PurposeThis paper aims to examines the relationships between various facets of salesperson job satisfaction as assessed by the INDSALES measure and salesperson organizational commitment. The paper also seeks to explore salesperson gender as a moderator of the relationship between facets of job satisfaction and organizational commitment.Design/methodology/approachThis study uses survey research of one firm's business‐to‐business salespeople to examine the relationships between facets of salesperson job satisfaction and salesperson organizational commitment.FindingsStudy results indicate that various facets of job satisfaction are more strongly related to organizational commitment. Findings also indicate that these relationships are not the same for male and female salespeople.Practical implicationsFindings demonstrate to sales managers that not all types of satisfaction are related to organizational commitment, which has been strongly linked to a salesperson's propensity to leave an organization. Further, various facets of satisfaction such as pay and promotion are more important to men than to women. Women find that satisfaction with co‐workers is more closely related to organizational commitment than it is for men. These findings have significant relevance to sales managers.Originality/valueThe relationship between facets of job satisfaction and organizational commitment has not been extensively researched. This is true even though these are two very important issues when dealing with sales force management. Likewise, the issue of men and women valuing different types of satisfaction to varying degrees has not been thoroughly examined in the business‐to‐business sales force literature.

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Purpose -The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent turnover intentions from the organization and also the occupation. Design/methodology/approach -Data from five semi-structured depth interviews and 215 quantitative surveys using structured questionnaires were used to develop and test the theoretical model. Customer service employees working in different call center companies serving American customers were approached using an established survey panel. Findings -Results using the partial least squares (PLS) methodology showed that problematic customer behaviors drain customer service employees emotionally. Emotional exhaustion is negatively related to job satisfaction, and subsequently, employees' turnover intentions. The results also show that turnover intentions with organization and occupation are positively related to each other. Research limitations/implications -As regards implications, this study provides an understanding of the relationship between problematic customer behaviors and employees' turnover intentions. Future researchers can utilize the findings from this study for investigating other consequences and antecedents of problematic customer behaviors. A limitation of the study is its use of cross-sectional data. Practical implications -This paper provides call center managers with an understanding of the effects of problematic customer behaviors on employee attitudes. It discusses the need for understanding problematic customers and ways to manage the effects of such experiences. Originality/value -The study investigates an under-researched phenomenon, i.e. problematic customer behaviors. The study provides evidence of the relationship between problematic customer behaviors and turnover intentions in service employees. This study is also one of very few in marketing to investigate the relationship between organizational and occupational turnover intentions.

Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers. Design/methodology/approach – Data from five semi-structured in-depth interviews and a structured survey with 434 responses are used to develop and test the theoretical model. CSEs working in different call center companies serving American and European customers were approached using an established survey panel. Findings – Results using partial least squares methodology showed that problematic customer behaviors have significant effects on emotional dissonance and drain CSEs emotionally. Negative emotional reactions are positively impacted by higher emotional dissonance and exhaustion levels and, subsequently, lead to higher employees’ retaliation. Research limitations/implications – For implications, this study provides an understanding of the relationship between problematic customer behaviors and CSEs’ retaliation. Future researchers can utilize the findings to investigate employee retaliation in other marketing employees. Limitation was use of cross-sectional data. Practical implications – This paper provides call center managers with an understanding of the effects of problematic customer behaviors on employee attitudes. It discusses the need for understanding problematic customers and ways to manage the effects of such experiences. This research helps call center and customer service managers recognize the existence of problematic customer behaviors and retaliation of employees, and different levels of antecedents to such employee responses. Originality/value – The study investigates an under-researched phenomenon, problematic customer behaviors. It provides evidence of relationship between problematic customer behaviors and CSE retaliation. This study is one of the few to investigate employee retaliation in services.

Information security is often viewed as a technological matter. However, security professionals will readily admit that without safe practices by users, no amount or type of technology will be effective at preventing unauthorized intrusions. By paralleling the practices of information security and health prevention, a rationale for employing constructs from existing models of health behavior is established. A comprehensive and parsimonious model (the Security Belief Model) is developed to explain information security behavior intentions. The model is tested empirically based on a sample of 237 Indian professionals. The results of the empirical study indicate general support for the model, particularly including severity, susceptibility, benefits, and a cue to action as antecedents to the intention to perform preventive information security behaviors. The paper also discusses implications of the model and results for practitioners and possibilities for future research are included.