Emerald | American Journal of Business

Sales manager training practices in small and large firms

2011-10-28 00:00:00.0

Abstract

Purpose – The purpose of this paper is to examine practices of and differences between small and large organizations as they relate to the training of sales managers. Design/methodology/approach – Utilizing a survey approach, data were collected from a sample of sales managers and trainers employed by firms across the USA. Analysis was conducted between “small” and “large” organizations based on sales force size. Findings – While many similarities do exist between small and large firms' sales manager training practices, some significant differences also exist in terms of teaching approaches, types of instructors, training locations, methods, and content utilized. Results of the current study exhibit both similarities and differences as compared to results of sales manager training practices found in earlier studies. Research limitations/implications – The study was based on a sample of sales managers and trainers employed by firms within the USA. Sales manager training practices could differ due to cultural differences, the industry the firm competes in, and other factors. Practical implications – First, sales manager training activities show more similarities than differences between small and large firms. Second, internet-based training methods are becoming prevalent in large firms while still struggling for acceptance in smaller ones. Third, no one type of instructor is viewed as being highly effective in either small or large firms. Fourth, senior management must support and encourage positive behavioral changes associated with sales manager training or else efforts will fail. Originality/value – The current study answers the call for research to identify contemporary sales manager training practices, building upon results of previous studies.

Salesperson preference among Hispanic and Asian immigrants

Lynn Eunjung Kwak, Jane Z. Sojka — 2011-10-28 00:00:00.0

Abstract

Purpose – The purpose of this paper is to examine differences between Hispanic and Asian immigrants and their preferences in the appearance of and interaction with salespeople. Design/methodology/approach – A total of 171 female Hispanic and 153 Asian female retail consumers in a midwestern city, who immigrated to the USA, were surveyed. Salesperson-customer interaction and preference for salespeople with a similar ethnic appearance were assessed. Findings – Findings from F-tests indicated that in this study Asians have a significantly greater preference for a salesperson similar in appearance to themselves and Hispanics have significantly greater preference for salespeople who offer attentive service. Practical implications – Retailers will benefit by understanding and capitalizing on differences which will encourage customer loyalty to their retail stores. Originality/value – Extending the observable characteristics facet of the buyer-seller similarity model, the research results suggest that buyers from different ethnic groups will assess salesperson characteristics differently.

The role of shopping sophistication in creating satisfying purchase outcomes

Stephen J. Newell, Bob T. Wu, Philip A. Titus, Susan M. Petroshius — 2011-10-28 00:00:00.0

Abstract

Purpose – The purpose of this paper is to address the following questions: are sophisticated consumers more likely to be satisfied with their purchases? Are consumers who are more knowledgeable more apt to feel in control of their purchase decisions? Are they more likely to believe the transaction was fair? Are they less likely to have cognitive dissonance post-purchase? Design/methodology/approach – An empirical study examining the role of consumer sophistication on consumers' purchase satisfaction was conducted with a national sample of approximately 700 home purchasers. Findings – The results revealed that shopping sophistication is a key determinant of whether consumers are satisfied with their purchase experience. Sophistication not only seems to affect satisfaction but also customer perceptions of control, fairness and dissonance. Practical implications – Implications for marketing strategy and suggestions for future research are discussed. Originality/value – This paper suggests that perception of sophistication plays a much more important role in affecting consumer purchase satisfaction than previously understood. Consequently, businesses need to be much more active in educating consumers so that they are better able to make more informed purchase decisions. Ultimately, by helping to facilitate this information flow, consumers will be more satisfied with the products and services they purchase, develop a greater loyalty to the company providing the data and be more likely to purchase similar products and services in the future.

Examining the differences in salesperson motivation among different cultures

Christopher R. Moberg, Megan Leasher — 2011-10-28 00:00:00.0

Abstract

Purpose – Although salesperson motivation has been widely researched within the USA, the purpose of this paper is to examine similarities and differences in salesperson motivation in different countries and cultures. Design/methodology/approach – Hypotheses of differences in motivation dimensions between Eastern and Western sales forces are proposed based on previous cross-cultural and motivation research. An archival assessment database with data from over 120,000 salespeople is used to examine the hypotheses. Findings – Salespeople from Western cultures are more motivated by the needs for achievement, relationships, and power than salespeople from Eastern cultures. The results for the relationship hypothesis were unexpected. Research limitations/implications – The study provides an important first step to conduct more research on global sales force motivation. Originality/value – Identifying or confirming the salesperson motivations that exist in other countries will provide critical insight to sales managers as they recruit and develop a global sales force operating in multiple markets. Recruiting a sales force with motivations consistent with the cultural norms of a foreign market could lead to a significant competitive advantage.

Creative managers and managing creativity: a hermeneutic exploration

Elad Granot — 2011-10-28 00:00:00.0

Abstract

Purpose – The purpose of this paper is to explore how executives assimilate creativity in business-to-business (B2B) services. Design/methodology/approach – The author employed an inductive, qualitative research approach to elicit and explore the definition and interpretation and individual meaning of the creative process by top-level advertising agency executives. Findings – The findings show that an understanding of creative cultures and processes can enable their application in other business functions. Research limitations/implications – In-depth interviews may involve interview effects that influence the information elicited, despite adequate measures to conduct interviews in situ at the workplace and in a detached, impartial manner. Practical implications – The results suggest that creativity in B2B services incorporates a complex set of results-driven interactive components. These components simultaneously affect and are affected by the interaction of artistic and aesthetic elements, as well as business strategy. Originality/value – Creativity is critical to developing and implementing business strategies. However, creativity in advertising as a B2B service has scarcely been examined.

The four pillars of a business school

2011-10-28 00:00:00.0

Editorial

2011-10-28 00:00:00.0