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The effect of communication practice on deviance among Korean salespeople: The mediating role of intrinsic motivation

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  • Yoo, Jaewon (Jay)
  • Flaherty, Karen
  • Frankwick, Gary L.

Abstract

Previous research on salesperson behavior largely focused on positive and productive behavior and less on the negative side of the salesperson behavior. This research examines the effect of leader–member communication exchange on salesperson workplace deviance and the mediating role of trust and intrinsic motivation in this relationship. Data were collected from 469 salespeople in the Korean banking industry. Results of the structural equation model show that indirect and bi-directional communication between manager and salesperson decrease salesperson workplace deviance by increasing trust and motivation. However, communication frequency and mood have no significant effects on salesperson trust. Finally, motivation (achievement, status, and communion striving) plays a mediating role in the negative relationships between salesperson trust and his/her deviant behavior toward specific targets (organization, coworker, and customer).

Suggested Citation

  • Yoo, Jaewon (Jay) & Flaherty, Karen & Frankwick, Gary L., 2014. "The effect of communication practice on deviance among Korean salespeople: The mediating role of intrinsic motivation," Journal of Business Research, Elsevier, vol. 67(9), pages 1991-1999.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:9:p:1991-1999
    DOI: 10.1016/j.jbusres.2013.10.012
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    References listed on IDEAS

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    1. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
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    3. Jeffrey H Dyer & Wujin Chu, 2000. "The Determinants of Trust in Supplier-Automaker Relationships in the U.S., Japan and Korea," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 31(2), pages 259-285, June.
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    1. Malhotra, Neeru & Ackfeldt, Anna-Lena, 2016. "Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms," Journal of Business Research, Elsevier, vol. 69(10), pages 4132-4139.
    2. Sebastian Forkmann & Jonathan Webb & Stephan C. Henneberg & Lisa K. Scheer, 2022. "Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 889-914, September.
    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. Locander, David A. & Darrat, Mahmoud A. & Babin, Barry J., 2023. "Examining the impact of salesperson orientation on creative selling, passive deviance, and organizational outcomes," Journal of Business Research, Elsevier, vol. 154(C).
    5. Baur, John E. & Bradley, Bret H. & Bonner, Robert L., 2022. "Boiling frogs: Reconsidering the impact of deviance targets, severity, and frequency in teams," Journal of Business Research, Elsevier, vol. 142(C), pages 1026-1037.

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