How does salesperson connectedness impact performance? It depends upon the level of internal volatility

Nowlin, Edward L.; Walker, Doug; Anaza, Nwamaka A.

doi:10.1016/j.indmarman.2017.10.007

Cited by 29 publications

(25 citation statements)

References 34 publications

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“…Trends in healthy lifestyles and sporting activities that are increasing from year to year make consumers have more needs in this fashion style trend, therefore with Zalora, it increases higher with the intention to recommend. The higher level of satisfaction will have an impact on customer loyalty such as consumer repurchasing, word of mouth promotion (word of mouth) (Anderson & Sullivan, 1993;Nowlin et al, 2018;Shankar et al, 2003). In the context of online media that satisfaction and trust have a significant influence on the tendency of consumers to provide reviews that are in accordance with consumers (Harris & Goode, 2004;Kim et al, 2009;Ranaweera & Prabhu, 2003).…”

Section: Introductionmentioning

confidence: 99%

The Relationship Between Trust and Intention to Recommend: The Role of Content Quality, Website Design and Enjoyment

Yuliana

Wahyudi

2021

JBMS

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The purpose of this study is to provide a relationship between trust so that consumers have the intention to recommend it to consumers who have not used Zalora and the factors that generate a sense of trust. This study uses the PLS-SEM method with Smart PLS to test the hypothesis. The sampling technique chosen was purposive sampling with the criteria of respondents who had visited Zalora. Online questionnaires were created using LimeSurvey and distributed to respondents via direct message sending via Whatsapps. The process begins with testing the measurement model and continues with testing the structural model with a total sample of 362 respondents. The results of this study on the quality of content have a positive effect on trust at 5.564 with a significance level of 0.00, then H1 is accepted. The pleasure with trust has a positive effect with a significant result of 4.211 with a significant level of 0.000 so that H2 is accepted. Website design on trust has a positive effect by producing 1.287 with a significance level of 0.199 which indicates no influence or H3 is rejected.

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Section: Introductionmentioning

confidence: 99%

The Relationship Between Trust and Intention to Recommend: The Role of Content Quality, Website Design and Enjoyment

Yuliana

Wahyudi

2021

JBMS

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“…SET indicates that relationships involve expectations of reciprocity (Cropanzano et al , 2017). Consistent with SET, close relationships will enhance positive reciprocity between retailers and salesperson (Cropanzano et al , 2017; Nowlin et al , 2017). Hence, high levels of salesperson relationship closeness might suggest that salespersons and retailers heavily rely on each other when they are in need of help (Deri et al , 2019) leading to mutually beneficial solutions (e.g.…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 84%

“…We use SET to develop the theoretical framework because it views relationships as exchanges that provide mutually beneficial economic and/or non-economic benefits to the parties involved (Briggs and Grisaffe, 2010; Nowlin et al , 2017). According to SET, there is a norm of reciprocity among involved parties (Blau, 1964; Gouldner, 1960; Cropanzano et al , 2017).…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

“…Previous literature also shows that relationship closeness entails interpersonal attachment, trust and a sense of interdependence between parties, who are willing to share information and concerns as mutual exchanges (Mende et al , 2013; Nowlin et al , 2017; Tan et al , 2019). Therefore, involved parties have heightened awareness of each other’s needs and wants and are therefore in a better position to deliver on these (Tu et al , 2015; Feng and Magen, 2016).…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

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Relationship closeness paradox: contingency analysis in B2B sales

Wang

Hampson

Han

2020

JBIM

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Purpose This study aims to examine the positive and negative consequences of relationship closeness between salespersons and their business customers in a B2B sales context: sales performance and salesperson passive opportunism. Design/methodology/approach Drawing on the social exchange theory, the authors develop a conceptual model of positive and negative consequences of relationship closeness. The authors empirically test the model using matched survey data from 269 salesperson-sales supervisor dyads and individual sales performance ratings from one of the largest distribution and market expansion companies in Myanmar. Findings Results provide evidence of positive (i.e. sales performance) and negative (i.e. salesperson passive opportunism) consequences of salesperson’s perceived relationship closeness. These relationships are, however, contingent on organization-level and employee-level factors. High extent of supervision enhances the effects of salesperson’s perceived relationship closeness on sales performance but attenuates its influence on salesperson passive opportunism. The effect of salesperson’s perceived relationship closeness on salesperson’s passive opportunism is stronger for salespersons with a promotion (vs prevention) focus. Research limitations/implications The results offer guidelines to firms seeking to optimize the efficacy of close relationships between their salespersons and customers. For example, higher levels of supervision could increase the likelihood of positive outcomes of relationship closeness while minimizing its negative consequences. Originality/value To the best of the authors’ knowledge, this study is the first to demonstrate not only the benefits of relationship closeness between salespersons and customers but also its dark side: the relationship closeness paradox.

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“…In turn, this undermines customer-relationship outcomes by stalling the knowledge growth capabilities of the evasive hider (opposed to growing knowledge and improving job success by being "connected to coworkers" e.g. Nowlin et al, 2018). Specifically, the normative behavior of protecting knowledge, resulting in social isolation, negatively impacts the growth of customer relationship-based capabilities by: diminishing or eliminating learning efforts by the evasive knowledge hider; and cutting off access to coworkers' knowledge.…”

Section: The Mediating Effect Of Salesperson Evasive Knowledge Hidingmentioning

confidence: 99%

Defending the frontier: examining the impact of internal salesperson evasive knowledge hiding on perceptions of external customer outcomes

Chaker

Nowlin

Walker

et al. 2020

EJM

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Purpose Salespeople frequently face the predicament of wanting to protect their market knowledge from coworkers while not appearing recalcitrant. Considering the choice of disclosing information or refusing to disclose, they may choose a third option: appearing to share knowledge while concealing substantive information, which this study calls evasive knowledge hiding. This study surmises that the consequences of these choices impact perceptions of customer outcomes. Using social exchange theory, the purpose of this article is to examine the internal relational antecedents and perceptions of external customer outcomes of evasive knowledge hiding, as well as the moderating effects of pushover manager and environmental dynamism. Design/methodology/approach A moderated mediation model was used to analyze survey data from 234 business-to-business salespeople. Findings Internal competition and coworkers’ past opportunistic behavior increase evasive knowledge hiding. These effects are attenuated if the manager is not a pushover. Evasive knowledge hiding decreases perceptions of external customer outcomes, particularly at low levels of environmental dynamism. Research limitations/implications Data was collected from salespeople, which presents a look from perpetrators themselves. While directly observing salespeople was the goal, sourcing and matching customer and manager data would only strengthen the results. Practical implications Salespeople evasively hide their knowledge if it is in their best interest, which may unwittingly hurt perceptions of customer outcomes. Originality/value This study formally introduces salesperson evasive knowledge hiding into the marketing and sales literature. The research highlights the dark side of social exchange theory by demonstrating how internal coworker relationships affect perceptions of external customer relationships via evasive knowledge hiding. This study also introduces pushover manager as an enabling moderating variable.

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How does salesperson connectedness impact performance? It depends upon the level of internal volatility

Cited by 29 publications

References 34 publications

The Relationship Between Trust and Intention to Recommend: The Role of Content Quality, Website Design and Enjoyment

The Relationship Between Trust and Intention to Recommend: The Role of Content Quality, Website Design and Enjoyment

Relationship closeness paradox: contingency analysis in B2B sales

Defending the frontier: examining the impact of internal salesperson evasive knowledge hiding on perceptions of external customer outcomes

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