Skip to main content
SpringerLink
Log in

The interplay between behavior-based salesforce control systems and salesperson’s creative performance: a closer look at salesperson’s work engagement

  • Published:
Current Psychology Aims and scope Submit manuscript

Abstract

The notion of salesforce control systems, in segregation and amalgamation with other variables, in the past been the most commonly studied variable in the domain of salesforce management research. This study examines the contingent value of a behavior-based salesforce control system i.e. (activity and capability controls) on one of the most devious salesperson’s related outcomes i.e. creative performance by incorporating work engagement (a novel concept in positive psychology) as a mediating variable. Data from 305 salespersons belonging to 15 pharmaceutical firms were used to validate the research model; multivariate analysis was used to test the hypotheses, based on the Componential Theory of Creativity (CTC) for measuring the impact of behavior-based salesforce controls i.e. activity control and capability control on the salespersons’ work engagement and the salespersons’ creative performance. Overall the results disclose that behavior-based control systems, i.e. activity control and capability control affect a salesperson’s creative performance through the mediating effect of work engagement. Results support the CTC, i.e. the domain-related skills (acquired through capability control) expertise (gained from activity control), and task-related motivation i.e. work engagement affects creative performance. Results also reveal important insights for researchers and managers, including guidelines for future research in a new direction. All in all, the results of the study offer valuable ideas about how field managers can foster and improve the creative performance of salespersons through better aligning the constitutive elements of behavior-based salesforce control systems.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

Explore related subjects

Discover the latest articles, news and stories from top researchers in related subjects.

Data availability

The datasets generated during and/or analyzed during the current study are available from the corresponding author upon reasonable request.

References

  • Akhtar, S., Khan, K. U., Hassan, S., Irfan, M., & Atlas, F. (2019). Antecedents of task performance: An examination of transformation leadership, team communication, team creativity, and team trust. Journal of Public Affairs, 19(2), e1927. https://doi.org/10.1002/pa.1927

    Article  Google Scholar 

  • Amabile, T. (2011). Componential theory of creativity (pp. 538–559). Harvard Business School.

  • Amabile, T. M., & Pratt, M. G. (2016). The dynamic componential model of creativity and innovation in organizations: Making progress, making meaning. Research in Organizational Behavior, 36, 157–183. https://doi.org/10.1016/j.riob.2016.10.001

    Article  Google Scholar 

  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.

    Article  Google Scholar 

  • Anderson, E., & Oliver, R. L. (1987). Perspectives on behavior-based versus outcome-based salesforce control systems. Journal of Marketing, 51(4), 76–88.

    Article  Google Scholar 

  • Bakker, A. B., Petrou, P., Op den Kamp, E. M., & Tims, M. (2020). Proactive vitality management, work engagement, and creativity: The role of goal orientation. Applied Psychology, 69(2), 351–378. https://doi.org/10.1111/apps.12173

    Article  Google Scholar 

  • Benet-Zepf, A., Marin-Garcia, J. A., & Küster, I. (2018). Clustering the mediators between the sales control systems and the sales performance using the AMO model: A narrative systematic literature review. Intangible Capital, 14(3), 387–408. https://doi.org/10.3926/ic.1222

    Article  Google Scholar 

  • Bolander, W., Chaker, N. N., Pappas, A., & Bradbury, D. R. (2021). Operationalizing salesperson performance with secondary data: Aligning practice, scholarship, and theory. Journal of the Academy of Marketing Science, 49(3), 462–481. https://doi.org/10.1007/s11747-020-00752-0

    Article  Google Scholar 

  • Bouckenooghe, D., De Clercq, D., Naseer, S., & Syed, F. (2022). A curvilinear relationship between work engagement and job performance: The roles of feedback-seeking behavior and personal resources. Journal of Business and Psychology, 37(2), 353–368. https://doi.org/10.1007/s10869-021-09750-7

    Article  Google Scholar 

  • Bouzari, M., & Karatepe, O. M., (2020). Does optimism mediate the influence of work-life balance on hotel salespeople’s life satisfaction and creative performance? Journal of Human Resources in Hospitality & Tourism, 19(1), 82–101. https://doi.org/10.1080/15332845.2020.1672250

  • Challagalla, G. N., & Shervani, T. A. (1996). Dimensions and types of supervisory control: Effects on salesperson performance and satisfaction. Journal of Marketing, 60(1), 89–105.

    Article  Google Scholar 

  • Conde, R., Prybutok, V., & Thompson, K. (2021). A new perspective on sales outcome controls: An inside sales perspective. European Journal of Marketing, 55(10), 2674–2699.

  • de Oliveira Santini, F., Vieira, V. A., Ladeira, W. J., & Sampaio, C. H. (2019). Behaviour-based and outcome‐based control systems: A meta‐analytic study. Canadian Journal of Administrative Sciences / Revue Canadienne Des Sciences De l’Administration, 36(2), 149–162. https://doi.org/10.1002/cjas.1486

    Article  Google Scholar 

  • Demerouti, E., Soyer, L. M. A., Vakola, M., & Xanthopoulou, D. (2021). The effects of a job crafting intervention on the success of an organizational change effort in a blue-collar work environment. Journal of Occupational and Organizational Psychology, 94(2), 374–399. https://doi.org/10.1111/joop.12330

    Article  Google Scholar 

  • Dorssen-Boog, P., Vuuren, T., Jong, J. P., & Veld, M. (2021). Facilitating health care workers’ self‐determination: The impact of a self‐leadership intervention on work engagement, health, and performance. Journal of Occupational and Organizational Psychology, 94(2), 259–281. https://doi.org/10.1111/joop.12352

    Article  PubMed  PubMed Central  Google Scholar 

  • Dugan, R., Ubal, V. O., & Scott, M. L. (2022). Sales well-being: A salesperson-focused framework for individual, organizational, and societal well-being. Journal of Personal Selling and Sales Management, 1–19. https://doi.org/10.1080/08853134.2022.2093733

  • Delpechitre, D., Gupta, A., Zadeh, A. H., Lim, J. H., & Taylor, S. A. (2020). Toward a new perspective on salesperson success and motivation: a trifocal framework. Journal of Personal Selling & Sales Management, 40(4), 267–288. https://doi.org/10.1080/08853134.2020.1805748

    Article  Google Scholar 

  • Gautam, V., & Kothari, H. V. (2021). Determinants of employee engagement: A study of select information technology firms. IUP Journal of Organizational Behavior, 20(4), 23.

    Google Scholar 

  • Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268–279. https://doi.org/10.1037//0021-9010.87.2.268

    Article  PubMed  Google Scholar 

  • Hermawan, A. A., Bachtiar, E., Wicaksono, P. T., & Sari, N. P. (2021). Levers of control and managerial performance: The importance of Belief systems. Gadjah Mada International Journal of Business, 23(3), 237. https://doi.org/10.22146/gamaijb.62612

    Article  Google Scholar 

  • Horng, J. S., Tsai, C. Y., Liu, C. H., & Chung, D. Y. C. (2015). Measuring employee’s creativity: A new theoretical model and empirical study for tourism industry. Asia Pacific Journal of Tourism Research, 20(12), 1353–1373. https://doi.org/10.1080/10941665.2014.977927

    Article  Google Scholar 

  • Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.

    Article  Google Scholar 

  • Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692–724. https://doi.org/10.2307/256287

  • Karakaya, A. F., & Demirkan, H. (2015). Collaborative digital environments to enhance the creativity of designers. Computers in Human Behavior, 42, 176–186. https://doi.org/10.1016/j.chb.2014.03.029

    Article  Google Scholar 

  • Katsikeas, C. S., Auh, S., Spyropoulou, S., & Menguc, B. (2018). Unpacking the relationship between sales control and salesperson performance: A regulatory fit perspective. Journal of Marketing, 82(3), 45–69. https://doi.org/10.1509/jm.16.0346

    Article  Google Scholar 

  • Kerr, P. D., & Marcos-Cuevas, J. (2022). The interplay between objective and subjective measures of salesperson performance: Towards an integrated approach. Journal of Personal Selling & Sales Management, 42(3), 225–242. https://doi.org/10.1080/08853134.2022.2044344

    Article  Google Scholar 

  • Kidwell, B., Hasford, J., Turner, B., Hardesty, D. M., & Zablah, A. R. (2021). Emotional calibration and salesperson performance. Journal of Marketing, 85(6), 141–161. https://doi.org/10.1177/0022242921999603

    Article  Google Scholar 

  • Kohli, A. K., Shervani, T. A., & Challagalla, G. N. (1998). Learning and performance orientation of salespeople: The role of supervisors. Journal of Marketing Research, 35(2), 263. https://doi.org/10.2307/3151853

    Article  Google Scholar 

  • Kwan, H. K., Zhang, X., Liu, J., & Lee, C. (2018). Workplace ostracism and employee creativity: An integrative approach incorporating pragmatic and engagement roles. Journal of Applied Psychology, 103(12), 1358–1366. https://doi.org/10.1037/apl0000320

    Article  PubMed  Google Scholar 

  • Malek, S. L., Sarin, S., & Jaworski, B. J. (2022). A measurement model of the dimensions and types of informal organizational control: An empirical test in a B2B sales context. International Journal of Research in Marketing, 39(2), 415–442. https://doi.org/10.1016/j.ijresmar.2021.07.002

    Article  Google Scholar 

  • Mallin, M. L., Hancock, T. D., Pullins, E. B., & Gammoh, B. S. (2022). Salesperson’s perceived personal identification with supervisor and the relationship with turnover intention and performance: A mediated motivation model. Journal of Personal Selling and Sales Management, 1–22. https://doi.org/10.1080/08853134.2022.2044345

  • Nandini, W., Gustomo, A., & Sushandoyo, D. (2022). The mechanism of an Individual’s internal process of Work Engagement, active learning and adaptive performance. Economies, 10(7), 165. https://doi.org/10.3390/economies10070165

    Article  Google Scholar 

  • Neuber, L., Englitz, C., Schulte, N., Forthmann, B., & Holling, H. (2022). How work engagement relates to performance and absenteeism: A meta-analysis. European Journal of Work and Organizational Psychology, 31(2), 292–315. https://doi.org/10.1080/1359432X.2021.1953989

    Article  Google Scholar 

  • Panda, A., Sinha, S., & Jain, N. K. (2022). Job meaningfulness, employee engagement, supervisory support and job performance: A moderated-mediation analysis. International Journal of Productivity and Performance Management, 71(6), 2316–2336. https://doi.org/10.1108/IJPPM-08-2020-0434

    Article  Google Scholar 

  • Ping, R. A. (2004). On assuring valid measures for theoretical models using survey data. Journal of Business Research, 57(2), 125–141. https://doi.org/10.1016/S0148-2963(01)00297-1

    Article  Google Scholar 

  • Rashid, A., Nawaz, S., & Zaman, U. (2021). Examining the Effect of Inclusive Climate on Public Health Official’s creative performance: Mediating Role of Innovation Climate. Journal of Public Affairs, 21(3). https://doi.org/10.1002/pa.2273

  • Rutherford, B. N., Troncoza, M., Ambrose, S. C., Anaza, N., & Matthews, R. (2023). One does not fit all: What is in a salesperson sample? Journal of Personal Selling & Sales Management. https://doi.org/10.1080/08853134.2023.2252610

    Article  Google Scholar 

  • Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600–619. https://doi.org/10.1108/02683940610690169

    Article  Google Scholar 

  • Saks, A. M. (2008). The meaning and bleeding of employee engagement: How muddy is the water? Industrial and Organizational Psychology, 1, 40–43.

    Article  Google Scholar 

  • Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293–315. https://doi.org/10.1002/job.248

    Article  Google Scholar 

  • Schaufeli, W. B., Salanova, M., González-romá, V., & Bakker, A. B. (2002). The measurement of engagement and burnout: A two sample confirmatory factor analytic approach. Journal of Happiness Studies, 3(1), 71–92. https://doi.org/10.1023/A:1015630930326

    Article  Google Scholar 

  • Shin, J., & Grant, A. M. (2021). When putting work off pays off: The curvilinear relationship between procrastination and creativity. Academy of Management Journal, 64(3), 772–798. https://doi.org/10.5465/amj.2018.1471

    Article  Google Scholar 

  • Shrout, P. E., & Bolger, N. (2002). Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, 7(4), 422.

    Article  PubMed  Google Scholar 

  • Smith, N. L., & Green, B. C. (2020). Examining the factors influencing organizational creativity in professional sport organizations. Sport Management Review, 23(5), 992–1004. https://doi.org/10.1016/j.smr.2020.02.003

    Article  Google Scholar 

  • Sultan, A. J. (2022). Aligning employees’ work engagement and behavioral performance with internal branding: The missing link of employees’ perceived brand authenticity. Journal of Financial Services Marketing, 27(1), 52–64. https://doi.org/10.1057/s41264-021-00096-y

    Article  Google Scholar 

  • Sumaneeva, K. A., Karadas, G., & Avci, T. (2021). Frontline hotel employees’ proactive personality, I-deals, work engagement and their effect on creative performance and proactive customer service performance. Journal of Human Resources in Hospitality & Tourism, 20(1), 75–100. https://doi.org/10.1080/15332845.2020.1821429

    Article  Google Scholar 

  • Talebzadeh, N., & Karatepe, O. M. (2019). Work social support, work engagement and their impacts on multiple performance outcomes. International Journal of Productivity and Performance Management, 69(6), 1227–1245. https://doi.org/10.1108/IJPPM-05-2018-0195

    Article  Google Scholar 

  • Vieira, V. A., Jones, E., Faia, V. S., Silva, J. D., & de Negreiros, L. F. (2022). The moderating role of self-efficacy in the relationship between control systems and sales performance. Journal of Personal Selling and Sales Management, 1–22. https://doi.org/10.1080/08853134.2022.2037435

  • Wang, G., & Netemeyer, R. G. (2004). Salesperson creative performance: Conceptualization, measurement, and nomological validity. Journal of Business Research, 57(8), 805–812.

    Article  Google Scholar 

  • Wijayati, D. T., Rahman, Z., Fahrullah, A., Rahman, M. F. W., Arifah, I. D. C., & Kautsar, A. (2022). A study of artificial intelligence on employee performance and work engagement: The moderating role of change leadership. International Journal of Manpower, 43(2), 486–512. https://doi.org/10.1108/IJM-07-2021-0423

    Article  Google Scholar 

  • Zang, Z., Liu, D., Zheng, Y., & Chen, C. (2020). How do the combinations of sales control systems influence sales performance? The mediating roles of distinct customer-oriented behaviors. Industrial Marketing Management, 84, 287–297.

    Article  Google Scholar 

  • Zhang, X., Liao, H., Li, N., & Colbert, A. E. (2020). Playing it safe for my family: Exploring the dual effects of family motivation on employee productivity and creativity. Academy of Management Journal, 63(6), 1923–1950. https://doi.org/10.5465/amj.2018.0680

    Article  Google Scholar 

  • Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the an expression of voice. Academy of Management Journal, 44, 682–696.

    Article  Google Scholar 

Download references

Funding

Not Applicable - The authors declare that no funding was utilized in this research study.

Author information

Authors and Affiliations

  1. Business School, Sichuan University, Chengdu, Sichuan, 61006, China

    Minqiao Hu & Xiongfu Wu

  2. Department of Management Sciences, COMSATS University Islamabad, Wah Cantt, Pakistan

    Faheem Ahmad Khan & Amir Rafique

  3. Department of Commerce, Bahauddin Zakariya University, Multan, Pakistan

    Muhammad Umer Quddoos

Authors
  1. Minqiao Hu
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Faheem Ahmad Khan
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Muhammad Umer Quddoos
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Xiongfu Wu
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Amir Rafique
    View author publications

    You can also search for this author in PubMed Google Scholar

Contributions

All the authors contributed equally to this research study.

Corresponding authors

Correspondence to Muhammad Umer Quddoos or Xiongfu Wu.

Ethics declarations

The authors have no competing interests to declare that are relevant to the content of this article.

Ethical approval

Not applicable - This study did not use human participants or human data, which requires approval.

Consent to participate

Not applicable - Our study did not use individual data such as video and images.

Informed consent to publish

All the authors have submitted their consent to get this study published in the Current Psychology Journal. 

Ethical statement

Not applicable.

Competing interests

The authors have no relevant financial or non-financial interests to disclose.

Conflict of interest

On behalf of all authors, the corresponding author states that there is no conflict of interest.

Additional information

Publisher’s note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Supplementary Information

Below is the link to the electronic supplementary material.

ESM 1

(DOCX 20.1 KB)

Rights and permissions

Springer Nature or its licensor (e.g. a society or other partner) holds exclusive rights to this article under a publishing agreement with the author(s) or other rightsholder(s); author self-archiving of the accepted manuscript version of this article is solely governed by the terms of such publishing agreement and applicable law.

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Hu, M., Khan, F.A., Quddoos, M.U. et al. The interplay between behavior-based salesforce control systems and salesperson’s creative performance: a closer look at salesperson’s work engagement. Curr Psychol 43, 18415–18430 (2024). https://doi.org/10.1007/s12144-023-05591-0

Download citation

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s12144-023-05591-0

Keywords

Search

Navigation