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Empathy, Nonverbal Immediacy, And Salesperson Performance: The Mediating Role Of Adaptive Selling Behavior, Yam Limbu, C Jayachandran, Barry J. Babin, Robin T. Peterson
Empathy, Nonverbal Immediacy, And Salesperson Performance: The Mediating Role Of Adaptive Selling Behavior, Yam Limbu, C Jayachandran, Barry J. Babin, Robin T. Peterson
Department of Marketing Faculty Scholarship and Creative Works
Purpose: Previous studies that examined the role of empathy and nonverbal immediacy on business-to-business (B2B) salesperson performance is limited in scope and yielded inconclusive evidence. Grounded in Plank and Greene’s (1996) framework of salesperson effectiveness, this paper aims to empirically investigate the mediating role of adaptive selling behavior through which empathy and nonverbal immediacy influence sales force performance and the form of empathy (cognitive or affective) that has the most beneficial role in improving relationship (versus outcome) salesperson performance. Design/methodology/approach: Using cross-sectional data that were collected from 422 pharmaceutical sales representatives, this study used structural equation modeling to test the …
Does Information And Communication Technology Improve Job Satisfaction? The Moderating Role Of Sales Technology Orientation, Yam Limbu, C Jayachandran, Barry J. Babin
Does Information And Communication Technology Improve Job Satisfaction? The Moderating Role Of Sales Technology Orientation, Yam Limbu, C Jayachandran, Barry J. Babin
Department of Marketing Faculty Scholarship and Creative Works
Empirical research concerning the role of information and communication technology (ICT) in shaping business-to-business salesforce job satisfaction remains relatively scarce. The authors propose and empirically test a causal model that theoretically represents structural relationships among factors comprising ICT and eventual salesperson job satisfaction. Study results indicate that ICT indirectly influences job satisfaction through salesforce administrative performance. While ICT infrastructure, training, and support positively relate to administrative performance, none of them influence outcome performance significantly. In addition, salesperson technology orientation moderates the effect of both ICT infrastructure and support on job satisfaction. Managerial insights and implications from the research are discussed.