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Please use this identifier to cite or link to this item: http://hdl.handle.net/1860/2981

Title: Psychological empowerment of salespeople: the construct, its inducement, and consequences on customer relationships
Authors: Yim, Hong Kit
Keywords: Marketing;Sales personnel;Employee empowerment
Issue Date: 5-Mar-2009
Abstract: Salespeople are in great need of empowerment to effectively fulfill their roles as ultimate customer relationship managers (Anderson and Huang 2006; Moutot and Bascoul 2008), yet empowerment is an infrequent construct in the sales research literature. This study focuses on the psychological aspect of empowerment among salespeople to shed more light on the understanding of empowerment in a selling context. In order to provide sales managers with guidance regarding how to better coordinate and motivate their salespeople, in our first essay, using an experimental design, we investigate the essential conditions for inducing feelings of empowerment among the sales force. Then, in our second essay, we examine a model of the nomological network of psychological empowerment in a selling environment by collecting field data using a survey instrument. In particular, we examine consequences of psychological empowerment in terms of constructs which bear relevance to salespeople, including attitudinal variables (role conflict, salesperson job satisfaction, and organizational commitment), job outcomes (customer-oriented selling and organizational citizenship behavior), as well as those which are of strong relevance to the selling firms (customer satisfaction and customer loyalty). Responses from business-to-business salespeople were analyzed with regression analyses, providing support to most of our hypotheses. Findings are discussed and implications for practices are explicated.
URI: http://hdl.handle.net/1860/2981
Appears in Collections:Drexel Theses and Dissertations

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