1,721,064 research outputs found
Customer knowledge creation capability and performance in sales teams
No full textDrawing on substitutes for leadership theory, this study examines the relationship between a sales team manager's empowering leadership and his or her sales team's customer knowledge creation capability. The authors develop and test a model that positions task interdependence, outcome interdependence, and their interactions as substitutes for empowering leadership. Further, the authors explore two perspectives of team-level performance-customer relationship performance and financial performance-as consequences of a sales team's customer knowledge creation capability. Using matched data collected from sales team managers and sales team members, the authors find general support for their hypotheses. The study finds that a sales manager's empowering leadership has a positive effect on a sales team's customer knowledge creation capability. However, the results also suggest that the positive effect of empowering leadership on a sales team's customer knowledge creation capability is mitigated when either outcome interdependence or both task and outcome interdependence are high. Further, as outcome interdependence and the interaction between task and outcome interdependence increases, a sales team's customer knowledge creation capability also increases, which suggests that outcome interdependence and the combination of task and outcome interdependence replaces the role of empowering leadership. The study also finds that the greater a sales team's customer knowledge creation capability is, the higher its customer relationship performance and sales team financial performance will be. Implications for customer knowledge creation in sales teams in the presence and absence of empowering leadership are discussed
When and how does sales team conflict affect sales team performance?
No full textDrawing on information processing theory, this study integrates the conflict and learning literatures to examine an under-examined area in sales research: When do sales team task and relationship conflicts influence sales team performance, and what is the underlying process by which this occurs? Although there is burgeoning interest in sales research at the team level, very few empirical studies have shed light on sales team dynamics such as conflict and how they impact sales team performance. This study attempts to address this gap by developing a mediated moderation model and finds that (a) task and relationship conflicts have negative impacts on sales team performance, (b) team information exchange and information interpretation/implementation mediate the negative relationship between task and relationship conflicts and sales team performance, and (c) task and relationship conflicts stifle sales team performance when the team makes little use of a collaborative conflict handling style because this interactive combination (task/relationship conflict-low collaborative conflict handling style) hinders team information exchange and interpretation/implementation. Implications for conflict management in sales teams are discussed
Frontline Employee Feedback-Seeking Behavior: How Is It Formed and When Does It Matter?
No full textThis research comprises two studies that extend the literature on the proactive behavior of feedback seeking. Study 1 uses cross-sectional data from frontline employees across 51 apparel stores to examine how feedback seeking is formed and under what conditions. The results suggest that the development of feedback-seeking behavior is contingent on a feedback-seeking climate and the relationship between an employee and his or her supervisor. Study 2 uses longitudinal data collected across three time periods from multiple respondents (i.e., frontline employees and managers) not only to replicate the findings from Study 1 but also to explore when feedback seeking matters. The findings reveal that managers should target employees who are less (vs. more) satisfied with their jobs because such employees perceive more instrumental value from feedback as a means to improve customer service and sales performance. The findings from this research provide insights that managers can use to increase feedback-seeking behavior from employees and effectively identify and manage the conditions under which feedback seeking will occur to greater or lesser degrees
Word of Mouth, Brand Loyalty, Acculturation and the Turkish Ethnic Minority Group in Germany
No full textThis paper sets out to provide an evaluation of population characteristics and historical trends for immigrant Turks within the mainstream German population with a view to informing target marketing strategies aimed at this growing and important segment. The intent of this project is to explore whether there is a difference between German consumers and consumers with Turkish ethnic background in Germany in the use of brand loyalty and word-of-mouth in the mobile phone purchasing process. Additionally, the article aimed to reveal if there is any difference among Turkish consumers in Germany due to acculturation levels in terms of brand loyalty and word-of-mouth behavior during the mobile phone purchasing phase. The study shows that ethnicity plays a significant role in the mobile phone purchasing decision regarding brand loyalty and word-of-mouth behaviors. The acculturation level is an important indicator of those behaviors. The findings showed that there is a difference between Turkish and German consumers in Germany in the use of brand loyalty. In addition, low acculturated Turkish consumers tend to use word-of-mouth more compared to high acculturated Turkish consumers
Analyzing the Brand Equity of Turkish Airlines Services: Comparing the Japanese and Turkish Perspectives
No full textThe main objective of this study is to empirically test a conceptual model of costumer brand equity. This study attempts to verify the determinants of brand equity of services based on consumers' perception of Turkish Airlines services. The conceptual framework of this study is based on customer-based brand equity, which includes brand loyalty, awareness, associations, perceived quality and other proprietary. This study attempts to evaluate the customer brand equity of Turkish Airline services in Turkey and Japan. 400 respondents were randomly selected and were asked their views through a structured questionnaire. This paper utilizes survey data obtained from 200 Turkish consumers who are living in Turkey and 200 Japanese consumers who are living in Japan. The findings suggest that when customers get attached emotionally to a brand (brand feeling) they go on to create strong associations with the brand. The quality of the services of a brand, its credibility, and its presence in the choice set of customers also lead to customers' strong associations with a brand. This study is one of the few researches conducted in comparing the Japanese and Turkish literature that explores thoroughly the purchasing behaviors of cross cultures in Turkish and Japanese consumers
Antecedents and Outcomes of Consumers’ Inward and Outward Environmental Attitudes: Evidence from Turkey
No full textAbstractEnvironmental issues have been an important concern for both academicians and practitioners for many decades. As a result of the increase in the number of problems related to environment, decline in the scarce resources, increased pollution etc. firms and consumers are paying more attention to environmental issues than ever before. In other words, they are becoming more and more ecologically conscious. This increased consciousness affects all of their daily activities including their purchases and consumer behavior. Focusing on this fact, this paper examines the antecedents and outcomes of consumers’ environmental attitudes. In this regard, the model proposed by Leonidou et al. (2010) was adapted to the Turkish context. This is important because although the importance of the subject, no such study has been conducted in Turkey before. Also this study differs from the original one. While adapting the model to the Turkish context two more antecedents that are supposed to be important for the Turkish culture were added to the model. This emphasizes the uniqueness of the study. The findings have important guidelines at the micro and the macro level for both companies and governments
The Effects of Personality Traits and Website Quality on Online Impulse Buying
No full textAbstractDepending on the improvements of information technology e-commerce and e-marketing have become very important concepts, making online shopping very popular. As a result of the proliferation of e-commerce and online shopping, “online impulse buying” has become an emerging phenomenon. Taking the lack of studies on online impulse buying into consideration this study is meant to contribute to this underdeveloped area. There are many factors effective on consumers’ impulse buying. A variety of studies focus on these factors in traditional retailing but rare studies examine the factors effective on online impulse buying. These factors can be internal or external in nature. This study examines the effects of personality traits (internal factor) and web site quality (external factor) on online impulse buying. In the study survey instrument was used as the data collection method. Questionnaires consisting of the items of validated scales (e.g. Five Factor Model) on the related subjects were distributed. Results of the study will shed light on the design of the web-sites and will be helpful for all e-commerce firms that want to increase the level of impulse buying of their customers
KİŞİLİK ÖZELLİKLERİ AÇISINDAN FİYAT DUYARLILIĞININ YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ
No full textThe aim of the study is to determine the effect of price sensitivity on the intention of repurchasing in termsof personality characteristics, and also investigate the extent to which personality characteristics affect pricesensitivity. Accordingly, the research was carried out in line with these objectives. In our research, pricesensitivity, personality traits, socio-demographic characteristics and intention to repurchase were examinedwithin the scope of marketing. The research was conducted on 519 consumers who consume soft drinks inTurkey. In the study, it was found out that price sensitivity differs from personality traits only withNeuroticism, Extraversion and Agreeableness dimensions. Furthermore, it was a variable income level, whichvaried according to the socio-demographic characteristics of the participants and the price sensitivity. Whenthe literature is examined, it is possible that this research is beneficial to practitioners and it contributes tothe academic literature, since there are few studies on the topic.Çalışmanın amacı, kişilik özellikleri açısından fiyat duyarlılığının yeniden satın alma niyetine olan etkisini
belirlemek ve kişilik özelliklerinin fiyat duyarlılığı üzerindeki etkisini incelemektir. Bu bağlamda araştırma bu
amaçlar doğrultusunda yürütülmüştür. Araştırmamızda fiyat duyarlılığı, kişilik özellikleri, sosyo-demografik
özellikler ve yeniden satın alma niyeti pazarlama kapsamında incelenmiştir. Araştırma, Türkiye'de alkolsüz
içecek tüketen 519 tüketici üzerinde gerçekleştirilmiştir. Çalışmada, fiyat duyarlılığının kişilik özellikleri
arasında Duygusal Dengesizlik, Dışadönüklük ve Uyumluluk değişkenleri ile farklılık gösterdiği saptanmıştır.
Ayrıca, sosyo-demografik özellikleri açısından katılımcıların yalnızca gelir seviyesine göre fiyat duyarlılığına
göre farklılık gösterdiği bulunmuştur. Literatür incelendiğinde, bu araştırmanın uygulayıcılara faydalı olması
ve akademik literatüre katkı sağlayacağını söylemek mümkündür, çünkü konuyla ilgili az çalışma
bulunmaktadır
论冲突解决作为客户不文明行为和服务绩效之间的中间变量
No full textThe customer incivility literature has primarily focused on emotional exhaustion and burnout as emotion-focused mediators that channel the effect of customer incivility. Drawing on conservation of resources (COR) theory, the current research proposes a new problem-solving-focused mediator, namely, conflict-solving behavior. The authors test the mediating role of conflict-solving behavior between customer incivility and customer service performance while controlling for emotional exhaustion and employee incivility as parallel mediation mechanisms. The results from three studies provide strong support for a negative relationship between customer incivility and conflict-solving behavior and for conflict-solving behavior as a full mediator between customer incivility and customer service performance. Furthermore, the negative effect of customer incivility on conflict-solving behavior is mitigated when customer service employees are promotion-focused and as investment in customer relationship building increases. The findings extend the scope and generalizability of customer incivility research from the business-to-customer to the business-to-business context. Managerial implications for employee training and hiring as well as the importance of cultivating customer relationships as a buffer to dampen the effect of customer incivility are discussed.客户不文明行为的相关文献主要将情绪相关变量作为解释客户不
文明行为的影响的中间变量，例如情绪衰竭和过度疲劳。本文借
鉴资源保存理论（COR），提出了一种新的以问题为中心的中间
变量，即冲突解决行为。作者测试了冲突解决作为影响在客户不
文明和客户服务绩效之间的中间变量作用，同时控制了情绪衰竭
和员工不文明作为平行中间变量。三项研究结果均有力地支持了
客户不文明行为与冲突解决行为之间的负向关系，同时表明了冲
突解决行为是客户不文明行为与客户服务绩效之间的完全中间变 量。另外，当客户服务员工是专注促销的时候，以及对建立客户
关系的投资增加的时候，客户不文明行为对于冲突解决的负面影
响将会得到减少。研究结果将客户不文明行为研究的范围和普适
性从企业对消费者（B2C）扩展到企业对企业（B2B）的商业环
境。本研究在对管理者的启示部分也讨论了员工培训和招聘以及
培养客户关系的重要性作为抑制客户不文明影响的缓冲作用
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