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The indirect effects of organizational controls on salesperson performance and customer orientation

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  • Joshi, Ashwin W.
  • Randall, Sheila

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  • Joshi, Ashwin W. & Randall, Sheila, 2001. "The indirect effects of organizational controls on salesperson performance and customer orientation," Journal of Business Research, Elsevier, vol. 54(1), pages 1-9, October.
    • Handle: RePEc:eee:jbrese:v:54:y:2001:i:1:p:1-9
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    1. Lusch, Robert F. & Boyt, Thomas & Schuler, Drue, 1996. "Employees as customers: The role of social controls and employee socialization in developing patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 179-187, March.
    2. R. J. Rummel, 1967. "Understanding factor analysis," Journal of Conflict Resolution, Peace Science Society (International), vol. 11(4), pages 444-480, December.
    3. Behrman, Douglas N. & Perreault, William Jr., 1982. "Measuring the performance of industrial salespersons," Journal of Business Research, Elsevier, vol. 10(3), pages 355-370, September.
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    Cited by:

    1. Liang, Xiaoning & Frösén, Johanna, 2020. "Examining the link between marketing controls and firm performance: The mediating effect of market-focused learning capability," Journal of Business Research, Elsevier, vol. 109(C), pages 545-556.
    2. Jose Varghese & Manoj Edward, 2018. "Relationship Between Job Orientation and Performance of Sales People: A Financial Services Industry Perspective," IIM Kozhikode Society & Management Review, , vol. 7(1), pages 88-96, January.
    3. Sergio Román, 2014. "Salesperson's listening in buyer-seller service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 34(7), pages 630-644, May.
    4. Johnson, Jeff S. & Friend, Scott B. & Agrawal, Arvind, 2016. "Dimensions and contingent effects of variable compensation system changes," Journal of Business Research, Elsevier, vol. 69(8), pages 2923-2930.
    5. Yang, Feifei & Shinkle, George A. & Goudsmit, Mirjam, 2022. "The efficacy of organizational control interactions: External environmental uncertainty as a critical contingency," Journal of Business Research, Elsevier, vol. 139(C), pages 855-868.
    6. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
    7. Coelho, Filipe J. & Evanschitzky, Heiner & Sousa, Carlos M.P. & Olya, Hossein & Taheri, Babak, 2021. "Control mechanisms, management orientations, and the creativity of service employees: Symmetric and asymmetric modeling," Journal of Business Research, Elsevier, vol. 132(C), pages 753-764.
    8. Mengru Yuan & Wenjing Cai & Xiaopei Gao & Jingtao Fu, 2020. "How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model," IJERPH, MDPI, vol. 17(7), pages 1-19, March.
    9. Jay Mulki & Jorge Jaramillo & William Locander, 2009. "Critical Role of Leadership on Ethical Climate and Salesperson Behaviors," Journal of Business Ethics, Springer, vol. 86(2), pages 125-141, May.
    10. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
    11. Arndt, Aaron D. & Karande, Kiran, 2012. "Is it better for salespeople to have the highest customer orientation or a strong fit with their group's customer orientation? Findings from automobile dealerships," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 353-359.
    12. Miao Li & Luluo Peng & Guijun Zhuang, 2020. "Sales Control Systems and Salesperson Commitment: The Moderating Role of Behavior Uncertainty," Sustainability, MDPI, vol. 12(7), pages 1-18, March.
    13. Park, Hyewon & Hur, Won-Moo & Kang, Seongho, 2023. "Contribution of sales control in salespeople’s creative selling: Work engagement as a mediator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    14. 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.
    15. Kim, Stephen K. & Tiwana, Amrit, 2017. "Dual Control of Salesforce in Partially Integrated Channels," Journal of Retailing, Elsevier, vol. 93(3), pages 304-316.
    16. Linh, Nguyen Thi Thuy & Lab, SDAG, 2019. "Factors influencing on salesperson performance in information service industry," Thesis Commons ugcre, Center for Open Science.
    17. Filipe Jorge Coelho & Mário Gomes Augusto & Arnaldo Fernandes Coelho & Patrícia Moura Sá, 2008. "Climate perceptions and the customer orientation of frontline service employees," The Service Industries Journal, Taylor & Francis Journals, vol. 30(8), pages 1343-1357, September.
    18. Zoha Fatima & Adil Khan & Abdul Saboor Mohammad, 2024. "The Efficacy of Salesforce Control Systems: Their Impact on the Pharmaceutical Industry in India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 49(2), pages 275-292, May.
    19. Jaramillo, Fernando & Mulki, Jay Prakash & Marshall, Greg W., 2005. "A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research," Journal of Business Research, Elsevier, vol. 58(6), pages 705-714, June.
    20. Hartmann, Nathaniel N. & Rutherford, Brian N. & Hamwi, G. Alexander & Friend, Scott B., 2013. "The effects of mentoring on salesperson commitment," Journal of Business Research, Elsevier, vol. 66(11), pages 2294-2300.
    21. Maria Pereira & Filipe Coelho, 2013. "Work Hours and Well Being: An Investigation of Moderator Effects," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 111(1), pages 235-253, March.

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