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Do sales control systems affect service–sales ambidexterity and salesperson performance? A job demands–resources perspective

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  • Fujii, Makoto

Abstract

This study investigated the moderating effect of leadership humility on the relationship between sales control systems and service-sales ambidexterity (SSA), and the mediating effect of SSA on the relationship between sales control systems and salesperson performance. A two-wave online survey was conducted among Japanese salespeople working in the finance and insurance industry. SSA was found to mediate the positive relationship between process control and salesperson performance, while leadership humility reinforced the positive relationship between process control and SSA. These results indicate that process control positively affects salesperson performance through SSA and works well when leadership humility is high.

Suggested Citation

  • Fujii, Makoto, 2024. "Do sales control systems affect service–sales ambidexterity and salesperson performance? A job demands–resources perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    • Handle: RePEc:eee:joreco:v:77:y:2024:i:c:s0969698923003910
    DOI: 10.1016/j.jretconser.2023.103640
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    References listed on IDEAS

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    5. 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).
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    Cited by:

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    2. Yang, Qiang & Wang, Zhong-Sen & Feng, Kun & Tang, Qiu-Yu, 2024. "Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).

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