Selling relationship quality to increase salesperson performance in the pharmacy industry

Ida Bagus Nyoman Udayana, Naili Farida and Elia Ardyan

International Journal of Services and Operations Management, 2019, vol. 33, issue 2, 262-285

Abstract: The success of a salesperson's performance is determined by several factors. However, the factors influencing the success are still debatable. This study involved 259 salespeople by distributing 350 questionnaires. A random sample technique was applied in the study. The collected data were analysed using: non-response bias, Amos 21.0 and Sobel test. The results of the study show that the adaptive selling does not have a direct effect on the salesperson performance, but it has a significant indirect positive effect on the selling relationship quality. The customer orientation and the learning orientation have a significant positive effect on the selling relationship quality and the salesperson performance. Additionally, limitations of the study and areas for future research are presented in this paper.

Keywords: pharmacy industry; adaptive selling; selling relationship quality; salesperson performance; customer orientation; learning orientation; customer networking; customer relationship; resources; customer respon capability; services. (search for similar items in EconPapers)
Date: 2019
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