No abstract

Salesperson turnover can have a negative overall effect on a firm. Research on salesperson turnover has conceptually studied the consequences of voluntary turnover on a firm. However, little empirical research has investigated the antecedents of salesperson turnover—specifically, the role of own effects (relative performance, customer satisfaction, and goal realization) and peer effects (peer performance variance and turnover). Therefore, the authors propose a framework to assess the influence of own factors (through identity theory) and of peer factors (through social identity theory) on salesperson turnover. Using a proportional hazard model implemented on data consisting of 6,727 salespeople over two years, the results suggest that in addition to own behaviors, managers need to pay attention to peer behaviors because peer turnover (voluntary and involuntary) greatly increases a salesperson's turnover probability. Furthermore, the results indicate that peer effects have a greater impact than own effects. This research has implications for sales force management because it helps managers (1) identify a salesperson's turnover risk, (2) diagnose the drivers of turnover behavior, and (3) build strategies to prevent salesperson turnover.

Emotional intelligence is the most significant concept used in the present scenario of the work environment towards the job satisfaction. Nowadays, Emotional intelligence is used as a tool for measuring the organization’s performance and also playing a key role in stress management and job satisfaction of employees. Job dissatisfaction results in higher absenteeism, lower productivity, defensive behavior and lower performance. The study was organized on the employees’ of HDFC banks, working in Chandigarh Tricity to analyze the impact of emotional intelligence and gender on job satisfaction. A descriptive correlational research was conducted, by taking the population of all the employees of HDFC Banks, Chandigarh Tricity. Convenience sampling method was used to select the sample of the study which included 100 respondents from various branches of HDFC banks in Chandigarh Tricity. The inferences of the study were made with the help of statistical tools such as Karl Pearson’s Correlation Coefficient, Regression analysis, t-test, and ANOVA. In the study, it has been observed that both emotional intelligence and job satisfaction has a positive relationship. It also indicates that Gender has no significant impact on these variables.

The growth of value-added services in the economy cannot undermine the relevance of information and communication technology at any point in time, because it plays a critical role in satisfying the needs of customers. Nevertheless, the question arises whether the customers are aware of the use of IT-enabled services. The current study focuses its attention on the Value-added Services i.e., the services that deliver value to the customers and its impact on customers’ satisfaction by taking into consideration their awareness level. For the purpose of a study, two public sector banks and two private sector banks have been selected from Chandigarh Tricity, India i.e., (Chandigarh, Panchkula, and Mohali) and customers are approached to study the impact of their awareness level on the value-added services of these banks. A sample of 400 customers of different age, qualification, occupation, annual income and locality was included in Data Analysis. Descriptive analysis was made with the help of SPSS. It is quite interesting to note that both public and private sector banks are focusing on the need of value-added services for customers so that they can easily meet their banking requirements, whereas people from rural and semi-urban areas are not much aware of the value-added services.

Purpose The purpose of this study is to understand how a salesperson’s preset goals, customer satisfaction levels and past performance affect the extent of goal achievement, as well as how job-specific attitudes and emotions affect the relationship between preset goals and goal achievement. Design/methodology/approach This study uses a modeling framework with both main, moderating and mediating effects, using transaction data and survey results from a telecommunications firm. Findings The results indicate that preset goals and customer satisfaction, interestingly, have an inverted-U relationships with goal achievement. Further, attitudes and emotions regarding workplace conduciveness and workplace ethics and diversity, reduce the effect preset goals have on goal achievement. However, attitudes and emotions regarding workplace philosophy strengthens the effect preset goals have on goal achievement, whereas with disagreement, this relationship diminishes. Research limitations/implications Two of the primary limitations of this study are: one, because of the cross-sectional nature of the study, there is limited opportunity to control for unobserved heterogeneity; and two, performance goal achievement, though is important for the firm, is one of many potential goals that affect a salesperson. For example, customer satisfaction goals or a one-time special event goals could play a role. Therefore, only using performance goal achievement could be a limitation of this study. Originality/value This study contributes to academic literature in three ways. First, it demonstrates the diminishing effect of customer satisfaction on goal achievement. Second, it identifies an inverse U-shaped relationship between preset goals and goal achievement. Finally, it examines how attitudes and emotions regarding workplace culture (conduciveness, ethics and diversity and philosophy) affect the relationship between preset goals and goal achievement.