Ahmad Bilal, Liu Da, Irfan Muhammad, Álvarez-García José
School of Economics and Management, North China Electric Power University, Beijing, China.
School of Management and Economics, Beijing Institute of Technology, Beijing, China.
Front Psychol. 2022 Jul 29;13:909656. doi: 10.3389/fpsyg.2022.909656. eCollection 2022.
The service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesforce ambidexterity (service and sales interface), which eventually leads to emotional exhaustion service-related performance outcomes. We assess the proposed model using cross-sectional data of 321 Pakistani salespeople from B2B organizations and employ structural equation modeling for data analysis purposes. First, the study results show that behavior-based control has an inverse influence on salesforce ambidexterity. On the other hand, outcome-based control is positively associated with salesforce ambidexterity. In addition, salesforce ambidexterity is positively linked with emotional exhaustion. However, emotional exhaustion has a negative impact on both service innovation implementation and service recovery performance. Finally, the results demonstrate the significant and positive moderating influence of self-efficacy and customer demandingness between exogenous and endogenous constructs. The study is particularly important to B2B sales organizations struggling with the difficulties of salesforce ambidexterity and how they control their sales representatives.
服务-销售互动应在组织内部和外部保持一致，但许多公司并未从这种技巧中获益。根据资源守恒（COR）理论，当前研究调查了销售控制系统对销售队伍的二元性（服务与销售界面）的影响，这最终会导致与情绪耗竭相关的服务绩效结果。我们使用来自B2B组织的321名巴基斯坦销售人员的横截面数据评估所提出的模型，并采用结构方程模型进行数据分析。首先，研究结果表明，基于行为的控制对销售队伍的二元性有反向影响。另一方面，基于结果的控制与销售队伍的二元性呈正相关。此外，销售队伍的二元性与情绪耗竭呈正相关。然而，情绪耗竭对服务创新实施和服务恢复绩效都有负面影响。最后，结果表明自我效能感和客户需求在外生和内生构念之间具有显著的正向调节作用。该研究对于在销售队伍二元性及如何控制销售代表方面面临困难的B2B销售组织尤为重要。
