JAY MULKI | Northeastern University (original) (raw)

Papers by JAY MULKI

Research paper thumbnail of Toward Understanding Remote Workers’ Management of Work–Family Boundaries: The Complexity of Workplace Embeddedness

Group & Organization Management, 2015

This study employs a multi-method research design to examine how remote workers, or employees who... more This study employs a multi-method research design to examine how remote workers, or employees who work solely from home, manage the work–family interface. Our qualitative study revealed that working from home creates unique challenges for remote workers because the work role becomes embedded in the family domain such that their home comes to be associated with the work role, work physically and psychologically intrudes upon their family, and habits and norms form that induce remote workers to be preoccupied with work when home. Based on the qualitative findings, a model was proposed and tested via a questionnaire. Findings from this study of remote workers demonstrated that work–family integration increases family-to-work conflict and work-to-family conflict, and that an inability to disengage from work increases work-to-family conflict. Furthermore, strong work–family integration was found to be particularly harmful to male remote workers’ work-to-family conflict whereas a strong i...

Research paper thumbnail of Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

Australasian Marketing Journal, 2017

Sales and customer service employees often face demanding or even abusive customers. This study u... more Sales and customer service employees often face demanding or even abusive customers. This study utilized structural equation modeling to develop a preliminary model identifying relationships between interpersonal customer conflict, key consequences of such conflict, and potential means to avoid or reduce that conflict. Results confirm that interpersonal conflict with customers has a direct negative influence on job performance, and works through felt stress to increase turnover intentions among employees. However, results suggest that a salesperson's emotional understanding and customer-directed extra-role performance reduce that conflict and increase job performance. Comparisons with prior related studies, although none of those cover all relevant factors, indicate that these relationships are likely to be similar in developed and developing economies. Limitations and future research directions are also discussed.

Research paper thumbnail of Emotional Intelligence and Creativity in New Product Development Teams

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015

There is general recognition among practitioners and academics about the importance of emotional ... more There is general recognition among practitioners and academics about the importance of emotional intelligence in improving individual and team performance. In this conceptual manuscript, we propose a model whereby a team member’s emotional intelligence (EI) is an antecedent of an individual’s creativity in new product development (NPD). This study focuses on emotional intelligence at the individual team members’ level and thus builds upon earlier work that has examined the impact of a team leader’s EI on new product outcomes. We propose that an individual’s EI positively contributes to creativity. In addition, we argue that proximity and prior work relationship enhance the relationship between EI and the creativity of team members. We submit that the effects of individual team member EI on creativity is important to study because of the role that emotions can play in team interactions and effectiveness. This implies that studies investigating how best to manage NPD teams need to include emotional intelligence in order to capture the true impact of individual team members’ on team effectiveness.

Research paper thumbnail of Regulation of emotions, interpersonal conflict, and job performance for salespeople

Journal of Business Research, 2015

ABSTRACT Careers in sales involve stress, which often translates to role stress that negatively i... more ABSTRACT Careers in sales involve stress, which often translates to role stress that negatively impacts performance. To address this important issue, the present research examines an antecedent of stress, salespeople's regulation of emotions and the impact on organizational outcomes. Study findings show that salespeople's regulation of emotions is conducive to reducing interpersonal conflict and felt stress, which eventually leads to higher performance. Also, findings show the favorable effect of salespeople's ability to regulate emotions in reducing felt stress is stronger at higher levels of vertical collectivism. Study results are outlined along with managerial implications, which have especially important implications for organizations operating in emerging countries.

Research paper thumbnail of The Effect of Self-Efficacy on Salesperson Work Overload and Pay Satisfaction

Journal of Personal Selling & Sales Management, 2008

Work overload is rapidly becoming a serious issue in the United States. The Family and Work Insti... more Work overload is rapidly becoming a serious issue in the United States. The Family and Work Institute found that over half of the employees in the United States reported feeling overwhelmed by the amount of work that was expected of them (“Web Site 25-Year Trend Data Facts” ...

Research paper thumbnail of Ethical reputation and value received: customer perceptions

International Journal of Bank Marketing, 2011

PurposeThis research seeks to explore the role played by ethical reputation in amplifying the pos... more PurposeThis research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and ultimately loyalty.Design/methodology/approachSurvey responses derived from 299 customers, concerning two large financial institutions within Chile, are used to test relationships among ethical perceptions, customer value, satisfaction, and loyalty. Hypotheses are tested with a structural equation model.FindingsResults show that ethical perceptions about the organization amplify the impact of customer value on customer satisfaction and eventually loyalty.Research limitations/implicationsThis study contributes to the existing literature by showing that ethical perceptions from customers can help financial institutions achieve higher levels of satisfaction and loyalty. Study findings rely on customer survey responses collected in one country and one industry. Generalizability of findings is yet to be teste...

Research paper thumbnail of Reluctant employees and felt stress: The moderating impact of manager decisiveness

Journal of Business Research, 2012

Job stress is an integral part of the organizational landscape and particularly severe in the sal... more Job stress is an integral part of the organizational landscape and particularly severe in the sales profession. A host of studies have looked at felt stress, its antecedents, and consequences. This research examines how employee resistance to change and a ...

Research paper thumbnail of Impact of Perfectionism and Self-Efficacy on Job Performance and Work Engagement : Genmes and Boomers

Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…, 2015

Hiring competent salespeople and keeping salespeople motivated and engaged to enhance job perform... more Hiring competent salespeople and keeping salespeople motivated and engaged to enhance job performance is a major objective for sales managers. This study tests the relationship between employee's self-efficacy, perfectionism, work engagement and job performance. In addition, given the entry of millennia} (also called GenMe or Generation Y) to the workforce this study explores whether generation gap can moderate the relationship between perfectionism, engagement and job performance. Responses from 483 French telecommunications salespeople ranging in age from 20 to 59 years were used in this study. Results show that work engagement is predicted by self-efficacy and perfectionism. Self-efficacy and perfectionism are positively related to job performance. Test for moderation by generation gap found support only for the path between perfectionism and job engagement. This path was stronger for GenMe's compared to boomers.

Research paper thumbnail of Neglected Burnout Dimensions: Effect of Depersonalization and Personal Nonaccomplishment on Organizational Commitment of Salespeople

Journal of Personal Selling & Sales Management, 2011

As boundary spanners, salespeople experience stressful situations on a regular basis. Prolonged e... more As boundary spanners, salespeople experience stressful situations on a regular basis. Prolonged exposure to stress is known to lead to burnout. This research focuses on two neglected dimensions of burnout, namely, depersonalization and personal ...

Research paper thumbnail of Set up remote workers to thrive

IT Management Select, 2009

64 MIT SLOAN MANAGEMENT REVIEW FALL 2009 SLOANREVIEW. MIT. EDU hire and retain employees who valu... more 64 MIT SLOAN MANAGEMENT REVIEW FALL 2009 SLOANREVIEW. MIT. EDU hire and retain employees who value the ability to respond to family demands and desire more control over the time, place and mode of their work. 3 By reducing the number of full-time employees on site, corporations are realizing higher productivity and savings in real estate costs. International Business Machines Corp., for example, saves $100 million a year by allowing 42% of its employees to work remotely. 4 However, virtual employees and ...

Research paper thumbnail of Intuition and Adaptive Selling

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015

Researchers and practitioners have always been interested in factors that provide richer explanat... more Researchers and practitioners have always been interested in factors that provide richer explanations of variances in salespersons’ effectiveness and performance. In the extant research, most of the focus has been on issues such as motivation, personality, job involvement, commitment and job satisfaction. It is interesting to note that purely cognitive approaches have not addressed a fundamental aspect of what potentially makes one salesperson highly successful and another not so – gut feeling.

Research paper thumbnail of How Do Salespeople Make Decisions? The Role of Emotions and Deliberation on Adaptive Selling, and the Moderating Role of Intuition

Psychology & Marketing, 2014

This research explores how salespeople make decisions and what factors influence these decisions.... more This research explores how salespeople make decisions and what factors influence these decisions. Research in psychology suggests that, in making decisions, people use both intuition and deliberation, often relying on some degree of both processes. This study examines the impact of emotion, intuition, and deliberation on a salesperson's adaptability and resulting performance. Intuition is found to play a significant moderating role in the relationships between both deliberation and regulation of emotions on adaptive selling. However, as anticipated, the role of this moderation variable differs for each of these relationships. Findings suggest that intuition provides an important input to deliberative and emotive thought processes, and plays an important role in salesperson adaptiveness. Implications for salesperson mentoring and training programs are explored.

Research paper thumbnail of Personal Selling and Sales Management Abstracts

Journal of Personal Selling & Sales Management, 2013

s Editorial Staff Raj Agnihotri Ohio University Alexander Haas University of Giessen Jay Mulki No... more s Editorial Staff Raj Agnihotri Ohio University Alexander Haas University of Giessen Jay Mulki Northeastern University Elten Briggs University of Texas Arlington Katherine Hartman Ohio University Christopher R. Plouffe University of Akron Joseph Chapman Ball State University C. Shane Hunt Arkansas State University Bruce Robertson San Francisco State University Susan K. DelVecchio East Carolina University Fernando Jaramillo University of Texas–Arlington Leroy Robinson University of Houston Clear Lake Tanya Drollinger University of Lethbridge Felicia G. Lassk Northeastern University Michael Rodriguez Elon University Karen E. Flaherty Oklahoma State University Terry W. Loe Kennesaw State University Stacey Schetzsle Ball State University Jason Garrett Bradley University Javier Marcos Cuevas Cranfield University Trent Wachner Creighton University David Gilliam University of Arkansas at Little Rock Alma Mintu-Wimsatt Texas A&M University–Commerce J. Andy Wood West Virginia University Jesse N. Moore Clemson University ABSTRACTS SECTION TOPIC AREASS SECTION TOPIC AREAS The purpose of this section is to help readers keep abreast of current personal selling and sales management literature. We review more than 60 different academic publications containing contemporary sales-related articles. Abstracts are classified according to their appropriate topic areas. The surname (in brackets) at the conclusion of each abstract identifies the staff member who prepared the summary. The topic areas used to categorize abstracts are: Articles summarized in the Abstracts Section are not available from members of the editorial staff or from JPSSM. Any correspondence regarding the Abstracts Section should be sent to the Abstracts

Research paper thumbnail of Working from Home: Tips for Employees and Business Owners

Entrepreneur and Innovation Exchange, Mar 24, 2020

Research paper thumbnail of The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research Across Five Continents

International Journal of …, 2007

Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's pred... more Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality. Design/methodology/approach –Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall ...

Research paper thumbnail of Sales Effort: The Intertwined Roles of the Leader, Customers, and the Salesperson

Journal of Personal Selling and Sales …, 2008

Relationship building is essential for competing in today's complex and demanding environmen... more Relationship building is essential for competing in today's complex and demanding environment. Organizations rely on salespeople to represent the company and to build relation-ships with key customers (Palmatier, Scheer, and Steenkamp 2007). This task ...

Research paper thumbnail of Antacedents of Creativity

Teams represent a dominant approach to getting work done in a business environment. Creativity en... more Teams represent a dominant approach to getting work done in a business environment. Creativity enables teams to solve problems and leverage opportunities through the integration of divergent thoughts and perspectives. Prior research indicates that a collaborative culture, which affects how team members interact and work together, is a critical antecedent of team creativity. This study explores other antecedents of team creativity, namely, team emotional intelligence and team trust, and investigates the relationships among these precursors to creative effort. Using a survey of 82 student teams at a large university in the northeast U.S., our findings suggest that team emotional intelligence promotes team trust. Trust, in turn, fosters a collaborative culture which enhances the creativity of the team. Cognitive trust also moderates the relationship between collaborative culture and team creativity. Implications of these results for managers and academics are discussed.

Research paper thumbnail of Workplace isolation: Exploring the construct and its measurement

Psychology & Marketing, 2007

Page 1. Workplace Isolation: Exploring the Construct and Its Measurement Greg W. Marshall Rollins... more Page 1. Workplace Isolation: Exploring the Construct and Its Measurement Greg W. Marshall Rollins College Charles E. Michaels University of South Florida Jay P. Mulki Northeastern University ABSTRACT Virtual offices are ...

Research paper thumbnail of Workplace Isolation, Salesperson Commitment, and Job Performance

Journal of Personal Selling and Sales Management, 2008

Sales organizations are increasingly becoming virtual as firms eliminate traditional centralized ... more Sales organizations are increasingly becoming virtual as firms eliminate traditional centralized offices and locate their em-ployees in the field closer to customers (Anderson 1996; Cascio 2000). Major organizations such as Procter & Gamble, AT&T, and IBM have largely ...

Research paper thumbnail of EFFECTS OF ETHICAL CLIMATE AND SUPERVISORY TRUST ON SALESPERSON'S JOB ATTITUDES AND INTENTIONS TO QUIT

Journal of Personal Selling and Sales Management, 2006

Scandals in organizations such as Arthur Andersen, Enron, ImClone Systems, Parmalat, Tyco, and Wo... more Scandals in organizations such as Arthur Andersen, Enron, ImClone Systems, Parmalat, Tyco, and WorldCom suggest that unethical acts are not isolated but have become quite pervasive. However, there is also an increased awareness that unethical behaviors, even ...

Research paper thumbnail of Toward Understanding Remote Workers’ Management of Work–Family Boundaries: The Complexity of Workplace Embeddedness

Group & Organization Management, 2015

This study employs a multi-method research design to examine how remote workers, or employees who... more This study employs a multi-method research design to examine how remote workers, or employees who work solely from home, manage the work–family interface. Our qualitative study revealed that working from home creates unique challenges for remote workers because the work role becomes embedded in the family domain such that their home comes to be associated with the work role, work physically and psychologically intrudes upon their family, and habits and norms form that induce remote workers to be preoccupied with work when home. Based on the qualitative findings, a model was proposed and tested via a questionnaire. Findings from this study of remote workers demonstrated that work–family integration increases family-to-work conflict and work-to-family conflict, and that an inability to disengage from work increases work-to-family conflict. Furthermore, strong work–family integration was found to be particularly harmful to male remote workers’ work-to-family conflict whereas a strong i...

Research paper thumbnail of Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

Australasian Marketing Journal, 2017

Sales and customer service employees often face demanding or even abusive customers. This study u... more Sales and customer service employees often face demanding or even abusive customers. This study utilized structural equation modeling to develop a preliminary model identifying relationships between interpersonal customer conflict, key consequences of such conflict, and potential means to avoid or reduce that conflict. Results confirm that interpersonal conflict with customers has a direct negative influence on job performance, and works through felt stress to increase turnover intentions among employees. However, results suggest that a salesperson's emotional understanding and customer-directed extra-role performance reduce that conflict and increase job performance. Comparisons with prior related studies, although none of those cover all relevant factors, indicate that these relationships are likely to be similar in developed and developing economies. Limitations and future research directions are also discussed.

Research paper thumbnail of Emotional Intelligence and Creativity in New Product Development Teams

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015

There is general recognition among practitioners and academics about the importance of emotional ... more There is general recognition among practitioners and academics about the importance of emotional intelligence in improving individual and team performance. In this conceptual manuscript, we propose a model whereby a team member’s emotional intelligence (EI) is an antecedent of an individual’s creativity in new product development (NPD). This study focuses on emotional intelligence at the individual team members’ level and thus builds upon earlier work that has examined the impact of a team leader’s EI on new product outcomes. We propose that an individual’s EI positively contributes to creativity. In addition, we argue that proximity and prior work relationship enhance the relationship between EI and the creativity of team members. We submit that the effects of individual team member EI on creativity is important to study because of the role that emotions can play in team interactions and effectiveness. This implies that studies investigating how best to manage NPD teams need to include emotional intelligence in order to capture the true impact of individual team members’ on team effectiveness.

Research paper thumbnail of Regulation of emotions, interpersonal conflict, and job performance for salespeople

Journal of Business Research, 2015

ABSTRACT Careers in sales involve stress, which often translates to role stress that negatively i... more ABSTRACT Careers in sales involve stress, which often translates to role stress that negatively impacts performance. To address this important issue, the present research examines an antecedent of stress, salespeople's regulation of emotions and the impact on organizational outcomes. Study findings show that salespeople's regulation of emotions is conducive to reducing interpersonal conflict and felt stress, which eventually leads to higher performance. Also, findings show the favorable effect of salespeople's ability to regulate emotions in reducing felt stress is stronger at higher levels of vertical collectivism. Study results are outlined along with managerial implications, which have especially important implications for organizations operating in emerging countries.

Research paper thumbnail of The Effect of Self-Efficacy on Salesperson Work Overload and Pay Satisfaction

Journal of Personal Selling & Sales Management, 2008

Work overload is rapidly becoming a serious issue in the United States. The Family and Work Insti... more Work overload is rapidly becoming a serious issue in the United States. The Family and Work Institute found that over half of the employees in the United States reported feeling overwhelmed by the amount of work that was expected of them (“Web Site 25-Year Trend Data Facts” ...

Research paper thumbnail of Ethical reputation and value received: customer perceptions

International Journal of Bank Marketing, 2011

PurposeThis research seeks to explore the role played by ethical reputation in amplifying the pos... more PurposeThis research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and ultimately loyalty.Design/methodology/approachSurvey responses derived from 299 customers, concerning two large financial institutions within Chile, are used to test relationships among ethical perceptions, customer value, satisfaction, and loyalty. Hypotheses are tested with a structural equation model.FindingsResults show that ethical perceptions about the organization amplify the impact of customer value on customer satisfaction and eventually loyalty.Research limitations/implicationsThis study contributes to the existing literature by showing that ethical perceptions from customers can help financial institutions achieve higher levels of satisfaction and loyalty. Study findings rely on customer survey responses collected in one country and one industry. Generalizability of findings is yet to be teste...

Research paper thumbnail of Reluctant employees and felt stress: The moderating impact of manager decisiveness

Journal of Business Research, 2012

Job stress is an integral part of the organizational landscape and particularly severe in the sal... more Job stress is an integral part of the organizational landscape and particularly severe in the sales profession. A host of studies have looked at felt stress, its antecedents, and consequences. This research examines how employee resistance to change and a ...

Research paper thumbnail of Impact of Perfectionism and Self-Efficacy on Job Performance and Work Engagement : Genmes and Boomers

Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…, 2015

Hiring competent salespeople and keeping salespeople motivated and engaged to enhance job perform... more Hiring competent salespeople and keeping salespeople motivated and engaged to enhance job performance is a major objective for sales managers. This study tests the relationship between employee's self-efficacy, perfectionism, work engagement and job performance. In addition, given the entry of millennia} (also called GenMe or Generation Y) to the workforce this study explores whether generation gap can moderate the relationship between perfectionism, engagement and job performance. Responses from 483 French telecommunications salespeople ranging in age from 20 to 59 years were used in this study. Results show that work engagement is predicted by self-efficacy and perfectionism. Self-efficacy and perfectionism are positively related to job performance. Test for moderation by generation gap found support only for the path between perfectionism and job engagement. This path was stronger for GenMe's compared to boomers.

Research paper thumbnail of Neglected Burnout Dimensions: Effect of Depersonalization and Personal Nonaccomplishment on Organizational Commitment of Salespeople

Journal of Personal Selling & Sales Management, 2011

As boundary spanners, salespeople experience stressful situations on a regular basis. Prolonged e... more As boundary spanners, salespeople experience stressful situations on a regular basis. Prolonged exposure to stress is known to lead to burnout. This research focuses on two neglected dimensions of burnout, namely, depersonalization and personal ...

Research paper thumbnail of Set up remote workers to thrive

IT Management Select, 2009

64 MIT SLOAN MANAGEMENT REVIEW FALL 2009 SLOANREVIEW. MIT. EDU hire and retain employees who valu... more 64 MIT SLOAN MANAGEMENT REVIEW FALL 2009 SLOANREVIEW. MIT. EDU hire and retain employees who value the ability to respond to family demands and desire more control over the time, place and mode of their work. 3 By reducing the number of full-time employees on site, corporations are realizing higher productivity and savings in real estate costs. International Business Machines Corp., for example, saves $100 million a year by allowing 42% of its employees to work remotely. 4 However, virtual employees and ...

Research paper thumbnail of Intuition and Adaptive Selling

Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2015

Researchers and practitioners have always been interested in factors that provide richer explanat... more Researchers and practitioners have always been interested in factors that provide richer explanations of variances in salespersons’ effectiveness and performance. In the extant research, most of the focus has been on issues such as motivation, personality, job involvement, commitment and job satisfaction. It is interesting to note that purely cognitive approaches have not addressed a fundamental aspect of what potentially makes one salesperson highly successful and another not so – gut feeling.

Research paper thumbnail of How Do Salespeople Make Decisions? The Role of Emotions and Deliberation on Adaptive Selling, and the Moderating Role of Intuition

Psychology & Marketing, 2014

This research explores how salespeople make decisions and what factors influence these decisions.... more This research explores how salespeople make decisions and what factors influence these decisions. Research in psychology suggests that, in making decisions, people use both intuition and deliberation, often relying on some degree of both processes. This study examines the impact of emotion, intuition, and deliberation on a salesperson's adaptability and resulting performance. Intuition is found to play a significant moderating role in the relationships between both deliberation and regulation of emotions on adaptive selling. However, as anticipated, the role of this moderation variable differs for each of these relationships. Findings suggest that intuition provides an important input to deliberative and emotive thought processes, and plays an important role in salesperson adaptiveness. Implications for salesperson mentoring and training programs are explored.

Research paper thumbnail of Personal Selling and Sales Management Abstracts

Journal of Personal Selling & Sales Management, 2013

s Editorial Staff Raj Agnihotri Ohio University Alexander Haas University of Giessen Jay Mulki No... more s Editorial Staff Raj Agnihotri Ohio University Alexander Haas University of Giessen Jay Mulki Northeastern University Elten Briggs University of Texas Arlington Katherine Hartman Ohio University Christopher R. Plouffe University of Akron Joseph Chapman Ball State University C. Shane Hunt Arkansas State University Bruce Robertson San Francisco State University Susan K. DelVecchio East Carolina University Fernando Jaramillo University of Texas–Arlington Leroy Robinson University of Houston Clear Lake Tanya Drollinger University of Lethbridge Felicia G. Lassk Northeastern University Michael Rodriguez Elon University Karen E. Flaherty Oklahoma State University Terry W. Loe Kennesaw State University Stacey Schetzsle Ball State University Jason Garrett Bradley University Javier Marcos Cuevas Cranfield University Trent Wachner Creighton University David Gilliam University of Arkansas at Little Rock Alma Mintu-Wimsatt Texas A&M University–Commerce J. Andy Wood West Virginia University Jesse N. Moore Clemson University ABSTRACTS SECTION TOPIC AREASS SECTION TOPIC AREAS The purpose of this section is to help readers keep abreast of current personal selling and sales management literature. We review more than 60 different academic publications containing contemporary sales-related articles. Abstracts are classified according to their appropriate topic areas. The surname (in brackets) at the conclusion of each abstract identifies the staff member who prepared the summary. The topic areas used to categorize abstracts are: Articles summarized in the Abstracts Section are not available from members of the editorial staff or from JPSSM. Any correspondence regarding the Abstracts Section should be sent to the Abstracts

Research paper thumbnail of Working from Home: Tips for Employees and Business Owners

Entrepreneur and Innovation Exchange, Mar 24, 2020

Research paper thumbnail of The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research Across Five Continents

International Journal of …, 2007

Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's pred... more Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality. Design/methodology/approach –Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall ...

Research paper thumbnail of Sales Effort: The Intertwined Roles of the Leader, Customers, and the Salesperson

Journal of Personal Selling and Sales …, 2008

Relationship building is essential for competing in today's complex and demanding environmen... more Relationship building is essential for competing in today's complex and demanding environment. Organizations rely on salespeople to represent the company and to build relation-ships with key customers (Palmatier, Scheer, and Steenkamp 2007). This task ...

Research paper thumbnail of Antacedents of Creativity

Teams represent a dominant approach to getting work done in a business environment. Creativity en... more Teams represent a dominant approach to getting work done in a business environment. Creativity enables teams to solve problems and leverage opportunities through the integration of divergent thoughts and perspectives. Prior research indicates that a collaborative culture, which affects how team members interact and work together, is a critical antecedent of team creativity. This study explores other antecedents of team creativity, namely, team emotional intelligence and team trust, and investigates the relationships among these precursors to creative effort. Using a survey of 82 student teams at a large university in the northeast U.S., our findings suggest that team emotional intelligence promotes team trust. Trust, in turn, fosters a collaborative culture which enhances the creativity of the team. Cognitive trust also moderates the relationship between collaborative culture and team creativity. Implications of these results for managers and academics are discussed.

Research paper thumbnail of Workplace isolation: Exploring the construct and its measurement

Psychology & Marketing, 2007

Page 1. Workplace Isolation: Exploring the Construct and Its Measurement Greg W. Marshall Rollins... more Page 1. Workplace Isolation: Exploring the Construct and Its Measurement Greg W. Marshall Rollins College Charles E. Michaels University of South Florida Jay P. Mulki Northeastern University ABSTRACT Virtual offices are ...

Research paper thumbnail of Workplace Isolation, Salesperson Commitment, and Job Performance

Journal of Personal Selling and Sales Management, 2008

Sales organizations are increasingly becoming virtual as firms eliminate traditional centralized ... more Sales organizations are increasingly becoming virtual as firms eliminate traditional centralized offices and locate their em-ployees in the field closer to customers (Anderson 1996; Cascio 2000). Major organizations such as Procter & Gamble, AT&T, and IBM have largely ...

Research paper thumbnail of EFFECTS OF ETHICAL CLIMATE AND SUPERVISORY TRUST ON SALESPERSON'S JOB ATTITUDES AND INTENTIONS TO QUIT

Journal of Personal Selling and Sales Management, 2006

Scandals in organizations such as Arthur Andersen, Enron, ImClone Systems, Parmalat, Tyco, and Wo... more Scandals in organizations such as Arthur Andersen, Enron, ImClone Systems, Parmalat, Tyco, and WorldCom suggest that unethical acts are not isolated but have become quite pervasive. However, there is also an increased awareness that unethical behaviors, even ...