18 research outputs found
Management of sales advisers and service climate: an experiment
International audiencePurpose: Although experts agree on the importance of service quality, sales force management practices are often far from conforming to their recommendations. The current use of sales contests with quantitative objectives on turnover or profit margin is evidence of this divergence. Sharma notes the need for a better understanding of the impact of such incentives on quality of service. In response to this call, the concept of "service climate" as an internal indicator of customer perception of service quality is studied. More specifically, the purpose of this paper is to consider which type of sales contest best preserves service climate.Design/methodology/approach: Four characteristics of sales contests are examined through an experimental approach. Salespeople's perception of service climate are measured. Hypotheses are tested with ANOVA.Findings: The study shows that sales contest can have a negative impact on the service climate. The results give indications as to which incentives are optimal in terms of service climate. Surprisingly, selective contests, with a ranked competition and few winners, would affect service climate to a lesser extent.Practical implications: The findings of this study are unexpected and indicate that sales managers need to pay attention not only to sales contest's characteristics but also their interaction. The sales contest is not an addition to but a combination of modalities.Originality/value: This study has both managerial and research implications for design and implementation of sales contest
De la congruence de valeurs Ă la marque employeur: quelles consĂ©quences pour l'identification et le boucheâĂ âoreille visâĂ âvis de l'organisation?
International audienceThe war for talent has led organizations to develop a strong employer brand to attract and retain skilled employees. Few studies have examined the antecedents and consequences of the internal employer brand. We focus on the influence of employeeâorganization values congruence on the employee's perception of the employer brand and on the influence of the employer brand on organizational identification and positive wordâofâmouth visâĂ âvis the employer. Results from a survey of 308 employees show that the employer brand fully mediates the relationship between values congruence and organizational identification and positive wordâofâmouth. These results have theoretical and managerial implications in terms of employer branding.La guerre des talents pousse les organisations Ă dĂ©velopper une marque employeur forte afin d'attirer et retenir les salariĂ©s compĂ©tents. NĂ©anmoins, peu d'Ă©tudes portent sur les antĂ©cĂ©dents et les consĂ©quences de la marque employeur interne. Cette recherche s'intĂ©resse d'une part, Ă l'influence de la congruence des valeurs collaborateurâentreprise sur les perceptions de la marque employeur et d'autre part, Ă l'influence de celleâci sur l'identification organisationnelle et le boucheâĂ âoreille positif visâĂ âvis de l'employeur. Les rĂ©sultats de l'enquĂȘte menĂ©e auprĂšs de 308 salariĂ©s montrent que la marque employeur mĂ©diatise complĂštement la relation entre, d'une part, la congruence des valeurs et, d'autre part, l'identification organisationnelle et le boucheâĂ âoreille positif des collaborateurs. Ces rĂ©sultats ont des implications thĂ©oriques et managĂ©riales concernant la gestion de la marque employeur
Coopetition in sales and commercial coopetition: When the coopetition in the sales contest is a source of performance
International audienc
Customer Stereotypes: Consequences on salespersonsâ interpersonal orientation in Luxury settings
International audienc
Coopetition in sales and commercial coopetition: When the coopetition in the sales contest is a source of performance
International audienc
Le comportement non-Ă©thique des vendeurs durant un concours de vente : Lâeffet mĂ©diateur du climat Ă©thique perçu du concours
International audienceLâobjet de cet article est dâapprofondir les travaux de Murphy (2004) des consĂ©quences des concours de vente en montrant quâil existe une relation entre les variables psychographiques (esprit de compĂ©tition et ambition des commerciaux), le climat Ă©thique perçu du concours et les comportements non-Ă©thiques observĂ©s pendant celui-ci. Les donnĂ©es ont Ă©tĂ© collectĂ©es par un questionnaire adressĂ© Ă des conseillers commerciaux vendant des produits financiers dans quatre banques françaises. 747 questionnaires complets ont Ă©tĂ© collectĂ©s et les donnĂ©es ont Ă©tĂ© analysĂ©es par lâapproche PLS (Partial Least Square). Les rĂ©sultats montrent que les concours de vente peuvent crĂ©er un climat Ă©thique spĂ©cifique qui est mĂ©diateur de la relation entre lâesprit de compĂ©tition, lâambition des commerciaux et leur comportement non-Ă©thique durant le concours
Designing Sales Contests in Call Centers: Understand Telemarketersâ Preferences and Recommendations for Compensation
International audienceSales contests are widely used by firms to motivate employees, reduce absenteeism and limit staff turnover. The objective here is to determine the reward preferences of call center employees in terms both of the type of sales contests and of rewards. We conduct an experiment and use the conjoint analysis method to measure employee preferences
De la congruence de valeur Ă la marque employeur : Quelles consĂ©quences pour lâidentification et le Boucha-Ă -Oreille vis-Ă -vis de lâorganisation ?
International audienc
De la congruence de valeurs à la marque employeur: quelles conséquences pour l'identification et le bouche-à -oreille vis-à -vis de l'organisation ?
International audienceThe war for talent has led organizations to develop a strong employer brand to attract and retain skilled employees. Few studies have examined the antecedents and consequences of the internal employer brand. We focus on the influence of employeeâorganization values congruence on the employee's perception of the employer brand and on the influence of the employer brand on organizational identification and positive wordâofâmouth visâĂ âvis the employer. Results from a survey of 308 employees show that the employer brand fully mediates the relationship between values congruence and organizational identification and positive wordâofâmouth. These results have theoretical and managerial implications in terms of employer branding
De la congruence de valeur Ă la marque employeur : Quelles consĂ©quences pour lâidentification et le Boucha-Ă -Oreille vis-Ă -vis de lâorganisation ?
International audienc