The moderating role of self-efficacy in the relationship between control systems and sales performance

Vieira, Valter Afonso; Jones, Eleri; Silva, Valter da; Silva, Juliano Domingues da; Negreiros, Letícia Fernandes de

doi:10.1080/08853134.2022.2037435

Cited by 11 publications

(13 citation statements)

References 94 publications

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“…We assessed output feedback using three items from Jaworski and MacInnis's (1989) scale. Drawing on prior research that conceptualizes output control or feedback based on performance goals (Amenuvor et al, 2022c;Groen et al, 2018;Shin et al, 2021;Vieira et al, 2022), we measured output feedback to monitor whether salespeople achieved their performance goals. Among door-to-door salespeople, performance goals reflect the sales revenue (Yi et al, 2021).…”

Section: Methodsmentioning

confidence: 99%

“…Second, based on long-term and friendly relationships, door-to-door salespeople often recommend customers total care solutions, along with cross-selling of skin care and makeup products (Yi et al , 2021). Third, previous studies have chosen door-to-door salespeople as a sample for studying CSB (Polonsky et al , 2000; Vieira, 2022) and sales behavior (Amenuvor et al , 2022a, 2022b; Yi et al , 2021).…”

Section: Methodsmentioning

confidence: 99%

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When and how sales manager feedback contributes to sales performance: the role of emotional labor and cross-selling

Shin

Hur

Moon

2023

EJM

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Purpose This study aims to test the mediating effect of cross-selling behavior (CSB) on the relationship between sales manager feedback (i.e. output and behavioral) and sales performance, and the moderating effect of emotional labor (i.e. deep and surface acting) on this relationship. Design/methodology/approach The authors used two-wave multisource data: survey and objective sales performance (sales revenue) data collected from 300 door-to-door salespeople working at a South Korean cosmetics company. Findings The relationship between output feedback and sales performance was mediated by CSB. In addition, the positive relationship between output feedback and CSB was weakened by deep and surface acting, whereas that between behavioral feedback and CSB was strengthened by deep acting. Specifically, behavioral feedback had a positive relationship with CSB when salespeople engaged in a high level of deep acting. This relationship was not significant for low and medium levels of deep acting. The authors’ supplementary analyses indicated no significant three-way interaction effect between output feedback, behavioral feedback and emotional labor on CSB. Research limitations/implications Data collection from door-to-door salespeople in a single cosmetics company undermines the generalizability of the present findings. Practical implications By exploring the boundary conditions that strengthen or weaken the effectiveness of manager feedback, this study provides insights into how the two types of manager feedback can be effectively used to promote CSB and sales performance. Originality/value This study offers a nuanced understanding of the relative roles of output and behavioral feedback in CSB and the differential moderating effects of emotional labor on the two types of manager feedback.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

When and how sales manager feedback contributes to sales performance: the role of emotional labor and cross-selling

Shin

Hur

Moon

2023

EJM

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“…Moreover, we investigate the influence of salesperson selfefficacy on the linkage between salesforce control mechanisms and salesforce ambidexterity. As a concept, self-efficacy relates to the degree to which individuals believe that they are competent to achieve success in a particular field (Vieira et al, 2022). It provides an overall assessment of one's capabilities in performing a specific activity.…”

Section: Moderating Role Of Salesperson Self-efficacymentioning

confidence: 99%

“…Because they are confident in their abilities, they are unlikely to be controlled by their sales manager. In comparison with salespersons with low and high levels of selfefficacy, individuals with high self-efficacy will concurrently practice more sales and service activities because they are highly confident in their abilities to meet their objectives (Ruyter et al, 2020;Vieira et al, 2022).…”

Section: Moderating Role Of Salesperson Self-efficacymentioning

confidence: 99%

“…It has been demonstrated that salespeople with high self-efficacy can better achieve service and sales-oriented tasks simultaneously than their coworkers with low selfefficacy, and they are also less likely to be controlled by their sales managers. As a result, salespersons with low selfefficacy require greater support and supervision from their managers (Ruyter et al, 2020;Vieira et al, 2022), especially in terms of OBC. Therefore, we have investigated how salesforce control systems interact with the salesperson's selfefficacy to influence salesforce ambidexterity.…”

Section: Introductionmentioning

confidence: 99%

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Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations

Borjali

Irfan

et al. 2022

Front. Psychol.

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The service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesforce ambidexterity (service and sales interface), which eventually leads to emotional exhaustion service-related performance outcomes. We assess the proposed model using cross-sectional data of 321 Pakistani salespeople from B2B organizations and employ structural equation modeling for data analysis purposes. First, the study results show that behavior-based control has an inverse influence on salesforce ambidexterity. On the other hand, outcome-based control is positively associated with salesforce ambidexterity. In addition, salesforce ambidexterity is positively linked with emotional exhaustion. However, emotional exhaustion has a negative impact on both service innovation implementation and service recovery performance. Finally, the results demonstrate the significant and positive moderating influence of self-efficacy and customer demandingness between exogenous and endogenous constructs. The study is particularly important to B2B sales organizations struggling with the difficulties of salesforce ambidexterity and how they control their sales representatives.

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The interplay between behavior-based salesforce control systems and salesperson’s creative performance: a closer look at salesperson’s work engagement

Hu,

Khan,

Quddoos

et al. 2024

Curr Psychol

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The moderating role of self-efficacy in the relationship between control systems and sales performance

Cited by 11 publications

References 94 publications

When and how sales manager feedback contributes to sales performance: the role of emotional labor and cross-selling

When and how sales manager feedback contributes to sales performance: the role of emotional labor and cross-selling

Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations

The interplay between behavior-based salesforce control systems and salesperson’s creative performance: a closer look at salesperson’s work engagement

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