It's a Matter of Congruence: How Interpersonal Identification between Sales Managers and Salespersons Shapes Sales Success


Ahearne, Michael ; Haumann, Till ; Kraus, Florian ; Wieseke, Jan



DOI: https://doi.org/10.1007/s11747-013-0333-x
URL: http://link.springer.com/article/10.1007%2Fs11747-...
Dokumenttyp: Zeitschriftenartikel
Erscheinungsjahr: 2013
Titel einer Zeitschrift oder einer Reihe: Journal of the Academy of Marketing Science
Band/Volume: 41
Heft/Issue: 6
Seitenbereich: 625-648
Ort der Veröffentlichung: New York, NY
Verlag: Springer Science + Business Media LLC
ISSN: 0092-0703 , 1552-7824
Sprache der Veröffentlichung: Englisch
Einrichtung: Fakultät für Betriebswirtschaftslehre > Dr. Werner Jackstädt Stiftungslehrstuhl für Sales & Services Marketing (Kraus 2011-)
Fachgebiet: 330 Wirtschaft
Abstract: In recent years, marketing research and practice have recognized the importance of managing frontline employees' identification. However, investigations so far have focused on identification at the collective level of the self, such as organizational identification, thereby largely neglecting important interpersonal identification processes at the relational level. Using a large-scale data set comprising information from sales managers and salespeople as well as company data on customer satisfaction and sales performance, the authors make a first attempt to address this neglect by exploring important phenomena of interpersonal identification in the sales manager-salesperson dyad. Results show that initial increases in the level of identification congruence between sales managers and their respective salespeople yield positive incremental effects on sales performance and customer satisfaction. Findings also show that interpersonal over-identification and identification incongruence are negatively related to both outcomes. Results demonstrate how sales managers could mitigate these negative effects.




Dieser Eintrag ist Teil der Universitätsbibliographie.




Metadaten-Export


Zitation


+ Suche Autoren in

+ Aufruf-Statistik

Aufrufe im letzten Jahr

Detaillierte Angaben



Sie haben einen Fehler gefunden? Teilen Sie uns Ihren Korrekturwunsch bitte hier mit: E-Mail


Actions (login required)

Eintrag anzeigen Eintrag anzeigen