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Killing two birds with one stone: Cross-selling during service delivery

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  • Patterson, Paul
  • Yu, Ting
  • Kimpakorn, Narumon

Abstract

Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. This study examines the predictive ability of three well-established constructs (psychological climate perceptions, leader–member exchange, and employee self-efficacy) to model sales and service performance empirically across a range of service settings. The authors also examine the moderating impacts of environmental dynamism and employee experience, to identify the conditions in which climate, leader–manager exchange, and self-efficacy have greater or weaker impacts on FLEs' ability to meet both sales and service targets. The results indicate the significance of all three main effects in driving sales and service performance and support the moderating effects of environmental dynamism and experience.

Suggested Citation

  • Patterson, Paul & Yu, Ting & Kimpakorn, Narumon, 2014. "Killing two birds with one stone: Cross-selling during service delivery," Journal of Business Research, Elsevier, vol. 67(9), pages 1944-1952.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:9:p:1944-1952
    DOI: 10.1016/j.jbusres.2013.11.013
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    References listed on IDEAS

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    Cited by:

    1. Ashish Kalra & Riley Dugan & Raj Agnihotri, 2022. "“A little competition goes a long way”: Substitutive effects of emotional intelligence and workplace competition on salesperson creative selling," Marketing Letters, Springer, vol. 33(3), pages 399-413, September.
    2. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Homburg, Christian & Böhler, Sina & Hohenberg, Sebastian, 2020. "Organizing for cross-selling: Do it right, or not at all," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 56-73.
    4. Sarstedt, Marko & Diamantopoulos, Adamantios & Salzberger, Thomas, 2016. "Should we use single items? Better not," Journal of Business Research, Elsevier, vol. 69(8), pages 3199-3203.
    5. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    6. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
    7. 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.
    8. Tung Moi Chiew & Christine Mathies & Paul Patterson, 2019. "The effect of humour usage on customer’s service experiences," Australian Journal of Management, Australian School of Business, vol. 44(1), pages 109-127, February.
    9. Eko Yi Liao & Chun Hui, 2021. "A resource-based perspective on leader-member exchange: An updated meta-analysis," Asia Pacific Journal of Management, Springer, vol. 38(1), pages 317-370, March.

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