Abstract
A recent survey of 1200 sales executives indicated that in order to improve sales performance, leaders must champion salesperson activities that (1) improve customer experiences and (2) support continuous improvement (Accenture CSO Insights 2013). This contemporary focus represents a shift away from a formal mapping of sales approaches and toward an emphasis on sales teams which promote a learning- and customer-centric environment (Bell and Kozlowski 2002) to attune themselves with the market. In line with this, research has shown that learning effort (Sujan et al. 1994) and commitment to customer service quality (Peccei and Rosenthal 1997) are key to developing this more market-driven capability for salesperson performance.
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© 2017 Academy of Marketing Science
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Bachrach, D.G., Mullins, R.R., Rapp, A.A. (2017). Sales Team Resources for Market-Driven Behaviors, Norms, and Performance: An Extended Abstract. In: Rossi, P. (eds) Marketing at the Confluence between Entertainment and Analytics. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-47331-4_126
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DOI: https://doi.org/10.1007/978-3-319-47331-4_126
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