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Examination into the effects of job satisfaction on salesperson deviance: The moderating role of customer orientation

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  • Joseph Lo Iacono
  • Scott K. Weaven
  • Deborah Griffin

Abstract

Salesperson deviance represents a significant cost to organizations throughout the world. This paper addresses a gap in the literature by examining all three dimensions of salesperson deviance (i.e., organizational deviance, interpersonal deviance and customer-directed deviance) and the moderating role of customer orientation. More specifically and using a sales personnel sample, this research extends current understanding of deviant behavior in two key areas. Our findings show (1) a negative relationship between job satisfaction and each dimension of salesperson deviance, and (2) customer orientation moderates the relationship between job satisfaction and salesperson deviance. Thus, we present a more holistic view of salesperson deviance and, in practical terms, confirm that organizational stakeholders should proactively manage the job satisfaction together with the customer orientation of their sales staff in order to avoid and/or minimize deviant behaviors.

Suggested Citation

  • Joseph Lo Iacono & Scott K. Weaven & Deborah Griffin, 2016. "Examination into the effects of job satisfaction on salesperson deviance: The moderating role of customer orientation," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 17(2), pages 173-186, April.
    • Handle: RePEc:taf:jbemgt:v:17:y:2016:i:2:p:173-186
    DOI: 10.3846/16111699.2015.1046399
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    Cited by:

    1. Good, Megan C. & Schwepker, Charles H., 2022. "Business-to-business salespeople and political skill: Relationship building, deviance, and performance," Journal of Business Research, Elsevier, vol. 139(C), pages 32-43.
    2. Yuen, Kum Fai & Loh, Hui Shan & Zhou, Qingji & Wong, Yiik Diew, 2018. "Determinants of job satisfaction and performance of seafarers," Transportation Research Part A: Policy and Practice, Elsevier, vol. 110(C), pages 1-12.
    3. Seriki, Olalekan K. & Nath, Pravin & Ingene, Charles A. & Evans, Kenneth R., 2020. "How complexity impacts salesperson counterproductive behavior: The mediating role of moral disengagement," Journal of Business Research, Elsevier, vol. 107(C), pages 324-335.
    4. Dirk De Clercq & Inam Ul Haq & Muhammad Umer Azeem, 2020. "When does job dissatisfaction lead to deviant behaviour? The critical roles of abusive supervision and adaptive humour," Australian Journal of Management, Australian School of Business, vol. 45(2), pages 294-316, May.

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