NDLI: It’s a matter of congruence: How interpersonal identification between sales managers and salespersons shapes sales success

Content Provider	Springer Nature Link
Author	Ahearne, Michael Haumann, Till Kraus, Florian Wieseke, Jan
Copyright Year	2013
Abstract	In recent years, marketing research and practice have recognized the importance of managing frontline employees’ identification. However, investigations so far have focused on identification at the collective level of the self, such as organizational identification, thereby largely neglecting important interpersonal identification processes at the relational level. Using a large-scale dataset comprising information from sales managers and salespeople as well as company data on customer satisfaction and sales performance, the authors make a first attempt to address this neglect by exploring important phenomena of interpersonal identification in the sales manager–salesperson dyad. Results show that initial increases in the level of identification congruence between sales managers and their respective salespeople yield positive incremental effects on sales performance and customer satisfaction. Findings also show that interpersonal over-identification and identification incongruence are negatively related to both outcomes. Results demonstrate how sales managers could mitigate these negative effects.
Starting Page	625
Ending Page	648
Page Count	24
File Format	PDF
ISSN	00920703
Journal	Journal of the Academy of Marketing Science
Volume Number	41
Issue Number	6
e-ISSN	15527824
Language	English
Publisher	Springer US
Publisher Date	2013-03-06
Publisher Institution	Academy of Marketing Science
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Interpersonal identification Organizational identification Salespeople Sales performance Customer satisfaction Business/Management Science Marketing Social Sciences
Content Type	Text
Resource Type	Article
Subject	Business and International Management Economics and Econometrics Marketing

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

When salespeople develop negative headquarters stereotypes: performance effects and managerial remedies

How Political Identity Shapes Customer Satisfaction

Customer reactions to downsizing: when and how is satisfaction affected?

Technology use on the front line: how information technology enhances individual performance

Do managers know what their customers think and why?

The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis

Are your salespeople coachable? How salesperson coachability, trait competitiveness, and transformational leadership enhance sales performance

Enabling Comparability of Responses in International Sales Force Surveys: Evidence from a Cross-National Survey of Salespeople and Sales Managers

Customer-directed selling behaviors and performance: a comparison of existing perspectives

It’s a matter of congruence: How interpersonal identification between sales managers and salespersons shapes sales success

Similar Documents

When salespeople develop negative headquarters stereotypes: performance effects and managerial remedies

How Political Identity Shapes Customer Satisfaction

Customer reactions to downsizing: when and how is satisfaction affected?

Technology use on the front line: how information technology enhances individual performance

Do managers know what their customers think and why?

The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis

Are your salespeople coachable? How salesperson coachability, trait competitiveness, and transformational leadership enhance sales performance

Enabling Comparability of Responses in International Sales Force Surveys: Evidence from a Cross-National Survey of Salespeople and Sales Managers

Customer-directed selling behaviors and performance: a comparison of existing perspectives

It’s a matter of congruence: How interpersonal identification between sales managers and salespersons shapes sales success