How and when do the ambidextrous frontline sales employees achieve superior sales performance?

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-05-09 DOI:10.1108/jstp-09-2021-0194

K. Sok, Devin Bin, P. Sok

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引用次数: 3

Abstract

PurposeBusiness-to-business (B2B) firms increasingly have a need for frontline sales employees who can both sell and service customer account, a task known as sales-service ambidexterity which may pose significant challenges to frontline sales employees. Thus, the purpose of this paper is to show that one has to be cognizant of the potential negative consequences brought about requiring frontline sales employees to engage in sales-service ambidexterity and find a way to mitigate such negative consequences.Design/methodology/approachThe multisource data for this study was collected from frontline sales employees and their respective supervisors working across multiple B2B pharmaceutical companies in a Southeast Asian country. The data were analyzed using Statistical Package for the Social Sciences (SPSS) and PROCESS Macro.FindingsThe results reveal a negative indirect effect of sales-service ambidexterity sales performance through role overload. This negative indirect effect is fully neutralized when information exchange is high but not when it is low.Originality/valueThis study underscores the importance of not only the negative consequence of sales-service ambidexterity but also offers insights into how this negative consequence is neutralized so that sales performance is maximized.

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如何以及何时，双手灵巧的一线销售员工实现卓越的销售业绩?

目的企业对企业(B2B)公司越来越需要既能销售又能服务客户账户的一线销售员工，这一任务被称为销售-服务双重性，这可能对一线销售员工构成重大挑战。因此，本文的目的是表明，人们必须认识到潜在的负面后果所带来的要求一线销售员工从事销售服务双灵巧性，并找到一种方法来减轻这种负面后果。设计/方法/方法本研究的多源数据收集自东南亚国家多家B2B制药公司的一线销售员工及其各自的主管。使用SPSS软件和PROCESS Macro软件对数据进行分析。研究结果表明，销售-服务双重性通过角色过载对销售绩效产生负向的间接影响。当信息交换高时，这种消极的间接影响被完全中和，而当信息交换低时则不然。原创性/价值这项研究不仅强调了销售-服务双重性的负面影响的重要性，而且还提供了如何消除这种负面影响以使销售业绩最大化的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.