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Exploring the determinants and consequences of salesperson market orientation behavior: An empirical study in the financial service industry

Yen-Chun Chen (Department of International Business Administration, Chinese Culture University, Taipei, Taiwan)
Adriana Amaya Rivas (ESPAE Graduate School of Management, Escuela Superior Politecnica del Litoral, Guayaquil, Ecuador)
Wann-Yih Wu (Department of Business Administration, Nanhua University, Chiayi City, Taiwan)

Journal of Service Theory and Practice

ISSN: 2055-6225

Article publication date: 9 October 2017

Issue publication date: 6 March 2018

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Abstract

Purpose

While the importance of salesperson market orientation behavior (SMOB) is widely acknowledged, as evidenced by the increasing research attention this concept is receiving, discussion of its antecedents and consequences in the literature remains limited. The purpose of this paper is to focus on the antecedents of SMOB and the underlying process through which it influences sales performance.

Design/methodology/approach

A causal model was developed to analyze the antecedents and consequences of SMOB. This proposed model and various hypotheses were tested using data obtained from a sample of 264 salespeople in the Taiwanese financial services industry.

Findings

The learning orientation and behavioral controls of salespeople positively influence SMOB. In addition, SMOB plays a critical role in improving two types of “working-smart” behaviors (i.e., sales planning and adaptive selling), thereby achieving better sales performance.

Originality/value

This report sheds light on the importance of SMOB in today’s personal sales environment and uncovers the underlying mechanisms through which SMOB contributes to sales performance. It also offers specific guidelines for the assessment and management of SMOB to enhance the performance of salespeople within the financial services industry.

Keywords

Acknowledgements

This work was partially funded by the Ministry of Science and Technology of Taiwan, under grant number of MOST 102-2410-H-034-036.

Citation

Chen, Y.-C., Rivas, A.A. and Wu, W.-Y. (2018), "Exploring the determinants and consequences of salesperson market orientation behavior: An empirical study in the financial service industry", Journal of Service Theory and Practice, Vol. 28 No. 2, pp. 170-195. https://doi.org/10.1108/JSTP-02-2016-0035

Publisher

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Emerald Publishing Limited

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