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Exploring the effects of different reward programs on in‐role and extra‐role performance of retail sales associates

Jo En Yap (School of Economics, RMIT University, Melbourne, Australia)
Liliana L. Bove (Department of Management and Marketing, University of Melbourne, Parkville, Australia)
Michael B. Beverland (School of Economics, RMIT University, Melbourne, Australia)

Qualitative Market Research

ISSN: 1352-2752

Article publication date: 12 June 2009

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Abstract

Purpose

The purpose of this paper is to explore the effects of different reward programs on in‐role and extra‐role behaviour; and to investigate whether specific reward programs can be designed to enhance both in‐role and extra‐role behaviour simultaneously.

Design/methodology/approach

Semi‐structured in‐depth interviews were conducted on a total of 11 employees from four different fashion retail outlets. Informants consisted of employees from different positions within these organizations (i.e. store manager, assistant store manager and sales associates) to provide researchers with possibly differing viewpoints. Interviews were content analysed and classified, according to emerging themes.

Findings

Certain reward programs, namely individual and group financial incentives motivated sales associates to engage in both in‐role and extra‐role behaviour simultaneously. Further, compared to formal recognition programs, informal reward programs (individual financial incentives, individual social recognition and group social recognition) appeared to be more effective in motivating sales associates to enhance their in‐role and extra‐role performance.

Originality/value

This paper contributes to a better understanding of the effects of different reward programs and their administration on in‐role and extra‐role performance of retail sales associates.

Keywords

Citation

En Yap, J., Bove, L.L. and Beverland, M.B. (2009), "Exploring the effects of different reward programs on in‐role and extra‐role performance of retail sales associates", Qualitative Market Research, Vol. 12 No. 3, pp. 279-294. https://doi.org/10.1108/13522750910963809

Publisher

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Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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