Understanding the Antecedents and Consequences of Service-Sales Ambidexterity: A Motivation-Opportunity-Ability (MOA) Framework

Abstract

Drawing on the motivation, opportunity and ability (MOA) framework, we investigate the influence of charismatic leadership on salespeople’s service and sales activities—termed service-sales ambidextrous (SSA) behavior, which subsequently turn into service recovery performance outcomes. The primary aim of this research is to strengthen salespeople’s service quality in parallel to their selling activities while recovering a service failure. We validate the model using a sample of 344 business-to-business salespeople using partial least square structural equation modeling (PLS-SEM) technique. Study results show that charismatic leadership is positively and significantly related to service-sales ambidexterity. Likewise, service-sales ambidexterity has a positive and significant relationship with service recovery performance and adaptive selling behavior. Moreover, we found a significant relationship between adaptive selling behavior and service recovery performance. The results further specify that salesperson motivation, opportunity and ability to engage in SSA significantly moderate the relationship between charismatic leadership and service-sales ambidexterity. The results suggest the need for training programs that provide the salesperson with opportunities to understand the simultaneous implementation of selling strategies while also providing customer services.

Energy Efficiency in the Post-COVID-19 Era: Exploring the Determinants of Energy-Saving Intentions and Behaviors

“…We employed the SEM approach with SmartPLS 3 and SPSS version 26 for analyzing the data. Further, to test our proposed model-a two-step approach of measurement model (MM) and structural model (SM) estimation was taken into consideration for data analysis using SmartPLS (Hair et al, 2006;Ahmad et al, 2021). Constructs' reliabilities were gauged through the MM, whereas the SM was applied to observe the relationships among the five constructs.…”

“…Multicollinearity was tested using VIF pre-hypothesis testing, where VIF above five is deemed problematic, suggesting a multicollinearity issue (Irfan et al, 2020a;Irfan et al, 2021b). The highest value for VIF in this model is 2.478, which is far less than 5 (see Table 4), suggesting that our model is free from multicollinearity problems (Irfan et al, 2020b;Irfan et al, 2020c;Ahmad et al, 2021).…”

Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability

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