将人与工作的契合度和内在动机与销售人员的服务创新行为联系起来

IF 3.8 4区管理学 Q2 BUSINESS

Journal of Services Marketing Pub Date : 2023-10-09 DOI:10.1108/jsm-04-2023-0154

Zaid Oqla Alqhaiwi, Tamer Koburtay, Osman M. Karatepe

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引用次数: 1

摘要

目的借鉴资源守恒理论和监管契合理论，提出并检验销售人员服务创新行为的有调节中介模型。假设的联系是基于从大型多品牌零售公司的销售人员及其主管那里收集的时间滞后和多个来源的数据来衡量的。发现上述假设关系得到证实，本文提出的有调节的中介模型成立。结果表明，人职契合度对销售人员服务创新行为有促进作用，而内在动机在二者之间起中介作用。促销焦点强化了P-J契合对销售人员INTMOT的正向影响。更重要的是，晋升焦点通过INTMOT调节了P-J契合与服务创新行为之间的间接正相关。原创性/价值本研究通过INTMOT评估促销焦点对销售人员P-J契合度对服务创新行为影响的调节作用，增强了现有知识。据作者所知，目前还没有成熟的研究检验上述销售文献中的联系。

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Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior

Purpose Drawing from conservation of resources (COR) and regulatory fit theories, this paper aims to propose and examine moderated mediation model of service innovative behavior among salespeople. Design/methodology/approach The hypothesized links were gauged based on time-lagged and multiple sources of data collected from salespeople and their supervisors in a large-scale multi-brand retail firm. Findings The hypothesized relationships were confirmed, and the moderated mediation model proposed in this paper was viable. Results suggest that person–job (P-J) fit boosts salespeople’s service innovative behavior, and intrinsic motivation (INTMOT) mediates this relationship. Promotion focus strengthens the positive influence of P-J fit on salespeople’s INTMOT. More importantly, promotion focus moderates the indirect positive link between P-J fit and service innovative behavior through INTMOT. Originality/value This research enhances the current knowledge by assessing promotion focus as a moderator of the impact of P-J fit on service innovative behavior via INTMOT among salespeople. To the best of the authors’ knowledge, there is no established research examining the abovementioned links in the sales literature.

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.