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

Document Type: Article
Year of publication: 2013
The title of a journal, publication series: Journal of the Academy of Marketing Science
Volume: 41
Issue number: 6
Page range: 625-648
Place of publication: New York, NY
Publishing house: Springer Science + Business Media LLC
ISSN: 0092-0703 , 1552-7824
Publication language: English
Institution: Business School > Dr. Werner Jackstädt Stiftungslehrstuhl für Sales & Services Marketing (Kraus 2011-)
Subject: 330 Economics
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.

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