Killing two birds with one stone: Cross-selling during service delivery

Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. Th...

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Main Authors: Paul Patterson, Ting Yu, Narumon Kimpakorn
Format: Journal
Published: 2018
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Online Access:https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84901605294&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/53307
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Institution: Chiang Mai University
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spelling th-cmuir.6653943832-533072018-09-04T09:46:43Z Killing two birds with one stone: Cross-selling during service delivery Paul Patterson Ting Yu Narumon Kimpakorn Business, Management and Accounting Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. This study examines the predictive ability of three well-established constructs (psychological climate perceptions, leader-member exchange, and employee self-efficacy) to model sales and service performance empirically across a range of service settings. The authors also examine the moderating impacts of environmental dynamism and employee experience, to identify the conditions in which climate, leader-manager exchange, and self-efficacy have greater or weaker impacts on FLEs' ability to meet both sales and service targets. The results indicate the significance of all three main effects in driving sales and service performance and support the moderating effects of environmental dynamism and experience. © 2013 Elsevier Inc. 2018-09-04T09:46:43Z 2018-09-04T09:46:43Z 2014-01-01 Journal 01482963 2-s2.0-84901605294 10.1016/j.jbusres.2013.11.013 https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84901605294&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/53307
institution Chiang Mai University
building Chiang Mai University Library
country Thailand
collection CMU Intellectual Repository
topic Business, Management and Accounting
spellingShingle Business, Management and Accounting
Paul Patterson
Ting Yu
Narumon Kimpakorn
Killing two birds with one stone: Cross-selling during service delivery
description Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. This study examines the predictive ability of three well-established constructs (psychological climate perceptions, leader-member exchange, and employee self-efficacy) to model sales and service performance empirically across a range of service settings. The authors also examine the moderating impacts of environmental dynamism and employee experience, to identify the conditions in which climate, leader-manager exchange, and self-efficacy have greater or weaker impacts on FLEs' ability to meet both sales and service targets. The results indicate the significance of all three main effects in driving sales and service performance and support the moderating effects of environmental dynamism and experience. © 2013 Elsevier Inc.
format Journal
author Paul Patterson
Ting Yu
Narumon Kimpakorn
author_facet Paul Patterson
Ting Yu
Narumon Kimpakorn
author_sort Paul Patterson
title Killing two birds with one stone: Cross-selling during service delivery
title_short Killing two birds with one stone: Cross-selling during service delivery
title_full Killing two birds with one stone: Cross-selling during service delivery
title_fullStr Killing two birds with one stone: Cross-selling during service delivery
title_full_unstemmed Killing two birds with one stone: Cross-selling during service delivery
title_sort killing two birds with one stone: cross-selling during service delivery
publishDate 2018
url https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84901605294&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/53307
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