Do sales control systems affect service–sales ambidexterity and salesperson performance? A job demands–resources perspective

Makoto Fujii

Journal of Retailing and Consumer Services, 2024, vol. 77, issue C

Abstract: This study investigated the moderating effect of leadership humility on the relationship between sales control systems and service-sales ambidexterity (SSA), and the mediating effect of SSA on the relationship between sales control systems and salesperson performance. A two-wave online survey was conducted among Japanese salespeople working in the finance and insurance industry. SSA was found to mediate the positive relationship between process control and salesperson performance, while leadership humility reinforced the positive relationship between process control and SSA. These results indicate that process control positively affects salesperson performance through SSA and works well when leadership humility is high.

Keywords: Output control; Process control; Service-sales ambidexterity; Leadership humility; Salesperson performance; Job demands-resources model (search for similar items in EconPapers)
Date: 2024
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923003910

DOI: 10.1016/j.jretconser.2023.103640

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