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Full-Text Articles in Business
The Proactive Behavior Of Younger Salespeople: Antecedents And Outcomes, Michael Mallin, Charles Ragland, Todd A. Finkle
The Proactive Behavior Of Younger Salespeople: Antecedents And Outcomes, Michael Mallin, Charles Ragland, Todd A. Finkle
Todd A Finkle
The purpose of this study is to model and test some of the antecedents (individual characteristics) and outcomes (selling performance) of proactive behavior among younger salespeople. Using social cognitive theory agency perspective, we extend the existing proactive behavior literature into the sales domain. We sampled 278 industrial salespeople and tested a model to confirm that younger salespeople tend to engage in proactive behaviors when they are intrinsically motivated, confident in the tasks of selling, and willing to take risks. Proactive behavior, in turn, resulted in our salesperson sample demonstrating high levels of behavior performance and job involvement. Our findings may …
Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose
Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose
Todd A Finkle
Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study …