Salesperson ambidexterity and customer satisfaction

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dc.contributor.author Agnihotri, Raj
dc.contributor.author Gabler, Colin B.
dc.contributor.author Itani, Omar S.
dc.contributor.author Jaramillo, Fernando
dc.contributor.author Krush, Michael T.
dc.date.accessioned 2020-03-11T10:30:56Z
dc.date.available 2020-03-11T10:30:56Z
dc.date.copyright 2017 en_US
dc.date.issued 2020-03-11
dc.identifier.issn 1557-7813 en_US
dc.identifier.uri http://hdl.handle.net/10725/11857 en_US
dc.description.abstract This research investigates the effects of sales-service ambidexterity on salesperson role perceptions, behaviors, and customer satisfaction. Using a business-to-business, salesperson-customer sample, we build and test a model which highlights both the positive and negative consequences of this simultaneous goal pursuit. Specifically, while sales-service ambidexterity positively impacts adaptive selling behaviors, it also increases perceptions of role conflict among salespeople. Customer demandingness moderates these relationships. Taken together, the results provide insights for firms on how to manage their sales force to optimize both sales and service outcomes based on characteristics of their salespeople and customers. en_US
dc.language.iso en en_US
dc.title Salesperson ambidexterity and customer satisfaction en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle examining the role of customer demandingness, adaptive selling, and role conflict en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.description.embargo N/A en_US
dc.relation.journal Journal of Personal Selling & Sales Management en_US
dc.journal.volume 37 en_US
dc.journal.issue 1 en_US
dc.article.pages 27-41 en_US
dc.keywords Sales-service ambidexterity en_US
dc.keywords Adaptive selling behavior en_US
dc.keywords Role conflict en_US
dc.keywords Customer satisfaction en_US
dc.keywords Control theory en_US
dc.keywords Resource allocation en_US
dc.identifier.doi https://doi.org/10.1080/08853134.2016.1272053 en_US
dc.identifier.ctation Agnihotri, R., Gabler, C. B., Itani, O. S., Jaramillo, F., & Krush, M. T. (2017). Salesperson ambidexterity and customer satisfaction: Examining the role of customer demandingness, adaptive selling, and role conflict. Journal of Personal Selling & Sales Management, 37(1), 27-41. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.tandfonline.com/doi/full/10.1080/08853134.2016.1272053 en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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