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PurposeThis study seeks to address the issue of managing buyer‐seller relationships. Specifically, a framework incorporating the constructs of information communication, sales technology, product knowledge, and customer satisfaction is proposed.Design/methodology/approachEmpirical support was derived from salesperson survey data combined with customer‐reported satisfaction ratings. All 254 sales representatives of the women's health care division of a pharmaceutical company were surveyed for this research study.FindingsThe results suggest that managers can benefit by extending salesforce training to address not only technical knowledge but also communication skills. Providing technology with the potential to increase customer satisfaction through improved information communication would be beneficial as well.Practical implicationsThe research suggests that managers should invest resources not only in providing salespeople with technical knowledge, but also in training them in effective communication skills. Further, the benefit has been shown, in terms of customer satisfaction, of providing technology to support communication between salespeople and customers.Originality/valueThe study uses the relationship marketing approach to explore the critical role of information communication construct in a buyer‐seller exchange process. Moreover, the inclusion of salesperson experience as a possible moderator of the links to this construct brings additional value.

While research on employee ambidexterity is growing, there is little investigation on what firms can do to enhance their competitiveness in this space. Leveraging a human resource lens, we advance a comprehensive model depicting three firm-level ambidexterities as key performance drivers that can help firms achieve bottom-line outcomes. Specifically, we focus on (1) ambidexterity in skill-enhancing practices (i.e., selection, training), which ensure employees have relevant service-sales knowledge, skills, and abilities; (2) ambidexterity in motivation-enhancing practices (i.e., metrics, incentives), which help motivate employees to perform service-sales activities; and (3) ambidexterity in opportunity-enhancing practices (i.e., data, tools use), which enable employees to perform service-sales activities. Our findings suggest that ambidextrous firms—or those that balance service- and sales-related elements when implementing their systems and processes—enjoy greater sales force and firm financial performance. Finally, we test boundary conditions for these relationships and find that competitive intensity enhances the positive effects of all ambidexterity constructs. We conclude with implications for theory and practice.

Showrooming is a growing phenomenon in which customers browse products in a retail store and make purchases of similar products through an online vendor. The authors of this book offer retail managers strategic insight in how to stem the loss of resources to showrooming and transform showrooming customers into in-store sales. -- Provided by publisher.

AbstractBusiness may be in the best position to address the world's environmental problems. However, firms are still struggling with the how and when of their sustainability strategies. The goal of this case study is to uncover bridges and barriers to incorporating environmental issues into business strategy. We collect semi‐structured depth interviews with upper level executives at a global, B2B manufacturing firm. Analysis reveals six elements of an environmentally sustainable business plan: (1) unify the organizational vision, (2) create visible leadership, (3) address multiple stakeholders, (4) focus on innovation, (5) communicate the message, and (6) implement the strategy. We nest these components under the normative, strategic, and operational management framework of corporate sustainability, and then present future research directions. Copyright © 2017 John Wiley & Sons, Ltd and ERP Environment

Building from a paradox frame, we argue that at the between-person level the relationship between self-efficacy and effort may be nonlinear. We bound our conceptual model with a focus on perceived proximity, reflecting employees' perceptions of how close they feel to their organization and colleagues. We test our model in a lagged, multi-source field study, with matching employee survey data from 1502 employees, and archival effort, and performance, metrics collected several months later. The results from our analyses reveal a curvilinear association between self-efficacy and effort, which is moderated by perceived proximity. We also find that the relationship between self-efficacy and performance is mediated by effort for individuals with low self-efficacy (Low SEs), but not for individuals with moderate (Moderate SEs) or high self-efficacy (High SEs). Implications for theory and practice are discussed.

Blurring roles in the front line are changing how many organizations interact with their customers. Whereas frontline employees were tasked with functional roles of service or selling, an increased competitive environment and growing customer expectations have caused a shift requiring many employees to be effective at both selling and service. The growth of sales/service ambidexterity in both practice and research has prompted more meaningful investigation of the topic. The purpose of this article is to provide a brief background of ambidexterity and positioning of the topic. We provide a discussion of the articles compiled in this special issue and the synergy across papers. We conclude with the implications of this research and avenues for future research.

For organizations implementing a value-added model, creative boundary spanners can improve service behaviors and overall performance. Advancing Amabile's componential framework, which underscores the importance of contextual factors and their interaction with individual factors in generating creative responses in a service environment, we develop a model of boundary spanners' creativity. Outlining how boundary spanner skills and abilities influence performance and service outcomes via creativity, we paint a more complete picture of the creativity process and offer meaningful contributions to service research and practice. Testing the model using employee and manager data matched with archival performance metrics, we find that knowledge, emotional intelligence (EI), and managerial feedback predict boundary spanner creativity. We also uncover a significant interaction between knowledge and EI, and evidence that creativity significantly impacts performance and customer problem solving, a key component of overall service quality. Finally, we underscore the importance of managerial feedback in strengthening the link between creativity and performance.

This study examines how employee customer and selling orientations, and their interaction, impact frontline employees' (FLEs) pursuit of service and sales-related performance outcomes. Applying a job demands-resources lens, we advance a model that explores service-sales ambidexterity at the individual level. Polynomial regression and response surface analysis are used to assess how varying levels of customer and selling orientation relate to FLE outcomes. Our findings indicate that commitment to service quality and sales performance are highest when employees are singularly focused on one or the other. However, when required to be ambidextrous—that is, when employees must maintain a dual focus—these outcomes begin to suffer as employees are unclear of their role in the organization. While ambidextrous employees experience role conflict, they are also more likely to use creativity in their selling activities. These positive and negative consequences of ambidexterity underscore both the potential risks and rewards of a dual orientation on the front line.

ABSTRACTIn this research, we test the curvilinear relationships between service climate perceptions and two employee performance outcomes. Specifically, we propose that while service climate can be beneficial, high levels can actually be detrimental to customer satisfaction and sales performance. Additionally, we propose that a global assessment of employee experience that captures knowledge, skills, and abilities, or KSAs, moderates these curvilinear relationships by providing a means to balance outcome goals. We test our theory using data obtained from 312 employees in a service setting, which we pair with their managers' assessments of their sales performance as well as satisfaction ratings from their customers. Our results reveal two things: (1) an inverted U‐shaped relationship between service climate and sales performance and (2) the level of experience moderates the relationship. These findings suggest that more experienced employees are better able to adjust behaviors to achieve high levels of performance than less experienced employees. Based on these results, we offer theoretical implications and applications for managerial practice.