The formation of a cross-selling initiative climate and its interplay with service climate

Ting Yu, Ko de Ruyter, Paul Patterson, Ching Fu Chen

研究成果: Article

3 引文 斯高帕斯(Scopus)

摘要

Purpose: This study aims to explore the formation and consequences of a cross-selling initiative climate, as well as how a service climate, which provides an important boundary condition, affects both its formation and its ultimate impact on service-sales performance. This article identifies two important predictors of a cross-selling initiative climate: frontline employees’ perceptions of supervisors’ bottom-line mentality and their own sense of accountability. Design/methodology/approach: The multilevel data set includes 180 frontline staff and supervisors (team leaders) from 31 teams employed by a spa/beauty salon chain. Hierarchical linear modelling and partial least squares methods serve to analyse the data. Findings: Supervisors’ bottom-line mentality disrupts a cross-selling initiative climate. A sense of accountability exerts a positive impact at both individual and team levels. A service climate at the team level weakens the impact of a sense of accountability on a cross-selling initiative climate. A cross-selling initiative climate has a positive effect on team-level service-sales performance, but this effect is weakened by the service climate. Originality/value: This study conceptualises an important frontline work unit attribute as a climate. It offers an initial argument that a cross-selling initiative climate is a central factor driving a work unit’s service-sales performance, which can increase firms’ productivity and competitive advantages. With this initial attempt to explore the antecedents and consequences of a cross-selling initiative climate, the study also offers novel insights into the interplay between a service and a cross-selling initiative climate.

原文English
頁(從 - 到)1457-1484
頁數28
期刊European Journal of Marketing
52
發行號7-8
DOIs
出版狀態Published - 2018 七月 9

All Science Journal Classification (ASJC) codes

  • Marketing

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