Sales agents vs the internet

Abstract

Purpose -The purpose of this paper is to analyze perceptions of service cannibalization from sales agents when faced with increased online sales, and their consequences on the employee. The authors assess the effect of service cannibalization perceptions on insecurity, satisfaction, alienation, sales agents' effort. The study also examines relationships between effects on sales agents' service sabotage during service delivery. Design/methodology/approach -Data were collected from 497 travel agency sales agents, and structural equation modeling was used to examine hypothesized relationships. Findings -The results suggest that sales agents' perceptions of service cannibalization influence employees, and have repercussions regarding service sabotage. Research limitations/implications -Mediators were not tested, and the model does not capture the phenomenon's complexity. This study reinforces the importance of capturing sales agents' perceptions from travel agency managers in reducing negative consequences on employees, which is particularly important given multichannel marketing when online marketing channels coexist with traditional sales forces. Practical implications -This study offers insights to firms regarding perceived cannibalization and its consequences on sales agents' motivation. Organizations should find ways to minimize insecurity, dissatisfaction, and alienation. Originality/value -This study examines psychological influences of the addition of an internet channel on sales agents' job-related outcomes, and its relationship with sales agents' service sabotage during service delivery.

Linking abusive supervision to service sabotage through work alienation in nurses: A cross‐sectional study

“…This result aligns with previous research showing that work alienation can affect individual's intended behaviour (Tummers et al, 2014). Additionally, the relationship between work alienation and service sabotage was confirmed by Díaz et al (2017). Thus, it is important to pay attention to nurses who are facing work alienation to prevent further consequences.…”

“…According to the COR theory (Hobfoll, 1989), abusive supervision can deplete subordinates' resources, prompting them to engage in withdrawal coping strategies such as alienation (Osei et al, 2022). Psychological distancing and alienation may lead subordinates to replace and restore their lost emotions, potentially triggering service sabotage (Díaz et al, 2017). Moreover, recent studies have shown that nurses who drift away from work exhibit poor work performance (Amarat et al, 2019) and display negative behaviours such as low morale, decreased competency, and reduced understanding of policies (Özer et al, 2019).…”

Cuidados paliativos en la calidad de vida de los pacientes con enfermedad renal crónica avanzada sin terapia de sustitución renal.

“…1) Toma de decisión (Familiar/personal de salud/paciente) Con respecto a este tema, el artículo realizado por Rubio et al (25) mostró que la mayoría de quienes optan por un manejo conservador lo hacen por padecer un estadio de la enfermedad que no tenía posibilidades de mejora con algún tratamiento de sustitución renal, presentaban deterioro funcional y/o cognitivo y también por decisión propia. (25) En concordancia con el artículo anteriormente mencionado el estudio realizado por Teruel J et.al (27) . Las mismas razones se repitieron en este estudio, sin embargo, este último también reveló que existía un grupo de pacientes que rechazan la terapia a pesar de que no presentaban ninguna contraindicación.…”

“…Se realizó una lectura crítica con el fin de evaluar la calidad metodológica de los artículos seleccionados.se utilizó una pauta con 12 indicadores "Guía práctica de lectura crítica de artículos científicos originales en Ciencias de la Salud" (25) . Se consideró que un artículo era de alta calidad si cumplía con más del 80% de los criterios, de calidad media si cumplía con 50-80% y de baja calidad si cumplía con menos del 50%.…”

The Moderating Role of Ethical Leadership in the Relationship between Emotional Exhaustion and Service Sabotage Behaviour: An Applied study on Employees of Travel Agencies in Egypt

“…Strain represent reactions resulting from being stressed for a long time. Work and social relationships are the most common sources of stress in the organisational environment (Díaz et al, 2017). Stress often depletes individuals' resources.…”