Suchergebnisse

Long-term customer relationships develop over repeated interactions, underscoring the importance of frontline employees (FLEs) engaging in ethical behaviors. Therefore, organizations must understand how a strong ethical climate (EC) may affect attitudes and behaviors among FLEs. This study reviews frontline-related EC research and employs a meta-analytic approach to investigate the direct, indirect, and contingent effects of EC on FLE actions, attitudes, and outcomes. The authors reviewed 67 frontline-related studies comprising a sample of 21,118 respondents to assess meta-analytic associations and derive a model for structural testing. The findings from this study show that a strong EC drives customer-oriented behaviors, fosters desirable job attitudes, reduces felt stress, increases perceived performance, and decreases turnover intentions among FLEs. The strength of theses associations is often predicated on individual-level (FLE experience), study-level (response rate), and country-level (perceived corruption, individualism/collectivism) factors. This study offers theoretical and managerial contributions germane to multiple uncertainties in service literature about EC's implications on FLEs, including EC's ability to break through sources of tension-facing FLEs, the mediated nature of EC's impact on perceived performance through frontline actions, and the generalizability of the economic and human benefits of EC across service contexts and frontline roles that foster greater diffusion in practice.

PurposeIn the years since Saxe and Weitz developed a scale to measure the selling orientation and customer orientation (SOCO) of a salesperson, research findings on the effect of SOCO on salesperson job performance have shown mixed results. This article aims to synthesize the findings from the empirical studies to identify the direction and the strength of this relationship. In addition, it aims to investigate the moderating effect of customer type (business or end user consumer) and type of job performance measure used (subjective or objective).Design/methodology/approachResearch questions were addressed by a meta‐analysis of 16 studies containing 17 effect sizes from 3,477 respondents.FindingsMeta‐analysis results reveal an attenuated weighted mean effect size (r) of this relationship of 0.14, with a 90 percent confidence interval of 0.04 to 0.23. The disattenuated mean effect size (rc) is 0.16. Findings also reveal that neither customer type nor type of job performance measures moderated the SOCO and job performance relationship.Research limitations/implicationsAlthough diligence was exercised to reduce selection bias, relevant studies may have been excluded from this meta‐analysis.Practical implicationsStudy findings demonstrate that SOCO is an important predictor of salesperson job performance. High performance occurs when salespeople focus their energy on identifying the customer's individual needs and offer products to satisfy those needs.Originality/valueThis is the first published SOCO meta‐analysis.

In Uganda, upgrading smallholder agriculture is a necessary step to achieve the interlinked sustainable development goals of hunger eradication, poverty reduction and land degradation neutrality. However, targeting the right restoration practices and estimate their cost-benefit at the national scale is difficult given the highly contextual nature of restoration practices and the diversity of small-scale interventions to be adopted. By analysing the context-specific outcomes of 82 successful case studies on different Sustainable Land and Water Management (SLWM) in Uganda, we estimated that out-scaling of existing successful practices to 75% of agricultural land would require a one-time investment of US$ 4.4 billion from smallholders. Our results show that, besides the many social and environmental benefit commonly associated to SLWM, a wide outscale of SLWM could generate US$ 4.7 billion every year, once the practices are fully operational. Our context-specific estimates highlight the profitability of investing in smallholder farming to achieve the SDGs in Uganda, with geographical differences coming from specific social-ecological conditions. This study can guide sustainable intensification development by targeting the most suitable SLWM practices and plan for adequate financial support from government, investors and international development aids to smallholder farming.