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 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 employee‐organization values congruence on the employee's perception of the employer brand and on the influence of the employer brand on organizational identification and positive word‐of‐mouth vis‐à‐vis 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 word‐of‐mouth. These results have theoretical and managerial implications in terms of employer branding.La guerre des talents pousse les organisations à développer une marque employeur forte afin d'attirer et retenir les salariés compétents. Néanmoins, peu d'études portent sur les antécédents et les conséquences de la marque employeur interne. Cette recherche s'intéresse d'une part, à l'influence de la congruence des valeurs collaborateur‐entreprise sur les perceptions de la marque employeur et d'autre part, à l'influence de celle‐ci sur l'identification organisationnelle et le bouche‐à‐oreille positif vis‐à‐vis de l'employeur. Les résultats de l'enquête menée auprès de 308 salariés montrent que la marque employeur médiatise complètement la relation entre, d'une part, la congruence des valeurs et, d'autre part, l'identification organisationnelle et le bouche‐à‐oreille positif des collaborateurs. Ces résultats ont des implications théoriques et managériales 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

Coopetition in sales and commercial coopetition: When the coopetition in the sales contest is a source of performance

International audienc

Customer Stereotypes: Consequences on salespersons’ interpersonal orientation in Luxury settings

International audienc

Le comportement non-éthique des vendeurs durant un concours de vente : L’effet médiateur du climat éthique perçu du concours

International audienceL’objet de cet article est d’approfondir les travaux de Murphy (2004) des conséquences des concours de vente en montrant qu’il existe une relation entre les variables psychographiques (esprit de compétition et ambition des commerciaux), le climat éthique perçu du concours et les comportements non-éthiques observés pendant celui-ci. Les données ont été collectées par un questionnaire adressé à des conseillers commerciaux vendant des produits financiers dans quatre banques françaises. 747 questionnaires complets ont été collectés et les données ont été analysées par l’approche PLS (Partial Least Square). Les résultats montrent que les concours de vente peuvent créer un climat éthique spécifique qui est médiateur de la relation entre l’esprit de compétition, l’ambition des commerciaux et leur comportement non-éthique durant le concours

Designing Sales Contests in Call Centers: Understand Telemarketers’ 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 à la marque employeur : Quelles conséquences pour l’identification et le Boucha-à-Oreille vis-à-vis de l’organisation ?

International audienc

De la congruence de valeur à la marque employeur : Quelles conséquences pour l’identification et le Boucha-à-Oreille vis-à-vis de l’organisation ?

International audienc

Limiting negative effects of interruptions in commercial interaction by salespeople explanations : an abstract

International audienc