Search results

1 – 10 of over 19000
Article
Publication date: 7 August 2017

Colin B. Gabler, Raj Agnihotri and Omar S. Itani

The purpose of this paper is to investigate guilt proneness as a prosocial salesperson trait and its impact on outcomes important to the firm, the customer as well as the…

Abstract

Purpose

The purpose of this paper is to investigate guilt proneness as a prosocial salesperson trait and its impact on outcomes important to the firm, the customer as well as the salesperson. Specifically, the authors look at how this variable relates to job effort and the indirect effects on customer satisfaction. The corollary purpose is to uncover how managers influence these constructs through positive outcome feedback.

Design/methodology/approach

Prosocial motivation theory grounds the conceptual model which the authors test through survey implementation. The final sample consisted of 129 business-to-business (B2B) salespeople working across multiple industries in India. Latent moderated structural equation modeling was utilized to test the proposed model.

Findings

The results suggest that guilt proneness positively influences the likelihood that a salesperson adopts a relational orientation, which has a direct effect on individual effort and an indirect effect on customer satisfaction. Supervisors have the ability to amplify this effort through positive outcome feedback, but only when relational orientation is low. Their support had no effect on salespeople with a high relational orientation.

Originality/value

The study is unique in that it combines an overlooked prosocial trait with a B2B Indian dataset. We provide value for firms because our results show that guilt-prone salespeople put more effort into their job – ”something universally desirable among sales managers” – through the development of a relational orientation. The authors also give practical implications on how to support salespeople given their level of relational orientation.

Details

Journal of Business & Industrial Marketing, vol. 32 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 1 March 2011

Branco Ponomariov and Gordon Kingsley

This paper explores changes in the attitudes of managers at a state transportation agency towards working with professional service consultants over time. The development…

Abstract

This paper explores changes in the attitudes of managers at a state transportation agency towards working with professional service consultants over time. The development of a relational orientation amongst agency managers is explored, i.e. managerial styles recognizing greater interdependence and emphasizing trust, partnership and collaboration over formal procedures and monitoring. Case studies of two points in time (2003 and 2007) are presented using semi-structured interviews and survey data. The evidence demonstrates growing patterns of interdependence and the structural and procedural adaptations made by the agency. Corresponding difference in means tests demonstrate patterns of change in relational orientation over time.

Details

Journal of Public Procurement, vol. 11 no. 3
Type: Research Article
ISSN: 1535-0118

Article
Publication date: 5 October 2012

Geoffrey T. Stewart, Zach G. Zacharia and Andrew B. Artis

This study seeks to: empirically measure relationship orientation along a continuum from operation to strategic; evaluate the impact of relationship orientation on the…

Abstract

Purpose

This study seeks to: empirically measure relationship orientation along a continuum from operation to strategic; evaluate the impact of relationship orientation on the actual activities implemented within the relationship; and determine the impact of these relational activities on relationship effectiveness and business performance.

Design/methodology/approach

A survey research design following the total design method was used to collect the data. Multi‐item measures were developed to measure relationship orientation and relational activities while existing scales were used to measure competitive intensity and relationship outcomes. The study sampled purchasing managers and the unit of analysis in this research was the business relationship between a buying firm and supplier firm.

Findings

This study provides evidence that relationship orientation has a direct and positive influence on the manner in which buying firms execute relationships with supplier organizations. Additionally, the findings suggest firms with a strategic orientation would have a greater likelihood to implement the relationship in terms of utilization of interorganizational guidelines and resource commitment. Similarly, firms that have a more operational orientation would likely not expend as much effort in relationship implementation. Finally, the study demonstrates a positive relationship between the activities used in buyer‐supplier interaction and both relationship effectiveness and business performance.

Originality/value

This paper contributes to the understanding of relationship orientation and in particular on how variation in relationship orientation impacts the nature of relational activities deployed in buyer‐supplier interaction.

Details

Journal of Business & Industrial Marketing, vol. 27 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 28 August 2020

Millissa Fung Yi Cheung and Wai Ming To

This study aims to use the framework of customer dominant logic to explore the mediating role of service co-creation on the relationships between customer involvement and…

Abstract

Purpose

This study aims to use the framework of customer dominant logic to explore the mediating role of service co-creation on the relationships between customer involvement and perceived service performance and between customer involvement and word-of-mouth (WOM). It also investigates the moderating role of customer relational-motivational orientation on the relationship between customer involvement and service co-creation.

Design/methodology/approach

A questionnaire survey was conducted to collect responses from 289 Hong Kong's customers in different service settings. Structural equation modeling was used to test the proposed research model.

Findings

The results of structural equation modeling showed that the freedom of co-creation and the degree of collaboration fully mediated the effect of customer involvement on perceived service performance and WOM. Additionally, relational-motivational orientation moderated the relationships between customer involvement and the freedom of co-creation and between customer involvement and the degree of collaboration.

Practical implications

This research provides implications to managers on how to facilitate an environment that stimulates customer co-creation. Customer-contact employees must be trained with the necessary interpersonal skills to serve customers with different levels of relational-motivational orientation.

Originality/value

The study is one of the first to identify customer involvement as a key antecedent of service co-creation attributes and the moderating role of relational-motivational orientation on the relationships between customer involvement and service co-creation attributes.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 33 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 30 June 2020

Lucy Sojung Lee and Weiguo Zhong

This paper aims to investigate the importance and prevalence of Guanxi in business interactions in network-based societies such as China, few studies have the phenomenon…

Abstract

Purpose

This paper aims to investigate the importance and prevalence of Guanxi in business interactions in network-based societies such as China, few studies have the phenomenon from a dyadic view. In a business dyad, one partner may not value Guanxi and take it as a template for actions as the other does.

Design/methodology/approach

The authors propose that such collective and asymmetric Guanxi orientation influence both the creation and distribution of relational rent in a Guanxi dyad. Furthermore, relationship-specific investments (RSIs) moderate the relationship between dyadic Guanxi orientation and relational rent creation and distribution.

Findings

Based on a matched sample of supplier-buyer dyads in China, the authors find that joint Guanxi orientation is positively related to joint pie creation, whereas Guanxi orientation imbalance has a positive effect on the pie distribution imbalance.

Originality/value

These results contribute to the literature by revealing how dyadic Guanxi dynamics and practices affect dyadic performance and providing managers with meaningful implications for dyadic Guanxi management.

Details

Chinese Management Studies, vol. 15 no. 1
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 4 February 2019

Ulf Blossing and Mette Liljenberg

The purpose of this paper is to contribute to the understanding of Swedish school leaders’ relational and management work orientation, in terms of both techno and socio…

Abstract

Purpose

The purpose of this paper is to contribute to the understanding of Swedish school leaders’ relational and management work orientation, in terms of both techno and socio structure dimensions. The background is the neoliberal policy regime, underpinned by OECD and PISA, and an increased focus on school leaders’ management work.

Design/methodology/approach

In total, 26 school leaders in a Swedish municipality were interviewed, and their responses were analysed to score their expressed orientations in terms of techno structure (object and formal) and socio structure (person and symbolic) dimensions.

Findings

The school leaders had predominantly formal work orientations, expressed in comments about organising teams, scheduling teacher meetings, shaping working routines in meetings, making plans and (in some cases) creating an infrastructure. Scores for object (goal and result) and symbolic dimensions of their management orientation were low.

Practical implications

The results suggest a need to increase Swedish school leaders’ attention to object aspects, and both person and symbolic aspects of the formal or organising dimension, of their work. They also indicate the importance of establishing and communicating core symbols in compulsory schooling, like democracy and equity, to avoid external accountability pressures instrumentally shaping schools’ management.

Originality/value

In contrast to previous research, the analysis indicates that Swedish school leaders have a predominantly formal and organising work orientation, frequently with little clear goal and results orientation, or attention to professional needs and motivations of the teachers (important aspects of person orientation).

Details

International Journal of Educational Management, vol. 33 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 8 March 2013

Lars Meyer‐Waarden, Christophe Benavent and Herbert Castéran

This article aims to dwell on theoretical, managerial, and empirical knowledge to improve loyalty programme efficiency. Its intention is to try to understand how economic…

6393

Abstract

Purpose

This article aims to dwell on theoretical, managerial, and empirical knowledge to improve loyalty programme efficiency. Its intention is to try to understand how economic, hedonist, relational, convenience, informational rewards enhance or undermine customers' perceived programme benefits as well as subsequently loyalty according to individual shopping orientations (economical, hedonist, social‐relational, apathetic, brand/loyal).

Design/methodology/approach

The research uses self‐determination theory (SDT) and purchase orientations to classify types of rewards in terms of their effect on perceived programme benefits and loyalty. Scales are developed through exploratory and confirmatory factor analysis. To validate the hypotheses, surveys in two retail chains (grocery/perfumery) are used. Structural equation modelling confirms the research model.

Findings

Perceived benefits and loyalty vary according to purchase orientations, in line with the SDT. Intrinsic (extrinsic) rewards motivate customers to act to obtain a benefit within (apart from) the target of their purchase orientation and influences loyalty positively (have low impact on loyalty).

Research limitations/implications

Further testing of reward types, in(ex)trinsic motivation, across multiple contexts is necessary for validity enhancement as it remains challenging to categorize purchase orientations and rewards. It is necessary to precisely define the degree of the relationship among an intrinsic purchase orientation and perceived loyalty programmes' benefits as orientations might be multidimensional.

Practical implications

Differentiation through tailored rewards is necessary in markets with strong competition to appeal to different segments. Differentiation could be achieved through nonmonetary benefits. The principal role of loyalty programmes should be to identify and segment customers as a means to improve resource allocations.

Originality/value

This is one of the pioneer articles in the use of SDT in marketing research. SDT provides a multi‐benefit framework which identifies the different (non‐) monetary rewards customers may value (in)extrinsically when participating in loyalty programmes. The development of scales which focus on rewards and the impact of purchase orientations on loyalty programmes' perceived benefits is another contribution.

Details

International Journal of Retail & Distribution Management, vol. 41 no. 3
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 3 November 2014

Reham Eltantawy, Larry Giunipero and Robert Handfield

Recently, focus in strategic sourcing (SS) has shifted from the exchange of tangible goods toward the exchange of intangibles, such as specialized skills, knowledge, and…

5713

Abstract

Purpose

Recently, focus in strategic sourcing (SS) has shifted from the exchange of tangible goods toward the exchange of intangibles, such as specialized skills, knowledge, and processes. The purpose of this paper is to aim to delineate the domain of, and operationally test, strategic sourcing orientation (SSO); a management philosophy directed at identifying and meeting the needs and goals of SS.

Design/methodology/approach

Using a mixed-methods research design and underpinned by a service dominant logic (SDL) inspired resource-based view (RBV), the authors first use the qualitative input of 41 top sourcing executives in four focus groups to derive four first-order “orientations” (learning, performance, planning, and relational-process) that were found to reflect SSO. Second, the authors propose a theoretically grounded operationalization of SSO derived from the qualitative data and extant literature. A sample of 174 top sourcing executives was used to test the proposed SSO and its impact on SS reputation, supplier management, and performance outcomes.

Findings

The results indicate strong support for the theorized SSO and its impact on SS reputation and supplier management, and, consequently, on performance outcomes.

Originality/value

While many firms encourage a culture to enable SS to realize enhanced performance, research has failed to provide a holistic account of this orientation. This study employs a mixed-methods research design to conceptualize and operationalize such orientation.

Details

International Journal of Physical Distribution & Logistics Management, vol. 44 no. 10
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 3 July 2017

Albertina Paula Monteiro, Ana Maria Soares and Orlando Lima Rua

This research draws upon the resource-based view and the dynamic capabilities view’s premise that a firm’s resources and capabilities determine competitive advantage…

1415

Abstract

Purpose

This research draws upon the resource-based view and the dynamic capabilities view’s premise that a firm’s resources and capabilities determine competitive advantage. Specifically, the purpose of this paper is to develop and test a model entailing simultaneously the impact of intangible resources; and dynamic capabilities and entrepreneurial orientation on export performance.

Design/methodology/approach

Therefore, the authors developed a study based on a survey of 265 Portuguese exporting companies. Data were submitted to a multivariate statistical analysis and a linear regression model was applied in order to predict the influence of the intangible resources on export performance. The structural equations model was used for this purpose.

Findings

The results show that export performance is directly impacted by dynamic capabilities and entrepreneurial orientation. However, intangible resources do not have a significant direct impact on entrepreneurial orientation; they do have an indirect effect through the mediation of dynamic capabilities. These findings highlight the catalyst role of dynamic capabilities and entrepreneurial orientation, leveraging the role of intangible resources as antecedents of export performance. These findings are valuable inputs for exporting managers and public entities.

Originality/value

While previous authors have attempted to analyse certain aspects of this process (linkage between intangible resources and export performance), this research developed a framework that combines these ones with entrepreneurial orientation and dynamic capabilities.

Details

Baltic Journal of Management, vol. 12 no. 3
Type: Research Article
ISSN: 1746-5265

Keywords

Article
Publication date: 1 July 2004

Chun‐ju Flora Hung

This study of multinational companies in China focuses on the role culture plays in relationship cultivation. The author interviewed 40 participants from 36 multinational…

3269

Abstract

This study of multinational companies in China focuses on the role culture plays in relationship cultivation. The author interviewed 40 participants from 36 multinational companies in China. The findings revealed that characteristics of Chinese culture, such as family orientation, guanxi, relational orientation (role formalisation, relational interdependence, face, favour, relational harmony, relational fatalism and relational determination) had an influence on multinational companies’ relationship cultivation strategies. Multinationals from Western countries were found, however, to be more persistent in maintaining their own cultural values in relationship building than multinational companies from Asian countries.

Details

Journal of Communication Management, vol. 8 no. 3
Type: Research Article
ISSN: 1363-254X

Keywords

1 – 10 of over 19000