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A model of retail job characteristics, employee role ambiguity, external customer mind-set, and sales performance

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  • Johlke, Mark C.
  • Iyer, Rajesh

Abstract

Based upon findings from the sales, retailing, marketing, management, and organizational behavior literatures, the authors develop and test a model of retail employee sales performance that differs from previous efforts by utilizing multi-dimensional conceptualizations of potential antecedents as well as a promising yet previously unexamined employee job attitude–external customer mind-set. The results indicate that the characteristics of the retail employee’s work environment, with one exception, are directly associated with enhanced job attitudes and reduced ambiguity. The exception is that greater amounts of job autonomy are associated with increased levels of ambiguity. Retail employee ambiguity regarding customers and external customer mind-set are both associated with sales performance.

Suggested Citation

  • Johlke, Mark C. & Iyer, Rajesh, 2013. "A model of retail job characteristics, employee role ambiguity, external customer mind-set, and sales performance," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 58-67.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:1:p:58-67
    DOI: 10.1016/j.jretconser.2012.10.006
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    Cited by:

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    2. Koistinen, Katri & Järvinen, Raija, 2016. "Comparing perceived insecurity among customers and retail staff during service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 80-92.
    3. Herjanto, Halimin & Franklin, Drew, 2019. "Investigating salesperson performance factors: A systematic review of the literature on the characteristics of effective salespersons," Australasian marketing journal, Elsevier, vol. 27(2), pages 104-112.
    4. Valerie Good & Douglas E. Hughes & Ahmet H. Kirca & Sean McGrath, 2022. "A self-determination theory-based meta-analysis on the differential effects of intrinsic and extrinsic motivation on salesperson performance," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 586-614, May.
    5. Hochstein, Bryan & Bolander, Willy & Christenson, Brett & Pratt, Alexander B. & Reynolds, Kristy, 2021. "An Investigation of Consumer Subjective Knowledge in Frontline Interactions," Journal of Retailing, Elsevier, vol. 97(3), pages 336-346.
    6. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
    7. Touzani, Mourad & Hirschman, Elizabeth C. & Hechiche Salah, Lamia, 2016. "Retail stressors in the Middle East/North Africa region," Journal of Business Research, Elsevier, vol. 69(2), pages 726-735.
    8. Choi, Yu Hua & Choo, Ho Jung, 2016. "Effects of Chinese consumers' relationship benefits and satisfaction on attitudes toward foreign fashion brands:The moderating role of country of salesperson," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 99-106.
    9. Fellesson, Markus & Salomonson, Nicklas, 2016. "The expected retail customer: Value co-creator, co-producer or disturbance?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 204-211.

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