IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v67y2014i9p1944-1952.html
   My bibliography  Save this article

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

Author

Listed:
  • Patterson, Paul
  • Yu, Ting
  • Kimpakorn, Narumon

Abstract

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.

Suggested Citation

  • Patterson, Paul & Yu, Ting & Kimpakorn, Narumon, 2014. "Killing two birds with one stone: Cross-selling during service delivery," Journal of Business Research, Elsevier, vol. 67(9), pages 1944-1952.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:9:p:1944-1952
    DOI: 10.1016/j.jbusres.2013.11.013
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296313003834
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2013.11.013?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Russ, Frederick A. & McNeilly, Kevin M., 1995. "Links among satisfaction, commitment, and turnover intentions: The moderating effect of experience, gender, and performance," Journal of Business Research, Elsevier, vol. 34(1), pages 57-65, September.
    2. Qing Cao & Eric Gedajlovic & Hongping Zhang, 2009. "Unpacking Organizational Ambidexterity: Dimensions, Contingencies, and Synergistic Effects," Organization Science, INFORMS, vol. 20(4), pages 781-796, August.
    3. Ensley, Michael D. & Pearce, Craig L. & Hmieleski, Keith M., 2006. "The moderating effect of environmental dynamism on the relationship between entrepreneur leadership behavior and new venture performance," Journal of Business Venturing, Elsevier, vol. 21(2), pages 243-263, March.
    4. Paulin, Michele & Ferguson, Ronald J. & Bergeron, Jasmin, 2006. "Service climate and organizational commitment: The importance of customer linkages," Journal of Business Research, Elsevier, vol. 59(8), pages 906-915, August.
    5. Pimpakorn, Narumon & Patterson, Paul G., 2010. "Customer-oriented behaviour of front-line service employees: The need to be both willing and able," Australasian marketing journal, Elsevier, vol. 18(2), pages 57-65.
    6. Zeki Simsek, 2009. "Organizational Ambidexterity: Towards a Multilevel Understanding," Journal of Management Studies, Wiley Blackwell, vol. 46(4), pages 597-624, June.
    7. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ashish Kalra & Riley Dugan & Raj Agnihotri, 2022. "“A little competition goes a long way”: Substitutive effects of emotional intelligence and workplace competition on salesperson creative selling," Marketing Letters, Springer, vol. 33(3), pages 399-413, September.
    2. Mohamed Sobhy Hassan Temerak & Milena Micevski & Selma Kadić-Maglajlić & Zoran Latinovic, 2024. "Nuances of Sales–Service Ambidexterity across Varied Sales Job Types," Post-Print hal-04717615, HAL.
    3. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    4. Fujii, Makoto, 2024. "Do sales control systems affect service–sales ambidexterity and salesperson performance? A job demands–resources perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    5. Homburg, Christian & Böhler, Sina & Hohenberg, Sebastian, 2020. "Organizing for cross-selling: Do it right, or not at all," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 56-73.
    6. Sarstedt, Marko & Diamantopoulos, Adamantios & Salzberger, Thomas, 2016. "Should we use single items? Better not," Journal of Business Research, Elsevier, vol. 69(8), pages 3199-3203.
    7. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    8. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
    9. Valerie Good & Douglas E. Hughes & Ahmet H. Kirca & Sean McGrath, 2022. "A self-determination theory-based meta-analysis on the differential effects of intrinsic and extrinsic motivation on salesperson performance," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 586-614, May.
    10. Tung Moi Chiew & Christine Mathies & Paul Patterson, 2019. "The effect of humour usage on customer’s service experiences," Australian Journal of Management, Australian School of Business, vol. 44(1), pages 109-127, February.
    11. Eko Yi Liao & Chun Hui, 2021. "A resource-based perspective on leader-member exchange: An updated meta-analysis," Asia Pacific Journal of Management, Springer, vol. 38(1), pages 317-370, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ulrich Wassmer & Sali Li & Anoop Madhok, 2017. "Resource ambidexterity through alliance portfolios and firm performance," Strategic Management Journal, Wiley Blackwell, vol. 38(2), pages 384-394, February.
    2. Jan Ossenbrink & Joern Hoppmann & Volker H. Hoffmann, 2019. "Hybrid Ambidexterity: How the Environment Shapes Incumbents’ Use of Structural and Contextual Approaches," Organization Science, INFORMS, vol. 30(6), pages 1319-1348, November.
    3. Al-Atwi, Amer Ali & Amankwah-Amoah, Joseph & Khan, Zaheer, 2021. "Micro-foundations of organizational design and sustainability: The mediating role of learning ambidexterity," International Business Review, Elsevier, vol. 30(1).
    4. Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.
    5. Choi, Yoona & Cui, Lin & Li, Yi & Tian, Xizhou, 2020. "Focused and ambidextrous catch-up strategies of emerging economy multinationals," International Business Review, Elsevier, vol. 29(6).
    6. Hansen, Eric & Nybakk, Erlend & Panwar, Rajat, 2015. "Pure versus hybrid competitive strategies in the forest sector: Performance implications," Forest Policy and Economics, Elsevier, vol. 54(C), pages 51-57.
    7. Atif Açıkgöz & Irem Demirkan & Gary P. Latham & Cemil Kuzey, 2021. "The Relationship Between Unlearning and Innovation Ambidexterity with the Performance of New Product Development Teams," Group Decision and Negotiation, Springer, vol. 30(4), pages 945-982, August.
    8. Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "Emotional labor's impact in a retail environment," Journal of Business Research, Elsevier, vol. 66(11), pages 2338-2345.
    9. Abul Khayer & Mohammad Tariqul Islam & Yukun Bao, 2023. "Understanding the Effects of Alignments between the Depth and Breadth of Cloud Computing Assimilation on Firm Performance: The Role of Organizational Agility," Sustainability, MDPI, vol. 15(3), pages 1-23, January.
    10. Marina Estrada-Cruz & Noelia Rodriguez-Hernández & Antonio J. Verdú-Jover & Jose Maria Gómez-Gras, 2022. "The effect of competitive intensity on the relationship between strategic entrepreneurship and organizational results," International Entrepreneurship and Management Journal, Springer, vol. 18(1), pages 1-24, March.
    11. Hughes, Paul & Hughes, Matthew & Stokes, Peter & Lee, Hanna & Rodgers, Peter & Degbey, William Y., 2020. "Micro-foundations of organizational ambidexterity in the context of cross-border mergers and acquisitions," Technological Forecasting and Social Change, Elsevier, vol. 153(C).
    12. Sahi, Gurjeet Kaur & Gupta, Mahesh C. & Cheng, T.C.E. & Mantok, Stanzin, 2021. "Mitigating the tension in pursuit of operational ambidexterity: The roles of knowledge development and bricolage," International Journal of Production Economics, Elsevier, vol. 239(C).
    13. Youngtak M. Kim & John R. Busenbark & Seung-Hwan Jeong & Son K. Lam, 2022. "The performance impact of marketing dualities: a response surface approach to resolving empirical challenges," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 915-940, September.
    14. Schultz, Carsten & Schreyoegg, Jonas & von Reitzenstein, Constantin, 2013. "The moderating role of internal and external resources on the performance effect of multitasking: Evidence from the R&D performance of surgeons," Research Policy, Elsevier, vol. 42(8), pages 1356-1365.
    15. Björn Remneland Wikhamn & Alexander Styhre & Jan Ljungberg & Anna Maria Szczepanska, 2016. "Exploration Vs. Exploitation And How Video Game Developers Are Able To Combine The Two," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(06), pages 1-20, August.
    16. Jürgen Weibler & Tobias Keller, 2011. "Ambidextrie in Abhängigkeit von Führungsverantwortung und Marktwahrnehmung: Eine empirische Analyse des individuellen Arbeitsverhaltens in Unternehmen," Schmalenbach Journal of Business Research, Springer, vol. 63(2), pages 155-188, March.
    17. Hu, Min & Dou, Junsheng & You, Xialei, 2023. "Is organizational ambidexterity always beneficial to family-managed SMEs? Evidence from China," Journal of Business Research, Elsevier, vol. 167(C).
    18. Hui Gao & Suming Wu, 2023. "The Influence of Ambidextrous Knowledge Search on Technological Innovation: The Mediating Role of Knowledge Base," SAGE Open, , vol. 13(4), pages 21582440231, December.
    19. Hsu, Chia-Wen & Lien, Yung-Chih & Chen, Homin, 2013. "International ambidexterity and firm performance in small emerging economies," Journal of World Business, Elsevier, vol. 48(1), pages 58-67.
    20. Marina Estrada-Cruz & Noelia Rodriguez-Hernández & Antonio J. Verdú-Jover & Jose Maria Gómez-Gras, 0. "The effect of competitive intensity on the relationship between strategic entrepreneurship and organizational results," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-24.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:67:y:2014:i:9:p:1944-1952. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.