Purpose This paper aims to examine the impact of customer perceptions about a salesperson’s combined use of adaptive selling (AS) and selling orientation (SO) on customer trust in the salesperson. Based on insights from attribution theory, the contingency model of salespeople’ effectiveness,...

Purpose – Although there is substantial practitioner evidence for changes in the role and functioning of sales in the twenty‐first century, there is little academic research charting new directions for the sales function in a business‐to‐business context. This paper aims to report on...

Purpose – This paper's aim is to provide an empirical test of the assumption that coaching impacts salespeople's attitudes and behaviors under various contingencies. Design/methodology/approach – The paper uses the survey responses of 2,532 salespeople and regression analyses. Findings –...

Purpose – This study aims to develop and test a model of relationship selling management. It seeks to examine the impact of leadership quality and relationship selling, as antecedents of salespeople's relational behaviours, on sales effectiveness. Design/methodology/approach – Starting from...

Purpose – The purpose of this paper is multifold. First, this study aims to proffer a psychometric scale to measure sales agent's perception of sales cannibalization due to the addition of an internet channel. Second, the study seeks to estimate the downstream impact of sales agents' perceived...

Purpose – This paper seeks to explore drivers and consequences of customer trust in the salesperson in the financial services industry. Its theoretical foundations are based on literature on customers' interpersonal relationships with salespeople and front‐line employees, as well as on...