Jaramillo, Fernando; Grisaffe, Douglas B.; Chonko, Lawrence B.; Roberts, James A.
June 2009
Journal of Personal Selling & Sales Management;Summer2009, Vol. 29 Issue 3, p257
Academic Journal
Much has been written about the importance of focusing on customers to drive organizational success. In this paper, aspects of manager--salesperson relationships are examined as drivers of deeper customer focus in salesperson--customer interactions. In particular, managers' servant leadership, a leadership style emphasizing genuine concern for subordinate welfare, is examined as a catalyst of parallel concern by salespeople for their customers. Salesperson perceptions of managers' servant leadership empirically relate to salesperson customer orientation, in turn driving adaptive selling behaviors, customer-directed extra-role behaviors, and sales performance outcomes. Other results and implications for management and sales leadership research are presented.


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