Given the limited empirical work investigating personal characteristics of industrial sales people as related to their reward valences and the limitation of measuring valences at a single level, previous research is extended by examining the relationships between industrial sales people′s...

An increasing number of consumers are turning to the Internet to make their purchases. Yet, many e‐tailers are going out of business or retrenching. If e‐tailers hope to attract and retain satisfied online shoppers, they need to know what evaluative criteria consumers use when selecting an...

Purpose – Customer relationship management (CRM) is considered a means to create competitive advantage for a company, as well as influence organizational performance. Much research has explored CRM users' point of view vis‐à‐vis successful CRM implementation, yet little concern has been...

Purpose – The purpose of the article is to present and test a model regarding important factors that may help reduce unethical behavior (i.e. misselling) of salespeople in the financial services industry. Design/methodology/approach – To test the hypotheses, telemarketers from the life...

Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical, yet...

Purpose – The main purpose of this research was to investigate whether there is a relationship between religiosity and ethical behavior of salespeople. Design/methodology/approach – To investigate this association, structural equation modeling (SEM) was used; also, both exploratory and...