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Investigating a three-way interaction of manufacturer control, retail control and dependence on salesforce performance. Does the role of frontline employees matters ?

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  • Léopold Lessassy

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes)

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  • Léopold Lessassy, 2023. "Investigating a three-way interaction of manufacturer control, retail control and dependence on salesforce performance. Does the role of frontline employees matters ?," Post-Print hal-04809360, HAL.
    • Handle: RePEc:hal:journl:hal-04809360
    DOI: 10.1016/j.jretconser.2023.103428
    Note: View the original document on HAL open archive server: https://hal.science/hal-04809360v1
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    References listed on IDEAS

    as
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    2. Zoha Fatima, 2021. "Salesforce control systems: a review of studies," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 23(2), pages 188-225.
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    5. Kadic-Maglajlic, Selma & Micevski, Milena & Arslanagic-Kalajdzic, Maja & Lee, Nick, 2017. "Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-level approach," Journal of Business Research, Elsevier, vol. 80(C), pages 53-62.
    6. Ana Olavarría-Jaraba & Jesús J. Cambra-Fierro & Edgar Centeno & Rosario Vázquez-Carrasco, 2018. "Analyzing relationship quality and its contribution to consumer relationship proneness," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 641-661, December.
    7. Li, Xiaodong & Liu, Zibing & Ren, Ai & Gong, Bengang, 2022. "What fuzzy requests bring to frontline employees: An absorptive capacity theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    8. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
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    10. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
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    14. Pangarkar, Aniruddha & Fleischman, Gary M. & Iacobucci, Dawn, 2022. "Enhancing frontline employee support during a product-harm crisis: Evidence and strategic managerial implications for firms," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    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.
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    18. Hughes, Douglas E. & Richards, Keith A. & Calantone, Roger & Baldus, Brian & Spreng, Richard A., 2019. "Driving In-Role and Extra-Role Brand Performance among Retail Frontline Salespeople: Antecedents and the Moderating Role of Customer Orientation," Journal of Retailing, Elsevier, vol. 95(2), pages 130-143.
    19. Vieira, Valter Afonso & Fernandes de Negreiros, Leticia & Agnihotri, Raj & Bakeshloo, Khashayar Afshar, 2021. "Perceptual differences regarding leadership between the store manager and employees and its impact on frontline sales performance: A research note," Journal of Retailing, Elsevier, vol. 97(3), pages 347-358.
    20. Yang, Defeng & Chen, Xiaoyun & Ma, Baolong & Wei, Haiying, 2022. "When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
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    23. Oriol Iglesias & Stefan Markovic & Mehdi Bagherzadeh & Jatinder Jit Singh, 2020. "Co-creation: A Key Link Between Corporate Social Responsibility, Customer Trust, and Customer Loyalty," Journal of Business Ethics, Springer, vol. 163(1), pages 151-166, April.
    24. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    25. Kathleen Cleeren & Marnik G. Dekimpe & Harald J. Heerde, 2017. "Marketing research on product-harm crises: a review, managerial implications, and an agenda for future research," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 593-615, September.
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