The impact of diverse performance measurement on the customer-orientated selling behaviours of B2B salespeople

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dc.contributor.advisorFranco-Santos, Monica
dc.contributor.authorKerr, Peter
dc.date.accessioned2021-04-14T13:09:02Z
dc.date.available2021-04-14T13:09:02Z
dc.date.issued2018-03
dc.description.abstractThe pervasive use of performance measurement frameworks, such as the balanced scorecard, coupled with the growing complexity of today’s B2B sales role is increasing the need for greater levels of measure diversity to evaluate the performance of the modern salesperson. Yet very little is known regarding the behavioural impacts of using more balanced and diverse measures to evaluate individual salesperson performance. This research investigates the relationship between the use of diverse measures of performance and the customer-oriented selling behavior of B2B salespeople. Based on data collected from 274 business-to-business salespeople from Canada, the United States and the United Kingdom and using partial-least squares, structural equation modelling, the author finds that measure diversity is positively associated with salesperson customer-oriented selling behaviour and that this behaviour is fully mediated through salesperson attitudes towards customer-oriented selling. Findings also suggest that measure diversity within a sales performance measurement system is positively associated with increased levels of supervisory sales coaching activity.en_UK
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/16568
dc.language.isoenen_UK
dc.rights© Cranfield University, 2015. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright holder.
dc.subjectMeasurement diversityen_UK
dc.subjectnon-financial measuresen_UK
dc.subjectsales performanceen_UK
dc.subjectsales controlen_UK
dc.subjectattention-based theoryen_UK
dc.subjecttheory of planned behaviouren_UK
dc.subjectcustomer orientationen_UK
dc.titleThe impact of diverse performance measurement on the customer-orientated selling behaviours of B2B salespeopleen_UK
dc.typeThesisen_UK

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