IDEAS home Printed from https://ideas.repec.org/a/spr/joamsc/v52y2024i2d10.1007_s11747-023-00953-3.html
   My bibliography  Save this article

A theory of sales system shocks

Author

Listed:
  • Nathaniel N. Hartmann

    (University of South Florida)

  • Nawar N. Chaker

    (Louisiana State University)

  • Bruno Lussier

    (HEC Montréal, 3000 chemin de la Côte-Sainte-Catherine)

  • Denis Larocque

    (HEC Montréal, 3000 chemin de la Côte-Sainte-Catherine)

  • Johannes Habel

    (University of Houston)

Abstract

Research primarily explores sales phenomena during normal periods. However, triggering events (e.g., natural disasters, security catastrophes, pandemics) can create sales system shocks that profoundly impact salespeople. We utilize a grounded theory and theories-in-use approach to develop a theory of sales system shocks. The framework conceptualizes a sales system shock as a swift change to the business ecosystem that requires a scope of actors and firms involved in selling or buying to substantially revise their established exchange practices. We propose that a sales system shock’s impact on salesperson acceptance of and adaptation to the change is shaped by the emotional and functional support received from business relationships, which ultimately determines the salesperson’s psychological and financial well-being. Initial quantitative testing using random- and fixed-effects models reveals the importance of business relationships after a sales system shock. The findings provide research avenues and guidance on how to manage salespeople through sales system shocks.

Suggested Citation

  • Nathaniel N. Hartmann & Nawar N. Chaker & Bruno Lussier & Denis Larocque & Johannes Habel, 2024. "A theory of sales system shocks," Journal of the Academy of Marketing Science, Springer, vol. 52(2), pages 261-283, March.
    • Handle: RePEc:spr:joamsc:v:52:y:2024:i:2:d:10.1007_s11747-023-00953-3
    DOI: 10.1007/s11747-023-00953-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11747-023-00953-3
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11747-023-00953-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Son K. Lam & Thomas E. DeCarlo & Ashish Sharma, 2019. "Salesperson ambidexterity in customer engagement: do customer base characteristics matter?," Journal of the Academy of Marketing Science, Springer, vol. 47(4), pages 659-680, July.
    2. Gopal Das & Shailendra Pratap Jain & Durairaj Maheswaran & Rebecca J. Slotegraaf & Raji Srinivasan, 2021. "Pandemics and marketing: insights, impacts, and research opportunities," Journal of the Academy of Marketing Science, Springer, vol. 49(5), pages 835-854, September.
    3. Wolfgang Ulaga & Michael Kleinaltenkamp & Vishal Kashyap & Andreas Eggert, 2021. "Advancing marketing theory and practice: guidelines for crafting research propositions," AMS Review, Springer;Academy of Marketing Science, vol. 11(3), pages 395-406, December.
    4. Sebastian Hohenberg & Christian Homburg, 2019. "Enhancing innovation commercialization through supervisor–sales rep fit," Journal of the Academy of Marketing Science, Springer, vol. 47(4), pages 681-701, July.
    5. William L. Cron & Sascha Alavi & Johannes Habel & Jan Wieseke & Hanaa Ryari, 2021. "No conversion, no conversation: consequences of retail salespeople disengaging from unpromising prospects," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 502-520, May.
    6. Willy Bolander & Nawar N. Chaker & Alec Pappas & Daniel R. Bradbury, 2021. "Operationalizing salesperson performance with secondary data: aligning practice, scholarship, and theory," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 462-481, May.
    7. Valerie Good & Douglas E. Hughes & Hao Wang, 2022. "More than money: establishing the importance of a sense of purpose for salespeople," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 272-295, March.
    8. Willy Bolander & Nawar N. Chaker & Alec Pappas & Daniel R. Bradbury, 2021. "Correction to: Operationalizing salesperson performance with secondary data: aligning practice, scholarship, and theory," Journal of the Academy of Marketing Science, Springer, vol. 49(6), pages 1267-1268, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Danny P. Claro & Carla Ramos & Robert W. Palmatier, 2024. "Dynamic and global drivers of salesperson effectiveness," Journal of the Academy of Marketing Science, Springer, vol. 52(2), pages 399-425, March.
    2. Chaker, Nawar N. & Habel, Johannes & Hartmann, Nathaniel N. & Johannsen, Felix & Rusche, Heinrich, 2024. "Quiet sellers: When introversion drives salesperson performance," Journal of Retailing, Elsevier, vol. 100(3), pages 456-474.
    3. Christian Homburg & Theresa R. Schyma (née Morguet) & Sebastian Hohenberg & Yashar Atefi & Robin-Christopher M. Ruhnau, 2024. "“Coopetition” in the presence of team and individual incentives: Evidence from the advice network of a sales organization," Journal of the Academy of Marketing Science, Springer, vol. 52(2), pages 306-328, March.
    4. Fred Miao & Yi Zheng & Zhimei Zang & Douglas B. Grisaffe & Kenneth Evans, 2022. "Managing differential effects of salespersons’ regulatory foci–a dual process model of dominant and supplemental pathways," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 563-585, May.
    5. Marie Louise Radanielina Hita & Yany Grégoire & Bruno Lussier & Simon Boissonneault & Christian Vandenberghe & Sylvain Sénécal, 2023. "An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 132-152, January.
    6. Mullins, Ryan & Swain, Scott & Friend, Scott B., 2023. "How and should firms motivate salesperson effort across a Multi-Brand Portfolio?," Journal of Business Research, Elsevier, vol. 158(C).
    7. Ryan Mullins & Raj Agnihotri, 2022. "Digital selling: organizational and managerial influences for frontline readiness and effectiveness," Journal of the Academy of Marketing Science, Springer, vol. 50(4), pages 800-821, July.
    8. Faheem Ahmad Khan & Muhammad Umer Quddoos & Nabeel Iqbal Baloch & Muhammad Adeel & Arslan Ahmad Siddiqi & Muhammad Sajid Amin, 2024. "Does Field Managers’ Interactional Monitoring Style Asphyxiate or Stimulate Salespersons’ Performance? An Explanation Through Dual Mediation Process," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(4), pages 20408-20435, December.
    9. Agag, Gomaa & Ali Durrani, Baseer & Hassan Abdelmoety, Ziad & Mostafa Daher, Maya & Eid, Riyad, 2024. "Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture," Journal of Business Research, Elsevier, vol. 170(C).
    10. Peesker, Karen M. & Kerr, Peter D. & Bolander, Willy & Ryals, Lynette J. & Lister, Jonathan A. & Dover, Howard F., 2022. "Hiring for sales success: The emerging importance of salesperson analytical skills," Journal of Business Research, Elsevier, vol. 144(C), pages 17-30.
    11. Caroline Glackin & Murat Adivar, 2023. "Modeling independent sales representative performance: application of predictive analytics in direct selling for improved outcomes," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 613-628, December.
    12. 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.
    13. repec:rfh:jprjor:v:8:y:2022:i:4:p:173-185 is not listed on IDEAS
    14. Tom Kluijtmans & Kenn Meyfroodt & Saskia Crucke, 2024. "Doing Good and Doing Well? CSR Climate as a Driver of Team Empowerment and Team Performance," Journal of Business Ethics, Springer, vol. 195(3), pages 599-614, December.
    15. Dishop, Christopher R. & Good, Valerie, 2022. "A dynamic system of job performance with goals and leadership changes as shocks," Journal of Business Research, Elsevier, vol. 139(C), pages 602-613.
    16. Sebastian Forkmann & Ryan Mullins & Stephan C. Henneberg & Thomas L. Baker, 2022. "Choreographing salesperson face-to-face visits with a buyer organization: a social network perspective," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 615-638, May.
    17. Good, Valerie & Greiner Fehl, Amy & Mangus, Stephanie M., 2024. "Lonely and Insecure: How salesperson Well-Being impacts performance," Journal of Business Research, Elsevier, vol. 184(C).
    18. Habel, Johannes & Kadić-Maglajlić, Selma & Hartmann, Nathaniel N. & de Jong, Ad & Zacharias, Nicolas A. & Kosse, Fabian, 2024. "Neuroticism and the sales profession," Organizational Behavior and Human Decision Processes, Elsevier, vol. 184(C).
    19. Dayle Childs & Nick Lee & John W. Cadogan & Belinda Dewsnap, 2024. "How within-person research can extend marketing knowledge," Journal of the Academy of Marketing Science, Springer, vol. 52(3), pages 695-714, May.
    20. Godart, Frédéric & Pistilli, Luca, 2024. "The multifaceted concept of disruption: A typology," Journal of Business Research, Elsevier, vol. 170(C).
    21. Yenee Kim & Richard G. McFarland, 2024. "Are you looking for something specific or just looking around? Adaptive selling on the basis of customer shopping goals in retail sales," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1780-1804, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joamsc:v:52:y:2024:i:2:d:10.1007_s11747-023-00953-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.