Cross-selling challenges and opportunities: Navigating managerial expectations, emotional exhaustion, and sales performance

Name: Cross-selling challenges and opportunities: Navigating managerial expectations, emotional exhaustion, and sales performance
Author: Eyiusta, Ceyda Maden, Kaya, I., Yeniaras, Volkan

İsim	Cross-selling challenges and opportunities: Navigating managerial expectations, emotional exhaustion, and sales performance
Yazar	Eyiusta, Ceyda Maden, Kaya, I., Yeniaras, Volkan
Basım Tarihi:	2024-11-01
Basım Yeri	- Taylor & Francis
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1069-6679
Kayıt Numarası	70e8d07b-05a7-472e-a146-e71a62b7ae69
Lokasyon	Business Administration
Tarih	2024-11-01
Örnek Metin	This study investigates how perceived formal managerial cross-selling expectations impact salesperson emotional exhaustion and performance, with a focus on the moderating effects of perceived managerial customer orientation and customer participation expectations. Rooted in the Job Demands-Resources framework, it treats perceived formal managerial cross-selling and customer-orientation expectations as job demands, and perceived managerial customer participation as a job resource. The study comprises one qualitative and two quantitative studies. Exploratory qualitative interviews with 7 salespeople provided insights provided insights into their perceptions of managerial expectations. Study 1 (237 salespeople) explored relationships between perceived formal managerial cross-selling expectations, emotional exhaustion, and salesperson performance. Study 2 (253 salespeople) investigated the moderating roles of perceived managerial customer orientation and customer participation expectations. Findings highlight emotional exhaustion as a mediator between formal managerial cross-selling expectations and salesperson performance. This mediation effect is contingent on the presence of managerial customer-orientation expectations and customer participation. The research emphasizes the importance for managers to carefully consider heightened customer-orientation expectations, suggesting moderation, especially in cross-selling. This study offers practical insights for professionals in the marketing and sales field navigating the complexities of cross-selling to enhance sales performance.
DOI	10.1080/10696679.2024.2411673

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Cross-selling challenges and opportunities: Navigating managerial expectations, emotional exhaustion, and sales performance

Yazar Eyiusta, Ceyda Maden, Kaya, I., Yeniaras, Volkan

Basım Tarihi 2024-11-01

Basım Yeri - Taylor & Francis

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1069-6679

Kayıt Numarası 70e8d07b-05a7-472e-a146-e71a62b7ae69

Lokasyon Business Administration

Tarih 2024-11-01

Örnek Metin This study investigates how perceived formal managerial cross-selling expectations impact salesperson emotional exhaustion and performance, with a focus on the moderating effects of perceived managerial customer orientation and customer participation expectations. Rooted in the Job Demands-Resources framework, it treats perceived formal managerial cross-selling and customer-orientation expectations as job demands, and perceived managerial customer participation as a job resource. The study comprises one qualitative and two quantitative studies. Exploratory qualitative interviews with 7 salespeople provided insights provided insights into their perceptions of managerial expectations. Study 1 (237 salespeople) explored relationships between perceived formal managerial cross-selling expectations, emotional exhaustion, and salesperson performance. Study 2 (253 salespeople) investigated the moderating roles of perceived managerial customer orientation and customer participation expectations. Findings highlight emotional exhaustion as a mediator between formal managerial cross-selling expectations and salesperson performance. This mediation effect is contingent on the presence of managerial customer-orientation expectations and customer participation. The research emphasizes the importance for managers to carefully consider heightened customer-orientation expectations, suggesting moderation, especially in cross-selling. This study offers practical insights for professionals in the marketing and sales field navigating the complexities of cross-selling to enhance sales performance.

DOI 10.1080/10696679.2024.2411673