations were analyzed using partial-least-squares structural equation modeling. Findings Both the ethical environment and organizational trust positively impact workplace optimism. Of the ethical environment, organizational trust and workplace optimism, only workplace optimism directly impacts individual performance. The impact of the ethical environment and organizational trust on individual performance is indirect through workplace optimism. Research limitations/implications To the authors’ knowledge, this is the first empirical study to assess the combined impact of the ethical environment, organizational trust and workplace optimism on individual performance. It is important to conduct similar studies to verify these findings. Practical implications An ethical environment and organizational trust foster high levels of workplace optimism that in turn lead to improved employee performance. Originality/value The important role that workplace optimism plays within the ethical climate of organizations is theorized and assessed. This is the first empirical assessment of the mediational role of workplace optimism on the established relationships between ethical environment and individual performance, and organizational trust and individual performance.

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