The impact of performance measurement diversity on customer-oriented selling behavior

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dc.contributor.authorKerr, Peter D.
dc.contributor.authorFranco-Santos, Monica
dc.date.accessioned2023-03-16T12:13:14Z
dc.date.available2023-03-16T12:13:14Z
dc.date.issued2023-03-04
dc.description.abstractMotivated by recent high-profile cases of salespeople behaving ‘badly’ (i.e., unethically, aggressively, or misleading toward customers), we investigate traditional behavioral controls to examine the specific relationship between performance measurement choices and selling behavior with a survey of 207 business-to-business salespeople. Borrowing from attention-based theory and the theory of planned behavior, our findings suggest that sales management can encourage more pro-customer behavior by using a more diverse performance measurement schema to influence the underlying drivers of customer-oriented selling behavior, including salesperson attitudes and subjective norms. This is particularly important in transactional selling environments where the use of diverse measures has the strongest effect on pro-customer attitudes and customer-oriented selling behavior.en_UK
dc.identifier.citationKerr PD, Franco-Santos M. (2023) The impact of performance measurement diversity on customer-oriented selling behavior, Industrial Marketing Management, Volume 110, April 2023, pp. 56-67en_UK
dc.identifier.issn0019-8501
dc.identifier.urihttps://doi.org/10.1016/j.indmarman.2023.02.016
dc.identifier.urihttps://dspace.lib.cranfield.ac.uk/handle/1826/19302
dc.language.isoenen_UK
dc.publisherElsevieren_UK
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectSales controlen_UK
dc.subjectPerformance managementen_UK
dc.subjectMeasurement diversityen_UK
dc.subjectSales ethicsen_UK
dc.subjectCustomer-oriented selling behavioren_UK
dc.subjectSelling complexityen_UK
dc.titleThe impact of performance measurement diversity on customer-oriented selling behavioren_UK
dc.typeArticleen_UK

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