Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations
The service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesfo...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2022-07-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.909656/full |
| _version_ | 1818017269952806912 |
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| author | Bilal Ahmad Da Liu Muhammad Irfan Muhammad Irfan Muhammad Irfan José Álvarez-García |
| author_facet | Bilal Ahmad Da Liu Muhammad Irfan Muhammad Irfan Muhammad Irfan José Álvarez-García |
| author_sort | Bilal Ahmad |
| collection | DOAJ |
| description | The service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesforce ambidexterity (service and sales interface), which eventually leads to emotional exhaustion service-related performance outcomes. We assess the proposed model using cross-sectional data of 321 Pakistani salespeople from B2B organizations and employ structural equation modeling for data analysis purposes. First, the study results show that behavior-based control has an inverse influence on salesforce ambidexterity. On the other hand, outcome-based control is positively associated with salesforce ambidexterity. In addition, salesforce ambidexterity is positively linked with emotional exhaustion. However, emotional exhaustion has a negative impact on both service innovation implementation and service recovery performance. Finally, the results demonstrate the significant and positive moderating influence of self-efficacy and customer demandingness between exogenous and endogenous constructs. The study is particularly important to B2B sales organizations struggling with the difficulties of salesforce ambidexterity and how they control their sales representatives. |
| first_indexed | 2024-04-14T07:25:01Z |
| format | Article |
| id | doaj.art-e339242e28344859add596dd97d930ac |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-04-14T07:25:01Z |
| publishDate | 2022-07-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-e339242e28344859add596dd97d930ac2022-12-22T02:06:03ZengFrontiers Media S.A.Frontiers in Psychology1664-10782022-07-011310.3389/fpsyg.2022.909656909656Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizationsBilal Ahmad0Da Liu1Muhammad Irfan2Muhammad Irfan3Muhammad Irfan4José Álvarez-García5School of Economics and Management, North China Electric Power University, Beijing, ChinaSchool of Economics and Management, North China Electric Power University, Beijing, ChinaSchool of Management and Economics, Beijing Institute of Technology, Beijing, ChinaCenter for Energy and Environmental Policy Research, Beijing Institute of Technology, Beijing, ChinaDepartment of Business Administration, Ilma University, Karachi, PakistanDepartamento de Economía Financiera y Contabilidad, Instituto Universitario de Investigación para el Desarrollo Territorial Sostenible (INTERRA), Universidad de Extremadura, Cáceres, SpainThe service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesforce ambidexterity (service and sales interface), which eventually leads to emotional exhaustion service-related performance outcomes. We assess the proposed model using cross-sectional data of 321 Pakistani salespeople from B2B organizations and employ structural equation modeling for data analysis purposes. First, the study results show that behavior-based control has an inverse influence on salesforce ambidexterity. On the other hand, outcome-based control is positively associated with salesforce ambidexterity. In addition, salesforce ambidexterity is positively linked with emotional exhaustion. However, emotional exhaustion has a negative impact on both service innovation implementation and service recovery performance. Finally, the results demonstrate the significant and positive moderating influence of self-efficacy and customer demandingness between exogenous and endogenous constructs. The study is particularly important to B2B sales organizations struggling with the difficulties of salesforce ambidexterity and how they control their sales representatives.https://www.frontiersin.org/articles/10.3389/fpsyg.2022.909656/fullsalesforce control systememotional exhaustionsalesforce ambidexterityservice-related performanceself-efficacycustomer demandingness |
| spellingShingle | Bilal Ahmad Da Liu Muhammad Irfan Muhammad Irfan Muhammad Irfan José Álvarez-García Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations Frontiers in Psychology salesforce control system emotional exhaustion salesforce ambidexterity service-related performance self-efficacy customer demandingness |
| title | Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations |
| title_full | Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations |
| title_fullStr | Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations |
| title_full_unstemmed | Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations |
| title_short | Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations |
| title_sort | unleashing the mechanism among salesforce control system salesforce ambidexterity and emotional exhaustion to enhance the competitive advantage of organizations |
| topic | salesforce control system emotional exhaustion salesforce ambidexterity service-related performance self-efficacy customer demandingness |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.909656/full |
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