Eric G. Harris

Getting the Job Done: The Moderating Role of Initiative on the Relationship Between Intrinsic Motivation and Adaptive Selling

This study explores why salespeople with equal intrinsic motivation may achieve different levels of performance. Utilizing action control theory, the paper explores the moderating effect of the initiative dimension of action-state orientation on the salesperson’s intrinsic motivation and adaptive selling relationship. An empirical study is presented that included 223 Ecuadorian salespeople and objective performance measures. Findings indicate that salesperson’s initiative strengthens the relationship between intrinsic motivation and adaptive selling. In addition, results show that adaptive selling is a significant antecedent of objective salesperson’s performance. Finally, results reveal that initiative has a significant direct effect on objective performance.

Workplace isolation, salesperson commitment, and job performance

Workplace isolation has been recognized as a critical issue facing salespeople in field offices. Studies have recognized that field salespeople are physically and psychologically isolated, but there is little empirical research on the effects of perceived isolation on important job outcomes. One important issue that has yet to be considered is the effect of workplace isolation on trust in supervisors and coworkers. The current study uses a sample of pharmaceutical salespeople to replicate previous results pertaining to workplace isolation effects and to test an integrated model of workplace isolation, salesperson satisfaction, trust, organizational commitment, and overall job performance. The results reveal that perceptions of workplace isolation negatively affect trust in supervisors and coworkers and that the relationship between trust (in supervisors and coworkers) and organizational commitment is mediated by satisfaction with supervisors and coworkers. Further, the findings confirm previous research that indicates that organizational commitment is positively related to salesperson job performance.

Self-Directed Learning and Sales Force Performance: An Integrated Framework

In the boundary-spanning role that salespeople occupy between an organization and its clientele, they are often required to be autonomous and to learn to solve problems without direction from supervisors, trainers, or educators. This paper proposes that sales managers can use the adult education concept of self-directed learning to supplement traditional sales force training and educational methods to improve the performance of salespeople. An integrative framework is used to explain the four types of self-directed learning projects used by salespeople—induced, synergistic, voluntary, and scanning. Sales managers can use these different types of self-directed learning projects to help tailor the independent learning conducted by salespeople. The antecedent variables leading to successful implementation of these projects are examined—the trait of learner self-directedness, self-directed learning skills, the need for contextual understanding of the project topic, and motivation to engage in a self-directed learning project. Environmental influences, organizational learning climate, and pertinent outcomes are reviewed. A series of propositions are provided to encourage future research and to promote an organized investigation into the preparation and development of salespeople using self-directed learning methods.

Fortuitous Brand Image Transfer

This study investigates the phenomenon of fortuitous brand image transfer, or image transfer that occurs by chance, between two brands sponsoring the same event concurrently (i.e., concurrent sponsorships). Two experiments show that concurrent sponsorships lead either to a transfer of image or to a contrast of image between sponsoring brands that are both familiar, depending on the similarity of their underlying brand concept. Image transfer occurs when the brand concepts of the two sponsors are similar, whereas image contrast occurs when the two sponsors have dissimilar brand concepts. Implications for branding and sponsorship research are provided, as well as recommendations for managers. Finally, directions for further research are suggested.

Examining the relationship between patient orientation and job satisfaction in health care: evidence from the nursing profession.

ABSTRACT It is well-known that the United States faces a serious nursing shortage. A number of factors have contributed to the problem including an aging nursing workforce, fewer nursing job candidates, the aging of the baby boom population, and increased nurse dissatisfaction. The current work addresses one issue that is central to the problem: nursing satisfaction/dissatisfaction. Drawing from previous research in the services marketing literature, the work introduces the “patient orientation” construct and suggests that it is a critical motivational factor that is related to nursing satisfaction. Results from an empirical study reveal that the construct is positively related to overall nursing satisfaction while controlling for external factors including pay, benefits, supervisor, and reward satisfaction. Implications for healthcare managers and suggestions for future research are discussed.

Exploring Patient, Co-Worker, and Management Burnout in Health Care

Abstract Previous work in services marketing reveals that much is to be gained by considering distinct types of employee burnout. The current work extends these findings into the health care environment by examining the antecedents and effects of patient, co-worker, and management burnout. It is suggested that the distinction among the various types of burnout are especially important in the increasingly competitive and stressful health care setting. Several hypotheses are derived from burnout, social support, and exchange theory, and an empirical study from a hospital setting is discussed. The results indicate that of the three burnout types, management burnout has the strongest influence on employee service delivery, job satisfaction, organizational commitment, and intentions to leave the health care organization. Implications for managers and suggestions for future research are discussed.

Examining Employee—Service Personality Congruence

Abstract Recent research indicates that service personality, conceptualized as the set of human characteristics associated with the service firm, plays an important role in services marketing. Research further indicates that the congruence between customer personality and service personality influences important outcome variables. Specifically, customer-service personality congruence has been shown to influence service quality perceptions, subjective disconfirmation, and word of mouth intentions. The current study extends this line of research by considering how employee-service personality congruence (ESPC) influences job outcome variables including service delivery, job satisfaction, intentions to leave, and organizational commitment. Empirical data, gathered from a sample of financial services employees, support hypothesized relationships between ESPC and these outcome variables. Furthermore, personality traits from the Five-Factor Model of personality (Costa & McCrae, 1992) are shown to play an important role in ESPC perceptions. Managerial implications and directions for future research are discussed.

Hospital Employee Job Resourcefulness: An Empirical Study and Implications for Health Care Marketing

ABSTRACT In todays competitive hospital marketing environment, it is imperative that administrators ensure that their hospitals are operating as efficiently and as effectively as possible. “Doing more with less” has become a mandate for hospital administrators and employees. The current research replicates and extends previous work devoted to this topic by examining the job resourcefulness construct in a hospital setting. Job resourcefulness, an individual difference variable, assesses the degree to which employees are able to overcome resource constraints in the pursuit of job-related goals. The work builds upon previous work and contributes to the hospital marketing literature by examining the relationships between resourcefulness, personality influencers, role stressors, and job tenure. Research implications and suggestions for future work in the area are presented.