Endnotes

Chapter 1

1 Benson P. Shapiro, Adrian J. Slywotsky, and Stephen X. Doyle, Strategic Sales Management: A Boardroom Issue, Case #9 (Cambridge, MA: Harvard Business School, 1994), pp. 1–23.

2 Karen Norman Kennedy, Felicia G. Lassk, and Jerry R. Goolsby, “Customer Mind-Set of Employees Throughout the Organization,” Journal of the Academy of Marketing Science 30 (Spring 2002), pp. 159–71.

3 Neil Rackham and John DeVincentis, Rethinking the Sales Force: Redefining Selling to Create and Capture Customer Value (New York: McGraw-Hill, 1999).

4 Tom Reilly, “Relationship Selling at Its Best, Industrial Distribution 95 (September 2006), p. 29; Tom Reilly, Value-Added Selling: How to Sell More Profitably, Confidently, and Professionally by Competing on VALUE, Not Price (New York: McGraw-Hill, 2003).

5 Adapted from “Consultative Selling Now Seen as Biggest Challenge,” American Salesman (September 2006), p. 29.

6 Pekka Töytäri and Risto Rajala, “Value-Based Selling: An Organizational Capability Perspective,” Industrial Marketing Management 45 (February 2015), pp. 101–12.

7 Paul Viio and Christian Grönroos, “Value-Based Sales Process Adaptation in Business Relationships,” Industrial Marketing Management 43 (September 2014), pp. 1085–95.

8 Sean Valentine and Tim Barnett, “Ethics Code Awareness, Perceived Ethical Values, and Organizational Commitment, Journal of Personal Selling & Sales Management 23 (Fall 2003), p. 359; Jennifer Gilbert, “A Matter of Trust,” Sales & Marketing Management (March 2003), pp. 31–35.

9 Michael T. Bosworth, Solution Selling: Creating Buyers in Difficult Selling Markets (New York: McGraw-Hill, 1995).

10 Kenneth B. Yap and Jillian C. Sweeney, “Zone-of-Tolerance Moderates the Service Quality-Outcome Relationship,” Journal of Services Marketing 21 (Issue 2, 2007), pp. 137–48; Valarie Zeithaml, A. Parasuraman, and Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).

11 Mark P. Leach, Annie H. Liu, and Wesley J. Johnston, “The Role of Self-Regulation Training in Developing the Motivation Management Capabilities of Salespeople,” Journal of Personal Selling & Sales Management 25 (Summer 2005), pp. 269–81; Mrugank V. Thakor and Ashwin W. Joshi, “Motivating Salesperson Customer Orientation: Insights from the Job Characteristics Model,” Journal of Business Research 58 (May 2005), pp. 584–92; John P. Campbell and Robert D. Pritchard, “Motivation Theory in Industrial and Organizational Psychology,” in Handbook of Industrial and Organizational Psychology, ed. Marvin D. Dunnette (Chicago: Rand McNally, 1976), p. 65.

12 Greg W. Marshall, Daniel J. Goebel, and William C. Moncrief, “Hiring for Success at the Buyer-Seller Interface,” Journal of Business Research 56 (March 2003), pp. 247–55.

13 William L. Cron, Alan J. Dubinsky, and Ronald E. Michaels, “The Influence of Career Stages on Components of Salesperson Motivation,” Journal of Marketing 52 (January 1988), pp. 78–92; William L. Cron, “Industrial Salesperson Development: A Career Stage Perspective,” Journal of Marketing (Fall 1984), pp. 41–52.

14 Jerome A. Colletti and Mary S. Fiss, Compensating New Sales Roles: How to Design Rewards That Work in Today’s Selling Environment, 2nd ed. (New York: AMACOM, 2001).

15 HR Chally Group, The Chally World Class Excellence Research Report: The Route to the Summit (Dayton, OH: HR Chally Group, 2007); Leonard L. Berry, On Great Service: A Framework for Action (New York: The Free Press, 1995).

16 Colin B. Gabler, Adam Rapp, and Glenn Richey, “The Effect of Environmental Orientation on Salesperson Effort and Participation: The Moderating Role of Organizational Identification,” Journal of Personal Selling & Sales Management 34 (Issue 3, Summer 2014), pp. 173–187.

Chapter 2

1 Nancy E. Waldeck, Ellen Bolman Pullins, and Melissa Houlette, “Media as Factor in Student Perceptions for Sales Jobs: A Framework for Research,” Journal of Personal Selling & Sales Management 30 (Fall 2010), pp. 343–54.

2 This classic line of research on job satisfaction of salespeople was initiated by Gilbert A. Churchill, Jr., Neil M. Ford, and Orville C. Walker, Jr., in the article “Organizational Climate and Job Satisfaction of the Sales Force,” Journal of Marketing Research (November 1976), pp. 323–32. Measurement approaches and study results within this domain have remained relatively stable for nearly 30 years.

3 Nic Sale, “The Way We Will All Work,” Global Telecoms Business (July/August 2007), p. 1.

4 Julia Chang, “Desperately Seeking Sales Stars,” Sales & Marketing Management 158 (October 2006), pp. 45–47.

5 Greg W. Marshall, Daniel J. Goebel, and William C. Moncrief, “Hiring for Success at the Buyer–Seller Interface,” Journal of Business Research 56 (April 2003), pp. 247–55.

6 Dawn R. Deeter-Schmelz, Daniel J. Goebel, and Karen Norman Kennedy, “What Are the Characteristics of an Effective Sales Manager? An Exploratory Study Comparing Salesperson and Sales Manager Perspectives,” Journal of Personal Selling & Sales Management 28 (Winter 2008), p. 7; Stephen B. Castelberry and C. David Shepherd, “Effective Interpersonal Listening and Personal Selling,” Journal of Personal Selling & Sales Management (Winter 1993), pp. 35–49.

7 Bulent Menguc and Seigyoung Auh, “Creating a Firm-Level Dynamic Capability through Capitalizing on Market Orientation and Innovativeness,” Journal of the Academy of Marketing Science 34 (Winter 2006), pp. 63–73; Rosemary P. Ramsey and Ravi S. Sohi, “Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes,” Journal of the Academy of Marketing Science 25 (Spring 1997), pp. 127–37.

8 George R. Franke and Jeong-Eun Park, “Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-Analysis,” Journal of Marketing Research 43 (November 2006), p. 34; Barton A. Weitz, Harish Sujan, and Mita Sujan, “Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness,” Journal of Marketing 50 (October 1986), pp. 174–91.

9 Emily A. Goad and Fernando Jaramillo, “The Good, the Bad and the Effective: A Meta-Analytic Examination of Selling Orientation and Customer Orientation on Sales Performance,” Journal of Personal Selling & Sales Management 34 (issue 4, Fall 2014), pp. 285–301.

10 William C. Moncrief III, “Selling Activity and Sales Position Taxonomies for Industrial Sales Forces,” Journal of Marketing Research 23 (August 1986), pp. 261–70.

11 Greg W. Marshall, William C. Moncrief, and Felicia G. Lassk, “The Current State of Sales Force Activities,” Industrial Marketing Management 28 (January 1999), pp. 87–98.

12 William A. O’Connell and William Keenan, Jr., “The Shape of Things to Come,” Sales & Marketing Management (January 1990), pp. 36–41.

13 Michelle Marchetti, “The Cost of Doing Business,” Sales & Marketing Management (September 1999), p. 56.

14 O’Connell and Keenan, p. 38.

15 Derek A. Newton, Sales Force Performance and Turnover (Cambridge, MA: Marketing Science Institute, 1973), p. 3.

16 Adam Rapp, “Outsourcing the Sales Process: Hiring a Mercenary Sales Force,” Industrial Marketing Management 38 (May 2009), pp. 411–18.

17 Donald W. Jackson, Jr., Janet E. Keith, and Richard K. Burdick, “Purchasing Agents’ Perceptions of Industrial Buying Center Influence: A Situational Approach,” Journal of Marketing (Fall 1984), pp. 75–83.

18 P. Fraser Johnson and Michiel R. Leenders, “Building a Corporate Supply Chain Function,” Journal of Supply Chain Management 44 (July 2008), pp. 39–52; Richard G. Jennings and Richard E. Plank, “When the Purchasing Agent Is a Committee: Implications for Industrial Marketing,” Industrial Marketing Management 24 (November 1995), pp. 411–19.

19 Frank Jacob and Michael Ehret, “Self-Protection versus Opportunity Seeking in Business Buying Behavior: An Experimental Study,” Journal of Business & Industrial Marketing 21 (Issue 2, 2006), p. 106; V. W. Mitchell, “Buy-Phase and Buy-Class Effects on Organizational Risk Perceptions and Reductions in Purchasing Professional Services,” Journal of Business & Industrial Marketing 13 (Issue 6, 1998), pp. 461–78.

20 Jennings and Plank.

21 Mark A. Moon and Susan Forquer Gupta, “Examining the Formation of Selling Centers: A Conceptual Framework,” Journal of Personal Selling & Sales Management (Spring 1997), pp. 31–42.

22 Adapted from Vishag Badrinarayanan, Sreedhar Madhavaram, and Elad Granot, “Global Virtual Sales Teams (GVSTs): A Conceptual Framework of the Influence of Intellectual and Social Capital on Effectiveness,” Journal of Personal Selling & Sales Management 31 (Summer 2011), pp. 311–24.

23 Geoffrey Brewer, “Lou Gerstner Has His Hands Full,” Sales & Marketing Management (May 1998), pp. 36–41.

24 Louis V. Gerstner, Jr., Who Says the Elephant Can’t Dance? Inside IBM’s Historic Turnaround (New York: Harper-Business, 2002).

25 Seigyoung Auh, Stavroula Spyropoulou, Bulent Menguc, and Aypar Uslu, “When and How Does Sales Team Conflict Affect Sales Team Performance?,” Journal of the Academy of Marketing Science 42 (November 2014), pp. 658–79.

26 Rodrigo Guesalagaa and Wesley Johnston, “What’s Next in Key Account Management Research? Building the Bridge between the Academic Literature and the Practitioners’ Priorities,” Industrial Marketing Management 39 (October 2010), pp. 1063–68.

27 Paolo Guenzi, Laurent Georges, and Catherine Pardoc, “The Impact of Strategic Account Managers’ Behaviors on Relational Outcomes: An Empirical Study,” Industrial Marketing Management 38 (April 2009), pp. 300–11.

28 Keith A. Richards and Eli Jones, “Key Account Management: Adding Elements of Account Fit to an Integrative Theoretical Framework,” Journal of Personal Selling & Sales Management 29 (Fall 2009), pp. 305–20.

29 Ian A. Daies, Lynette J. Ryals, “The Effectiveness of Key Account Management Practices,” Industrial Marketing Management 43 (October 2014), pp. 1182–94.

30 Donald W. Barclay and Michele D. Bunn, “Process Heuristics in Organizational Buying: Starting to Fill a Gap,” Journal of Business Research 59 (February 2006), p. 186; Wesley J. Johnston and Jeffrey E. Lewin, “Organizational Buying Behavior: Toward an Integrative Framework,” Journal of Business Research 35 (January 1996), pp. 1–15.

Chapter 3

1 Bill Brooks, “Ten Ways to Add Value and Defeat Price Objections,” American Salesman 50 (November 2005), pp. 3–4.

2 Lewis Hershey, “The Role of Sales Presentations in Developing Customer Relationships,” Services Marketing Quarterly 26 (Issue 3, 2005), p. 41.

3 Roger D. Blackwell, From Mind to Market (New York: HarperBusiness, 1997), pp. 182–83; 5. Hershey, p. 41.

4 Avinash Malshe and Ravipreet S. Sohi, “Sales Buy-In of Marketing Strategies: Exploration of its Nuances, Antecedents, and Contextual Conditions,” Journal of Personal Selling & Sales Management 29 (Summer 2009), pp. 207–26; Kenneth Le Meunier-FitzHugh and Nigel F. Piercy, “Exploring the Relationship between Market Orientation and Sales and Marketing Collaboration,” Journal of Personal Selling & Sales Management 31 (Summer 2011), pp. 287–96.

5 Dennis B. Arnett and C. Michael Wittmann, “Improving Marketing Success: The Role of Tacit Knowledge Exchange Between Sales and Marketing,” Journal of Business Research 67 (March 2014), pp. 324–31.

6 Philip Kotler, Neil Rackham, and Suj Krishnaswamy, “Ending the War between Sales and Marketing,” Harvard Business Review Hershey, p. 41. (July–August 2006), pp. 68–78.

7 Gaurav Sabnis, Sharmila C. Chatterjee, Rajdeep Grewal, and Gary L. Lilien, “The Sales Lead Black Hole: On Sales Reps’ Follow-Up of Marketing Leads,” Journal of Marketing 77 (January 2013), pp. 52–67.

8 Michael E. Porter, Competitive Advantage (New York: Simon & Schuster, 1985).

9 Jan Wieseke, Sascha Alavi, and Johannes Habel, “Willing to Pay More, Eager to Pay Less: The Role of Customer Loyalty in Price Negotiations,” Journal of Marketing 78 (November 2014), pp. 17–37.

10 Frederick F. Reichheld, Loyalty Rules! How Leaders Build Lasting Relationships in the Digital Age (Cambridge, MA: Harvard Business School Press, 2001).

11 David A. Garvin, “Competing on the Eight Dimensions of Quality,” Harvard Business Review (November/December 1987), pp. 101–09.

12 Rosemary P. Ramsey and Ravipreet S. Sohi, “Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes,” Journal of the Academy of Marketing Science 25 (Spring 1997), pp. 127–37; John Swan and Johannah Nolan, “Gaining Customer Trust: A Conceptual Guide for the Salesperson,” Journal of Personal Selling & Sales Management (November 1985), pp. 39–48.

13 Michael T. Krush, Raj Agnihotri, Kevin J. Trainor, and Edward L. Nowlin, “Enhancing Organizational Sensemaking: An Examination of the Interactive Effects of Sales Capabilities and Marketing Dashboards,” Industrial Marketing Management 42 (July 2013), pp. 824–35.

14 Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler, Services Marketing: Integrating Customer Focus Across the Firm, 4th ed. (Chicago, IL: McGraw-Hill/Irwin, 2005).

15 Aku Valtakoski, “Initiation of Buyer–Seller Relationships: The Impact of Intangibility, Trust and Mitigation Strategies,” Industrial Marketing Management 44 (January 2015), pp. 107–18.

16 David A. Aaker and Erich Joachimsthaler, Brand Leadership: Building Assets in the Information Society (New York: The Free Press, 2000).

17 Björn Frank, Takao Enkawa, and Shane J. Schvaneveldt, “How Do the Success Factors Driving Repurchase Intent Differ Between Male and Female Customers?,” Journal of the Academy of Marketing Science 42 (March 2014), pp 171–85.

18 Björn Frank, Takao Enkawa, and Shane J. Schvaneveldt, “How Do the Success Factors Driving Repurchase Intent Differ Between Male and Female Customers?,” Journal of the Academy of Marketing Science 42 (March 2014), pp 171–185.

19 Adapted from Suzanne Bates, “Is There Buzz about You? The Power of Building a Personal Brand,” American Salesman (October 2006), p. 27.

Chapter 4

1 Mahmoud Darrat, Douglas Amyx, and Rebecca Bennett, “An Investigation into the Effects of Work-Family Conflict and Job Satisfaction on Salesperson Deviance,” Journal of Personal Selling & Sales Management 30 (Issue, 3, Summer 2010), pp. 239–52; William T. Ross and Diana C. Robertson, “A Typology of Situational Factors: Impact on Salesperson Decision Making about Ethical Issues,” Journal of Business Ethics (September 2003), pp. 213–25.

2 Fernando Jaramillo, Jay Prakash Mulki, James S. Boles, “Brining Meaning to the Sales Job: The Effect of Ethical Climate and Customer Demandingness,” Journal of Business Research 66 (November 2013), pp. 2301–07.

3 O. C. Ferrell, John Fraedrich, and Linda Ferrell, Business Ethics: Ethical Decision Making and Cases, 7th ed. (Boston: Houghton-Mifflin, 2008), p. 7.

4 Nicholas McClaren, “The Personal Selling and Sales Management Ethics Research: Managerial Implications and Research Directions from a Comprehensive Review of the Empirical Literature,” Journal of Business Ethics 112 (January 2013), pp. 101–25.

5 Sean Valentine, “Ethics Training, Ethical Context, and Sales and Marketing Professional’s Satisfaction with Supervisors and Coworkers,” Journal of Personal Selling & Sales Management 29 (Issue 3, Summer 2009), pp. 227–42; Jennifer Gilbert, “A Matter of Trust,” Sales & Marketing Management (March 2003), p. 32.

6 Connie Bateman, and Sean Valentine, “The Impact of Salesperson Customer Orientation on the Evaluation of a Salesperson’s Ethical Treatment, Trust in the Salesperson, and intentions to Purchase,” Journal of Personal Selling and Sales Management 35 (Issue 2, Spring 2015), pp. 125–42.

7 John D. Hansen and Robert J. Riggle, “Ethical Salesperson Behavior in Sales Relationships,” Journal of Personal Selling & Sales Management 29 (Issue 3, Spring 2009), pp. 151–66; Thomas N. Ingram, Raymond W. LaForge, and Charles H. Schwepker, Jr., “Salesperson Ethical Decision Making: The Impact of Sales Leadership and Sales Management Control Strategy,” Journal of Personal Selling & Sales Management (Fall 2007), p. 301.

8 Michael Bendixen and Russell Abratt, “Corporate Identity, Ethics and Reputation in Supplier-Buyer Relationship,” Journal of Business Ethics (November 2007), pp. 69–75.

9 Dawn Myers, “You Get What You Give So Make it Good,” Promotional Products Business (June 1998), pp. 105–11.

10 Erin Strout, “Are Your Salespeople Ripping You Off?” Sales & Marketing Management (February 2001), pp. 56–62.

11 Betsy Cummings, “An Affair to Remember,” Sales & Marketing Management (August 2001), pp. 50–57.

12 James B. DeConinck, “Outcomes of Ethical Leadership Among Salespeople,” Journal of Business Research 68 (May 2015), pp. 1086–93.

13 Charles H. Schwepker and David J. Good, “Transformational Leadership and its Impact on Sales Force Moral Judgment,” Journal of Personal Selling & Sales Management 30 (Issue 4, Fall 2010), pp. 299–318; James B. DeConinck and Julie T. Johnson, “The Effects of Perceived Supervisor Support, Perceived Organizational Support, and Organizational Justice on Turnover Among Salespeople, Journal of Personal Selling & Sales Management 20 (Issue 4, Fall 2009), pp. 333–51; Rowena Crosbie, “Who Defines Ethics in Your Organization,” Industrial and Commercial Training (2008), pp. 181–98.

14 Fernando Jaramillo, Belen Bande, Jose Varela, “Servant Leadership and Ethics: A Dyadic Examination of Supervisor Behaviors and Salesperson Perceptions,” Journal of Personal Selling and Sales Management 35 (Issue 2, Spring 2015), pp. 108–24.Charles H. Schwepker Jr., Roberta J. Schultz, “Influence of the Ethical Servant Leader and Ethical Climate on Customer Value Enhancing Performance,” Journal of Personal Selling and Sales Management 35 (Issue 2, Spring 2015), pp. 93–107.

15 Emily C. Tanner, John F. Tanner, and Kirk Wakefield, “Panacea or Paradox? The Moderating Role of Ethical Climate,” Journal of Personal Selling and Sales Management 35 (Issue 2, Spring 2015), pp. 175–90.

16 Christophe Fournier, John F. Tanner, Lawrence B. Chonko, and Chris Manolis, “The Moderating Role of Ethical Climate on Salesperson Propensity to Leave,” Journal of Personal Selling & Sales Management 30 (Issue 4, Winter 2010), pp. 7–22; Scott John Vitell and Anusorn Singhapakdi, “The Role of Ethics Institutionalization in Influencing Organizational Commitment, Job Satisfaction, and Esprit de Corps,” Journal of Business Ethics (August 2008), pp. 343–55; Charles Schwepker, “Ethical Climate’s Relationship to Job Satisfaction, Organizational Commitment and Turnover Intention in the Sales Force,” Journal of Business Research 54 (2001), pp. 39–52.

17 John F. Veiga, Timothy D. Golden, and Kathleen Dechant, “Why Managers Bend the Company Rules,” Academy of Management Executive (May 2004), pp. 84–97; Debbie LeClair, O. C. Ferrell, and Linda Ferrell, “Federal Sentencing Guidelines for Organizations: Policy Issues for International Marketing,” Journal of Public Policy and Marketing 16 (Spring 1997), pp. 27–37.

18 Sean Valentine, Gary Fleischman, and Lynn Gordon, “Rogues in the Ranks of Selling Organizations: Using Corporate Ethics to Manage Workplace Bullying and Job Satisfaction,” Journal of Personal Selling and Sales Management 35 (Issue 2, Spring 2015), pp. 143–163.

19 Douglas B. Grisaffe and Fernando Jaramillo, “Toward Higher Levels of Ethics: Preliminary Evidence of Positive Outcomes,” Journal of Personal Selling & Sales Management (Fall 2007), pp. 355–68; Thomas G. Brashear, James S. Boles, Danny N. Bellenger, and Charles M. Brooks, “An Empirical Test of Trust-Building Processes and Outcomes in Sales Manager-Salesperson Relationships,” Journal of the Academy of Marketing Science 31 (Issue 2, Spring 2003), pp. 189–200.

Chapter 5

1 Ajay K. Kohli and Bernard J. Jaworski, “Market Orientation: The Construct, Research Propositions, and Managerial Implications,” Journal of Marketing 54 (April 1990), pp. 1–18; John C. Narver and Stanley F. Slater, “The Effect of a Market Orientation on Business Profitability,” Journal of Marketing (October 1990), pp. 20–35.

2 Jeff Foreman, Naveen Donthu, Steve Henson, and Amit Poddar, “The Performance Implications of Planning, Implementation, and Evolution of Firms’ Customer and Competitor Orientations,” Journal of Marketing Theory and Practice 22 (Fall 2014), pp. 349–66.

3 Chally Group Worldwide, The World Class Excellence Report: The Route to the Summit (Dayton, OH: Chally Group Worldwide, 2007).

4 The Data Warehouse Institute, Industry Study 2000 Survey, p. 1.

5 www.PricewaterhouseCoopers.com.

6 Don Peppers and Martha Rogers, One to One B2B: Customer Development Strategies for the Business-to-Business World (New York: Doubleday, 2001).

7 Ronald S. Swift, Accelerating Customer Relationships: Using CRM and Relationship Technologies (Upper Saddle River, NJ: Prentice Hall PTR, 2000), p. 42.

8 Stanley A. Brown, ed., Customer Relationship Management: A Strategic Imperative in the World of E-Business (Toronto: John Wiley & Sons Canada, 2000), pp. 8–9.

9 Sharad Borle, Siddharth S. Singh, and Dipak C. Jain, “Customer Lifetime Value Measurement,” Management Science 54 (January 2008), pp. 100–14.

10 Swift, Accelerating Customer Relationships, pp. 39–42.

11 Ray McKenzie, The Relationship-Based Enterprise: Powering Business Success through Customer Relationship Management (New York: McGraw-Hill, 2001), pp. 7–8.

12 Ibid., p. 8.

13 Howard P. Stevens and Geoffrey James, Selling in the Internet Age: How the Web is Transforming the Buyer/Seller Relationship (Dayton, OH: Chally Group Worldwide, 2012).

14 National Science Foundation, “Industry, Technology, and the Global Marketplace: International Patenting Trends in Two New Technology Areas,” Science and Engineering Indicators 2002, http://www.nsf.gov/statistics/seind02/c6/c6s5.htm, retrieved November 18, 2015.

15 Paul Christ and Rolph Anderson, “The Impact of Technology on Evolving Roles of Salespeople,” Journal of Historical Research in Marketing 3 (February 2011), pp. 173–93.

16 Jesse N. Moore, Mary Anne Raymond, and Christopher D. Hopkins, “Social Selling: A Comparison of Social Media Usage Across Process Stage, Markets, and Sales Job Functions,” Journal of Marketing Theory and Practice 23 (Winter 2015), pp. 1–20.

17 Leroy Robinson, Jr., Greg W. Marshall, and Miriam B. Stamps, “An Empirical Investigation of Technology Acceptance in a Field Sales Force Setting,” Industrial Marketing Management 34 (May 2005), pp. 407–15; Yam B. Limbu, C. Jayachandran, and Barry J. Babin, “Does Information and Communication Technology Improve Job Satisfaction? The Moderating Role of Sales Technology Orientation,” Industrial Marketing Management 43 (October 2014), pp. 1236–45.

18 Ellen Bolman Pullins, T.S. Ragu-Nathan, and Monideepa Tarafdar, “Examining Impacts of Technostress on the Professional Salesperson's Behavioural Performance,” Journal of Personal Selling & Sales Management 34 (Issue 1, Winter 2014), pp. 51–69; Greg W. Marshall, William C. Moncrief, John M. Rudd, and Nick Lee, “Revolution in Sales: The Impact of Social Media and Related Technology on the Selling Environment,” Journal of Personal Selling and Sales Management 32 (Issue 2, Summer 2012), pp. 351–65.

19 Louis Columbus, April 2013, “2013 CRM Market Share Update: 40% of CRM Systems Sold are SaaS-Based,” Forbes, http://www.forbes.com/sites/louiscolumbus/2013/04/26/2013-crm-market-share-update-40-of-crm-systems-sold-are-saas-based/. Louis Columbus, June 2013, “Gartner Predicts CRM Will be a $36B Market by 2017,” Forbes, http://www.forbes.com/sites/louiscolumbus/2013/06/18/gartner-predicts-crm-will-be-a-36b-market-by-2017/.

20 SAS Website, May 2015, “Big Data, Bigger Marketing,” http://www.sas.com/en_us/insights/big-data/big-data-marketing.html.

21 Gartner I. T. Glossary, December 2015, http://www.gartner.com/it-glossary/sales-analytics.

22 Harri Terho, Andreas Eggert, Alexander Haas, and Wolfgang Ulaga, “How Sales Strategy Translates into Performance: The Role of Salesperson Customer Orientation and Value-Based Selling,” Industrial Marketing Management 45 (February 2015), pp. 12–21.

23 UBM Tech, December 2013, “Acquire, Grow and Retain Customers – The Business Imperative for Big Data and Analytics,” http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?infotype=SA&subtype=WH&htmlfid=NIL12362USEN#loaded.

24 Michael T. Krush, Raj Agnihotri, Kevin J. Trainor, and Edward L. Nowlin, “Enhancing Organizational Sensemaking: An Examination of the Interactive Effects of Sales Capabilities and Marketing Dashboards,” Industrial Marketing Management 42 (July 2013), pp. 824–35.

25 Timothy M. Smith, Srinath Gopalakrishna, and Rabikar Chatterjee,” A Three-Stage Model of Integrated Marketing Communications at the Marketing-Sales Interface,” Journal of Marketing Research 43 (November, 2006), pp. 564–79.

26 Emma Snider, October 2014, “Manual Data Entry is Sales’ Chief CRM Complaint,” HubSpot, http://blog.hubspot.com/sales/manual-data-entry-is-salespeople%E2%80%99s-chief-crm-complaint.

Chapter 6

1 Adapted from Alan G. Bayham, “Do You Know Who You’re Selling to?” American Salesman (April 2008), p. 7.

2 John Boe, “Six Powerful Prospecting Tips,” American Salesman 52 (October 2007), pp. 23–25.

3 John J. Bowen, Jr., “Relationship Marketing,” Advisor’s Edge 8 (June 2005), p. 37.

4 Ralph Kisiel, “Dealers Discover Social Networking Sites: MySpace, YouTube, Others Help Reach Sales Prospects,” Automotive News (February 4, 2008); Jon Swartz, “Social Networking Sites Work to Turn Users into Profits,” USA Today (May 12, 2008).

5 Guang-Xin Xie and Lynn R. Kahle, “Understanding Salespeople's Learning Experiences Through Blogging: A Social Learning Approach,” Industrial Marketing Management 43 (September 2014) pp. 1063–69.

6 Frank Belschak, Willem Verbeke, and Richard P. Bagozzi, “Coping with Sales Call Anxiety: The Role of Sales Perseverence and Task Concentration Strategies,” Journal of the Academy of Marketing Science 34 (Summer 2006), pp. 403–18; Willem Verbeke and Richard P. Bagozzi, “Sales Call Anxiety: Exploring What It Means When Fear Rules a Sales Encounter,” Journal of Marketing 63 (July 2000), pp. 88–101.

7 Robert McGarvey, “Ice Cubes to Eskimos,” Entrepreneur (August 2000), pp. 68–76.

Chapter 7

1 Christian Homburg, Michael Müller, and Martin Klarmann, “When Should the Customer Really Be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters,” Journal of Marketing 75 (Issue 2, March 2011), pp. 55–74; Subhra Chakrabarty, Gene Brown, and Robert E. Widing, “Closed Influence Tactics: Do Smugglers Win in the Long Run? Journal of Personal Selling & Sales Management 30 (Issue 1, Winter 2010), pp. 23–32; Pradeep Bhardwaj, Yuxin Chen, and David Godes, “Buyer-Initiated vs. Seller-Initiated Information Revelation,” Management Science (June 2008), pp. 1104–15.

2 Tim Oliver Brexendorf, Silke Muhlmeier, Torsten Tomczak, and Martin Eisend, “The Impact of Sales Encounters on Brand Loyalty,” Journal of Business Research 63 (Issue 10, November 2010), pp. 1148–55; Jennifer Wiggins Johnson and Adam Rapp, “Avatars as Salespeople: Communication Style, Trust, and Intentions,” Journal of Business Research 63 (Issue 8, August 2010), pp. 793–800.

3 Lillian H. Chaney and Catherine G. Green, “Effective Presentations,” American Salesman (June 2004), pp. 22–28; Tony L. Henthorne, Michael S. Latour, and Alvin Williams, “Initial Impressions in the Organizational Buyer-Seller Dyad: Sales Management Implications,” Journal of Personal Selling & Sales Management (Summer 1992), pp. 57–65.

4 Julie Hill, “Nail Your First Three Minutes to Avoid Going Down in Flames,” Presentations (February 1999), p. 28.

5 Guang-Xin Xie and Lynn R. Kahle, “Approach or Avoid? The Effect of Regulatory Focus on Consumer Behavioral Response to Personal Selling Attempts”, Journal of Personal Selling and Sales Management 34 (Issue 4, Fall 2014) pp. 260–271.

6 Dan Hill, “Emotionomics, Winning Hearts and Minds,” American Salesman (March 2008), pp. 12–14; Erika Rasmusson, “The 10 Traits of Successful Salespeople,” Sales & Marketing Management (February 1999), p. 34.

7 Author interview with financial consultant, June 2015.

8 Edward C. Bursk, “Low Pressure Selling,” Harvard Business Review (July/August 2006), pp. 150–65; Dorothy Leeds, “The Art of Asking Questions,” Training and Development (January 1993), p. 58.

9 Neil Rackham, SPIN Selling (New York: McGraw-Hill, 1988); and Huthwaite, Inc. website (www.huthwaite.com), June 2015.

10 Tanya Drollinger, Lucette B. Comer, and Patricia T. Warrington, “Development and Validation of Active Empathetic Listening Scale,” Psychology & Marketing (February 2006), pp. 161–79; John Stewart, Bridges Not Walls: A Book about Interpersonal Communication, 8th ed. (New York: McGraw-Hill, 2001).

11 Stephen J. Newell, Joseph J. Belonanx, Jr. Michael W. McCardle, and Richard E. Plank, “The Effect of Personal Relationships and Consultative Task Behaviors on Buyer Perceptions of Salesperson Trust, Expertise, and Loyalty,” Journal of Marketing Theory and Practice 19 (Issue 3, Summer 2011), pp. 307–16; Keving D. Bradfor, J. Michael Crant, and Joan M. Phillips, “How Suppliers Affect Trust with Their Customers: The Role of Salesperson Job Satisfaction and Perceived Customer Importance,” Journal of Marketing Theory and Practice 17 (Issue 4, Spring 2009), pp. 383–94.

12 Bill Brooks, “How to Present Your Product with No Resistance,” American Salesman (November 2006), pp. 27–31.

13 Suzanne B. Shu, and Kurt A. Carlson, “When Three Charms but Four Alarms: Identifying the Optimal Number of Claims in Persuasion Settings”, Journal of Marketing 78 (January 2014), pp. 127–39.

14 Othman Boujena, Wesley J. Johnston, and Dwight R. Merunka, “The Benefits of Sales Force Automation: A Customer’s Perspective” Journal of Personal Selling & Sales Management 29 (Issue 2, Spring 2009), pp. 137–50.

Chapter 8

1 Subhra Chakrabarty, Gene Brown, and Robert E. Widing, “Closed Influence Tactics: Do Smugglers Win in the Long Run?” Journal of Personal Selling & Sales Management 30 (Issue 1, Winter 2010), pp. 23–32; Tom Batchelder, “A More Human Approach to Sales,” American Salesman (June 2008), pp. 7–13.

2 Micheal Soon Lee, “10 Common Negotiating Mistakes That Cost You Thousands,” American Salesman (September 2007), pp. 25–29; Joe F. Alexander, Patrick L. Schul, and Denny E. McCorkle, “An Assessment of Selected Relationships in a Model of the Industrial Marketing Negotiation Process,” Journal of Personal Selling & Sales Management 14 (Summer 1994), pp. 25–39.

3 Webster’s Online Dictionary (www.m-w.com), June 2015.

4 Marvin Jolson, “Broadening the Scope of Relationship Selling,” Journal of Personal Selling & Sales Management 17 (Fall 1997), pp. 75–88.

5 www.wired.com, January 2009.

6 Aku Valtakoski, “Initiation of Buyer-Selling Relationships: The Impact of Intagibility, Trust, and Mitigation Strategies,” Industrial Marketing Management 44 (January 2015), pp. 107–18.

7 Kim Sydow Campbell, Lenita Davis, and Lauren Skinner, “Rapport Management during the Exploration Phase of the Salesperson-Customer Relationship,” Journal of Personal Selling & Sales Management (Fall 2006), pp. 359–73; Judy A. Wagner, Noreen M. Klein, and Janet E. Keith, “Selling Strategies: The Effects of Suggesting a Decision Structure to Novice and Expert Buyers,” Journal of the Academy of Marketing Science 29 (Summer 2001), pp. 289–306.

8 Thomas W. Leigh, Thomas E. DeCarlo, David Albright and James Lollar, “Salesperson Knowledge Distinctions and Sales Performance,” Journal of Personal Selling and Sales Management 34 (Issue 2, Spring 2014), pp. 123–40.

9 Joanne Lynch and Leslie de Chernatony, “Winning Hearts and Minds: Business-to-Business Branding and the Role of the Salesperson,” Journal of Marketing Management (February 2007), pp. 123–37; Kenneth Evans, Robert E. Kleine, Timothy D. Landry, and Lawrence A. Crosby, “How First Impressions of a Customer Impact Effectiveness in an Initial Sales Encounter,” Journal of the Academy of Marketing Science 28 (Fall 2000), pp. 512–26.

10 Krongjit Laochumnanvanit and David H. B. Bednall, “Consumers’ Evaluation of Free Service Trial Offers,” Academy of Marketing Science Review (January 2005), pp. 1–17; Julie Johnson, Hiram C. Barksdale, and James S. Boles, “The Strategic Role of the Salesperson in Reducing Customer Defection in Business Relationships,” Journal of Personal Selling & Sales Management 21 (Spring 2001), pp. 123–34.

11 Jeffrey E. Lewin, “Business Customer’s Satisfaction: What Happens When Suppliers Downsize?” Industrial Marketing Management 38 (Issue 3, April 2009), pp. 283–99.

Chapter 9

1 Roger Fisher, William Ury, and Bruce Patton, Getting to Yes: Negotiating Agreement without Giving In, 3rd ed. (New York: Penguin Books USA, 2011).

2 Sean Dwyer, John Hill, and Warren Martin, “An Empirical Investigation of Critical Success Factors in the Personal Selling Process for Homogeneous Goods,” Journal of Personal Selling & Sales Management 20 (Summer 2000), pp. 151–59.

3 James W. Pickens, The Art of Closing Any Deal: How to Be a Master Closer in Anything You Do (New York: Warner Books, 2003).

4 Tom Reilly, “Salespeople: Develop the Means to Handle Rejection,” Personal Selling Power (July/August 1987), p. 15.

5 Pickens, pp. 263–95; Stephan Schiffman, Getting to “Closed” (Chicago, IL: Dearborn Trade Publishing, 2002).

6 Greg W. Marshall, Daniel J. Goebel, and William C. Moncrief, “Hiring for Success at the Buyer-Seller Interface,” Journal of Business Research 56 (April 2003), pp. 247–55.

7 Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler, Services Marketing: Integrating Customer Focus across the Firm, 4th ed. (Chicago, IL: McGraw-Hill/Irwin, 2005).

8 Joël Le Bon and Douglas E. Hughes, “The Dilemma of Outsourced Customer Service and Care: Research Propositions from a Transaction Cost Perspective,” Industrial Marketing Management 38 (May 2009), pp. 404–10.

9 Douglas Amyx and Shahid Bhuian, “Salesperf: The Salesperson Service Performance Scale,” Journal of Personal Selling & Sales Management 29 (Fall 2009), pp. 367–76.

10 Gabriel R. Gonzalez, K. Douglas Hoffman, Thomas N. Ingram, and Raymond W. LaForge, “Sales Organization Recovery Management and Relationship Selling: A Conceptual Model and Empirical Test,” Journal of Personal Selling & Sales Management 30 (Summer 2010), pp. 223–38.

11 Frederich F. Reichheld, “Loyalty and the Renaissance of Marketing,” Marketing Management 2 (1994), pp. 10–21.

12 Aaron Arndt, Kenneth Evans, Timothy D. Landry, Sarah Mady & Chatdanai Pongpatipat, “The Impact of Salesperson Credibility-Building Statements on Later Stages of the Sales Encounter,” Journal of Personal Selling & Sales Management 34 (Issue 1, Winter 2014), pp. 19–32.

13 Adapted from: Ted Pollock, “How Good a Closer Are You?” American Salesman (June 2003), pp. 18–23.

Chapter 10

1 Google website (www.google.com), November 2015.

2 Eric G. Harris, Daniel M. Ladik, Andrew B. Artis, and David E. Fleming, “Examining the Influence of Job Resourcefulness on Sales Performance,” Journal of Marketing Theory and Practice 21 (Fall 2013), pp. 405–14.

3 Robert E. Carter, Conor M. Henderson, Inigo Arroniz, and Robert W. Palmatier, “Effect of Salespeople's Acquisition-Retention Trade-0ff on Performance,” Journal of Personal Selling and Sales Management 34 (Issue 2, Spring 2014), pp. 91–111.

4 C. Jay Lambe, Kevin L. Webb, and Chiharu Ishida, “Self-Managing Selling Teams and Team Performance: The Complementary Roles of Empowerment and Control,” Industrial Marketing Management 38 (Issue 1, January 2009), pp. 5–16.

5 Dave Kahle, “Salespeople: Position Yourselves with Power,” American Salesman (November 2007), pp. 14–21; William Kendy, “Time Management,” Selling Power (July 2000), pp. 34–36.

6 Jim Morgan, “Customer Information Management (CIM): The Key to Successful CRM in Financial Services,” Journal of Performance Management (May 2007), pp. 47–66; Daniel Tynan, “Leveraging Your Needs,” Sales & Marketing Management (December 2003), p. 23.

7 TerrAlign website (www.terralign.com), November 2015.

8 County and City Data Book (www.census.gov), November 2015.

9 www.nielsen.com, November 2015.

10 Judy A. Siguaw, Sheryl E. Kimes, and Jule B. Gassenheimer, “B2B Sales Force Productivity: Applications of Revenue Management Strategies to Sales Management,” Industrial Marketing Management (October 2003), pp. 539–51; Andris A. Zoltners and Sally E. Lorimer, “Sales Territory Alignment: An Overlooked Productivity Tool,” Journal of Personal Selling & Sales Management 20 (Issue 3, Summer 2000), pp. 139–50.

11 Mark W. Johnston and Greg W. Marshall, Sales Force Management, 12th ed. (London: Routledge, 2016), p. 163.

12 Ibid., p. 166.

13 Ibid.

Chapter 11

1 Mark W. Johnston, and Greg W. Marshall, Sales Force Management, 12th ed. (London: Routledge, 2016), p. 201.

2 Christian Schmitz and Shankar Ganesan, “Managing Customer and Orgnizational Complexity in Sales Organizations,” Journal of Marketing 78 (November, 2014), pp. 59–77.

3 Ryan Mullins and Niladri Syam, “Manager-Salesperson Congruence in Customer Orientation: The Bright and Dark Sides of Leadership in Aligning Values,” The Journal of Personal Selling and Sales Management 34 (Issue 3, Summer 2014), pp. 188–205.

4 C. Fred Miao and Kenneth R. Evans, “The Impact of Salesperson Motivation on Role Perceptions and Job Performance—A Cognitive and Affective Perspective, Journal of Personal Selling & Sales Management (Winter 2007), pp. 89–106; Jeffrey K. Sager, Junsub Yi, and Charles M. Futrell, “A Model Depicting Salespeople’s Perceptions,” Journal of Personal Selling & Sales Management 18 (Issue 3, Summer 1998), pp. 1–22.

5 Christophe Fournier, William A. Weeks, Christopher P. Blocker, and Lawrence B. Chonko, “Polychronicity and Scheduling’s Role in Reducing Role Stress and Enhancing Sales Performance,” Journal of Personal Selling and Sales Management 33 (Issue 2, Spring 2013), pp. 197–210.

6 Paolo Guenzi, Luigi M. De Luca, and Gabrielle Troilo, “Organizational Drivers of Salespeople’s Customer Orientation and Selling Orientation,” Journal of Personal Selling & Sales Management 31 (Issue 3, Summer 2011), pp. 369–86; Jeffrey E. Lewin and Jeffrey K. Sager, “An Investigation of the Influence of Coping Resources in Salesperson’s Emotional Exhaustion,” Industrial Marketing Management 38 (Issue 7, October 2009), pp. 798–805.

7 Bill Brooks, “Self-Management and Character, American Salesman (February 2006), pp. 19–22; Rene Y. Darmon, “Where Do the Best Sales Force Profit Producers Come From?” Journal of Personal Selling & Sales Management 13 (Issue 3, 1993), pp. 17–29.

8 Peter A. Redaya, Roger Marshall, and A. Parasuraman, “An Interdisciplinary Approach to Assessing the Characteristics and Sales Potential of Modern Salespeople,” Industrial Marketing Management 38 (Issue 7, October 2009), pp. 838–44; Joseph O. Rentz, C. David Shepherd, Armen Tashchian, Pratibha A. Dabholkar, and Robert T. Ladd, “A Measure of Selling Skill: Scale Development and Validation,” Journal of Personal Selling & Sales Management (Winter 2002), pp. 13–22.

9 Christian Schmitz, Lee Hou-Cheong, and Gary L. Lillian, “Cross Selling Performance in Complex Selling Contexts: An Examination of Supervisory and Incentive Based Controls,” Journal of Marketing 78 (May 2014), pp. 1–19.

10 C. Fred Miao, Donald J. Jund, and Kenneth R. Evans, “Re-examining the Influence of Career Stages on Salesperson Motivation: A Cognitive and Affective Perspective,” Journal of Personal Selling & Sales Management 29 (Issue 3, Spring 2009), pp. 243–56; Francie Dalton, “Motivating the Unmotivated,” American Salesman (June 2007), pp. 6–10; Audrey Bottjen, “Incentives Gone Awry,” Sales & Marketing Management (May 2001), p. 72.

11 Nadia Pomirleanu and Babu John Mariados, “The Influence of Organizational and Functional Support on the Development of Job Satisfaction,” Journal of Personal Selling and Sales Management 35 (Issue 1, Winter 2015), pp.33–50

12 Vincent Onyemah, Scott D. Swain, Richard Hanna, “A Social Learning Perspective on Sales Technology Usage: Preliminary Evidence from an Emerging Economy,” Journal of Personal Selling & Sales Management 30 (Issue 2, Spring 2010), pp. 131–42; Michael W. Pass, Kenneth R. Evans, and John L. Schlacter, “Sales Force Involvement in CRM Information Systems: Participation, Support, and Focus,” Journal of Personal Selling & Sales Management (Summer 2004), pp. 229–42; Nicholas G. Paparoidamis, “Learning Orientation and Leadership Quality: Their Impact on Salespersons’ Performance,” Management Decision (July 2005), pp. 1054–64; Arthur Baldauf, David W. Cravens, and Nigel F. Piercy, “Examining Business Strategy, Sales Management, and Salesperson Antecedents of Sales Organization Effectiveness,” Journal of Personal Selling & Sales Management 21 (Issue 2, Spring 2001), pp. 109–22.

13 TerrAlign website (www.terralign.com), June 2015.

14 Vaibhav Chawla and Sridhar Guda, “Workplace Spirituality as a Precursor to Relationship Oriented Selling Characteristics,” Journal of Business Ethics 115 (June 2013), pp. 63–73

15 Denny Bristow, Douglas Amyx, Stephen B. Castleberry, and James J. Cochran, “A Cross Generational Comparison of Motivational Factors in a Sales Career Among Gen-X and Gen-Y College Students,” Journal of Personal Selling & Sales Management 31 (Issue 1, Winter 2011), pp. 77–86; Brian Rutherford, JungKun Park, and Sang-Lin Han, “Increasing Job Performance and Decreasing Salesperson Propensity to Leave: An Examination of an Asian Sales Force,” Journal of Personal Selling & Sales Management 31 (Issue 2, Summer 2011), pp. 171–84; William A. Weeks and Christophe Fournier, “The Impact of Time Congruity on Salesperson’s Role Stress: A Person-Job Fit Approach,” Journal of Personal Selling & Sales Management 30 (Issue 1, Winter 2010), pp. 73–90; Adam Rapp, Raj Agnihotri and Thomas L. Baker, “Concepetualizing Salesperson Competitive Intelligence: An Individual Level Perspective,” Journal of Personal Selling & Sales Management 31 (Issue 2, Spring 2011), pp. 141–56; Jeffrey E. Lewin and Jeffrey K. Sager, “The Influence of Personal Characteristics and Coping Strategies on Salesperson’s Turnover Intentions,” Journal of Personal Selling & Sales Management 30 (Issue 4, Fall 2010), pp. 355–70; Michael Segalla, Dominique Rouzies, Madeleine Besson, and Barton A. Weitz, “A Cross-National Investigation of Incentive Sales Compensation,” International Journal of Research in Marketing, December 2006, pp. 419–30; William A. Weeks, Terry W. Loe, Lawrence B. Chonko, Carlos Ruy Martinez, and Kirk Wakefield, “Cognitive Moral Development and the Impact of Perceived Organizational Ethical Climate on the Search for Sales Force Excellence: A Cross-Cultural Study,” Journal of Personal Selling & Sales Management 26 (Issue 2, Spring 2006), pp. 205–21.

16 Dheeraj Sharma, Jule B. Gassenheimer, and Bruce L. Alford, “Internet Channel and Cannibalization: An Empirical Assessment of Sales Agents’ Perspective,” Journal of Personal Selling & Sales Management 30 (Issue 3, Summer 2010), pp. 209–22; James S. Boles, John Any Wood, and Julie Johnson, “Interrelationships of Role Conflict, Role Ambiguity, and Work-Family Conflict with Different Facets of Job Satisfaction and the Moderating Effects of Gender,” Journal of Personal Selling & Sales Management 23 (Issue 2, Spring 2003), pp. 99–113.

17 Scott B. Friend, Jeff S. Johnston, Brian N Rutherford, and G. Alexander Hamwri, “INDSALES Model: A facet level Job Satisfaction Model Among Salespeople,” Journal of Personal Selling and Sales Management 33 (Issue 4, Fall 2013), pp. 419–38.

18 Jeffrey K. Sager, Junsub Yi, and Charles M. Futrell, “A Model Depicting Salespeople’s Perceptions,” Journal of Personal Selling & Sales Management 18 (Issue 3, Summer 1998), pp. 1–22.

19 Dee K. Knight, Hae-Jung Kim, and Christy Crutsinger, “Examining the Effects of Role Stress on Customer Orientation and Job Performance of Retail Salespeople,” International Journal of Retail & Distribution Management 35 (Issue 5, 2007), pp. 381–99.

20 Subhra Chakrabarty, Diana T. Oubre, and Gene Brown, “The Impact of Supervisory Adaptive Selling and Supervisory Feedback on Salesperson Performance,” Industrial Marketing Management (June 2008), pp. 447–60.

21 Fernando Jaramillo, Jay Prakash Mulki, and Paul Solomon, “The Role of Ethical Climate on Salesperson’s Role Stress, Job Attitudes, Turnover Intention, and Job Performance,” Journal of Personal Selling & Sales Management, (Summer 2006), pp. 271–90; Eli Jones, Donna Massey Kantak, Charles M. Futrell, and Mark W. Johnston, “Leader Behavior, Work-Attitudes, and Turnover of Salespeople: An Integrative Study,” Journal of Personal Selling & Sales Management 16 (Issue 2, Spring 1996), pp. 13–23.

22 James B. DeConinck and Julie T. Johnson, “The Effects of Perceived Supervisor Support, Perceived Organizational Support and Organizational Justice on Turnover Among Salespeople,” Journal of Personal Selling & Sales Managemenet 29 (Issue 4, Fall 2009), pp. 333–51; Nigel F. Piercy, David W. Cravens, and Nikala Leanea, “Sales Management Control Level and Competencies: Antecedents and Consequences,” Industrial Marketing Management 38 (Issue 3, May 2009), pp. 459–67; Mark P. Leach, Annie H. Liu, and Wesley J. Johnston, “The Role of Self-Regulation Training in Developing the Motivation Management Capabilities of Salespeople,” Journal of Personal Selling & Sales Management (Summer 2005), pp. 269–81.

23 Fernando Jaramillo, Douglas B. Grisaffe, Lawrence B. Chonko, and James A. Roberts, “Examining the Impact of Servant Leadership on Sales Force Performance,” Journal of Personal Selling & Sales Management 29 (Issue 3, Summer 2009), pp. 257–76; James B. DeConinick, “The Effects of Leader-Member Exchange and Organizational Identification on Performance and Turnover Among Salespeople,” Journal of Personal Selling & Sales Management 21 (Issue 1, Winter 2011), pp. 21–34.

24 Todd J. Arnold, Timothy D. Landry, Lisa K. Scheer, and Simona Stan, “The Role of Equity and Work Environment in the Formation of Salesperson Distributive Fairness Judgements,” Journal of Personal Selling & Sales Management 29 (Issue 1, Winter 2008–09), pp. 61–80; Tara Burnthorne Lopez, Chistopher D. Hopkins, and Mary Anne Raymond, “Reward Preferences of Salespeople: How Do Commissions Rate?” Journal of Personal Selling & Sales Management (Fall 2006), pp. 381–99.

25 Christian Hornburg, Torsten Bornemann, and Max Kretzler, “Delusive Perception – Antecedents and consequences of Salespeople’s Misperception of Customer Commitment,” Journal of the Academy of Marketing Science 42 (March 2014), pp. 137–153

Chapter 12

1 William Weeks and Christophe Fournier, “The Impact of Time Congruity on Salesperson’s Role Stress: A Person-Job Fit Approach,” Journal of Personal Selling & Sales Management 20 (Issue 1, Winter 2010), pp. 73–90; Kenneth R. Evans, John L. Schlacter, Roberta J. Schultz, and Dwayne D. Gremler, “Salesperson and Sales Manager Perceptions of Salesperson Job Characteristics and Job Outcomes: A Perceptual Congruence Approach,” Journal of Marketing Theory and Practice (Fall 2002), pp. 30–45.

2 Peter R. Dickson, Walfried M. Lassar, Gary Hunter, and Samit Chakrovort, “The Pursuit of Excellence in Process Thinking and Customer Relationship Management,” Journal of Personal Selling & Sales Management 29 (Issue 2, Spring 2009, pp. 111–24; Diane Coutu, “HBR Case Study: We Googled You,” Harvard Business Review (June 2007), pp. 37–45.

3 Carole Ann King, “Frustration Mounts as Recruiting Gets Harder,” National Underwriter (March 19, 2001), pp. 6–7.

4 David Ice, “Looking to Hire New Reps?” Agency Sales (January 2008), p. 7.

5 Brian P. Matthews and Tom Redman, “Recruiting the Wrong Salespeople: Are the Job Ads to Blame?” Industrial Marketing Management (October 2001), pp. 541–59.

6 Dawn R. Deeter-Schmelz and Karen Norman Kennedy, “A Global Perspective on the Current State of Sales Education in the College Curriculum, Journal of Personal Selling & Sales Management 31 (Issue 1, Winter 2011), pp. 55–76; Michael A. Wiles and Rosann L. Spiro, “Attracting Graduates to Sales Positions and the Role of the Recruiter Knowledge: A Re-Examination,” Journal of Personal Selling & Sales Management 24 (Issue 1, 2004), pp. 39–52; Audrey Bottjen, “The Benefits of College Recruiting,” Sales and Marketing Management (April 2001), p. 20.

7 Alan J. Dubinsky, Rolph E. Anderson, and Rajiv Mehta, “Selection, Training, and Performance Evaluation of Sales Managers: An Empirical Investigation,” Journal of Business-to-Business Marketing (1999), pp. 37–51; E. James Randall and Cindy H. Randall, “Review of Salesperson Selection Techniques and Criteria: A Managerial Approach,” International Journal of Research in Marketing 7 (1990), pp. 81–95.

8 Donald M. Truxillo, Talya N. Bauer, Michael A. Campion, and Matthew E. Paronto, “A Field Study of the Role of Big Five Personality in Applicant Perceptions of Selection, Fairness, Self, and the Hiring Organization,” International Journal of Selection and Assessment (September 2006), pp. 269–81.

9 Raj Agnihorti, Adam Rapp, Prabakar Kothandaraman, and Rakesh K. Singh, “An Emotion-Based Model of Salesperson Ethical Behaviors,” Journal of Business Ethics 109 (August 2012), pp. 243–57.

10 Myron Gable, Charles Hollon, and Frank Dangello, “Increasing the Utility of the Application Blank: Relationship between Job Application Information and Subsequent Performance and Turnover of Salespeople,” Journal of Personal Selling and Sales Management (Summer 1992), pp. 39–55.

11 Joe Mullich and Shari Caudron, “Cracking the Ex-Files,” Workforce Management (September 2003), pp. 51–54.

12 Margaret Jenkins and Richard Griffith, “Using Personality Constructs to Predict Performance: Narrow or Broad Bandwidth,” Journal of Business and Psychology (December 2004), pp. 255–70.

13 Robert P. Tett and Neil D. Christiansen, “Personality Tests at the Crossroads: A Response to Morgeson, Campion, Dipboyes, Hollenbeck, Murphy, and Schmitt,” Personnel Psychology (Winter 2007), pp. 967–94.

14 Frank Cespedes, Organizing and Implementing the Marketing Effort: Text and Cases (Reading, MA: Addison-Wesley, 1991), pp. 87–88.

15 Subhra Chakrabarty, Robert E. Widing II, and Gene Brown, “Selling Behaviors and Sales Performance: The Moderating and Mediating Effects of Interpersonal Mentalizing,” Journal of Personal Selling and Sales Management, 34, (Issue 2, Spring 2014), pp. 112–22.

16 Annual Report for Cisco Systems, 2015, online at www.Ciscosystems.com.

17 Chia-Yi Cheng, “A Longitudinal Study of Newcomer Job Embeddedness and Sales Outcoomes for LIfe Insurance Salespersons,” Journal of Business Research 67 (July 2014), pp. 1430–38.

18 Shikhar Sarin, Trina Sego, Ajay K. Kohli, and Goutam Challagalla, “Characteristics that Enhance Training Effectiveness in Implementing Technological Change in Sales Strategy: A Field-Based Exploratory Study,” Journal of Personal Selling & Sales Management 30 (Issue 2, Spring 2010), pp. 143–56; Rebecca Aronauer, “The Classroom vs. E-Learning,” Sales and Marketing Management (October 2006), p. 21; Mark McMaster, “A Tough Sell: Training the Salesperson,” Sales & Marketing Management, (January 2001), p. 42.

19 Jean C. Mowrey and Scott Hull, “Beyond Training,” Pharmaceutical Executive (April 2001), pp. 108–22.

20 Alfred Pelham, “Sales Force Involvement in Product Design: The Influence on the Relationships Between Consulting-Oriented Sales Management Programs and Performance,” Journal of Marketing Theory and Practice (Winter 2006), pp. 37–56; Judy A. Wagner, Noreen M. Klein, and Janet E. Keith, “Selling Strategies: The Effects of Suggesting a Decision Structure to Novice and Expert Buyers,” Journal of the Academy of Marketing Science 29 (Issue 3, Summer 2001), pp. 289–306.

21 Thomas L. Powers, Thomas E. DeCarlo, and Gouri Gupte, “An Update on the Status of Sales Management Training, Journal of Personal Selling & Sales Management 30 (Issue 4, Fall 2010), pp. 319–26; Andrew B. Artis and Eric G. Harris, “Self-Directed Learning and Sales Force Performance: An Integrated Framework,” Journal of Personal Selling & Sales Management (Winter 2007), pp. 9–21.

22 Jeffrey P. Boichuck, Williy Bolander, Zachary R. Hall, Michael Ahearne, William J. Zahn, and Melissa Nieve, “Learned Helplessness Among Newly Hired Salespeople and the Influence of Leadership,” Journal of Marketing 78 (January 2014), pp. 95–111.

23 Adel I. EI-Ansary, “Sales Force Effectiveness Research Reveals New Insights and Reward-Penalty Patterns in Sales Force Training,” Journal of Personal Selling & Sales Management 13 (Issue 2, Spring 1993), pp. 83–90.

24 Erika Rasmusson, “Training Goes Virtual,” Sales & Marketing Management (September 2000), p. 48.

25 Johnson Controls website (www.jci.com), June 2015.

26 Education Development Center (www.edc.org), November 2008; and Kevin Dobbs, “When Learning Really Happens,” Sales & Marketing Management (November 2000), p. 98.

27 Kirby L. J. Shannahan, Alan J. Bush and Rachelle J. Shannahan, “Are Your Salespeople Coachable? How Salesperson Coachability, Trait competitiveness, and Transformational Leadership Enhance Sales Performance,” Journal of the Academcy of Marketing Science 41 (January 2013), pp. 40–54.

28 Ashraf M. Attia, Earl D. Honeycutt Jr., and M. Asri Jantan, “Global Sales Training: In Search of Antecedent, Mediating, and Consequence Variables,” Industrial Marketing Management (April 2008), pp. 181–201.

Chapter 13

1 Kerr’s original article was updated and republished as follows: Steven Kerr, “On the Folly of Rewarding A, While Hoping for B,” Academy of Management Executive 9 (Issue 1, 1995), pp. 7–14.

2 Bruce Talgan, “Real Pay for Performance,” Journal of Business Strategy (May/June 2001), pp. 19–22.

3 C. Bram Cadsby, Fei Song, and Francis Tapon, “Sorting and Incentive Effects of Pay for Performance: An Experimental Investigation,” Academy of Management Journal 50 (April 2007), p. 387; James W. Walker, “Perspectives on Compensation,” Human Resource Planning 24 (June 2001), pp. 6–8.

4 Arun Sharma, “Customer Satisfaction-Based Incentive Systems: Some Managerial and Salesperson Considerations,” Journal of Personal Selling & Sales Management (Spring 1997), pp. 61–70.

5 Joel Silver, “Building an Effective Sales Incentive Program,” www.saleslobby.com, January 2002.

6 Cengiz Yilmaz and Shelby D. Hunt, “Salesperson Cooperation: The Influence of Relational, Task, Organizational, and Personal Factors,” Journal of the Academy of Marketing Science (Fall 2001), pp. 335–57.

7 S. Scott Sands, “Ineffective Quotas: The Hidden Threat to Sales Compensation Plans,” Compensation and Benefits Review 32 (March–April 2000), pp. 35–42.

8 Susan L. Dustin and Ariel R. Belasen, “The Impact of Negative Compensation Changes on Individual Sales Performance,” Journal of Personal Selling & Sales Management 33 (Issue 4, Fall 2013), pp. 403–17.

9 Kemba J. Dunham, “Back to Reality: To Lure Workers, Dot-Coms Are Having to Focus on Something Besides Options, Such as Salaries,” The Wall Street Journal (April 12, 2001), p. R5.

10 V. Kumar, Rajkumar Venkatesan, and Werner Reinartz, “Implications of Adopting a Customer-Focused Sales Campaign,” Journal of Marketing 72 (September 2008), p. 50; Charles E. Pettijohn, Linda S. Pettijohn, and A. J. Taylor, “Does Salesperson Perception of the Importance of Sales Skills Improve Sales Performance, Customer Orientation, Job Satisfaction, and Organizational Commitment, and Reduce Turnover?” Journal of Personal Selling & Sales Management 27 (Winter 2007), p. 75; Ramon A. Avila, Edward F. Fern, and O. Karl Mann, “Unraveling Criteria for Assessing the Performance of Salespeople: A Causal Analysis,” Journal of Personal Selling & Sales Management 8 (May 1988), pp. 45–54; and Richard E. Plank and David A. Reid, “The Mediating Role of Sales Behaviors: An Alternative Perspective of Sales Performance and Effectiveness,” Journal of Personal Selling & Sales Management 14 (Summer 1994), pp. 43–56.

11 Sven A. Haugland, Igunn Myrtveit, and Arne Nygaard, “Market Orientation and Performance in the Service Industry: A Data Envelopment Analysis,” Journal of Business Research 60 (November 2007), p. 1191; Bernard Jaworksi, Vlasis Stathakopoulos, and Shanker Krishan, “Control Combinations in Marketing: Conceptual Framework and Empirical Evidence,” Journal of Marketing 57 (January 1993), pp. 57–69.

12 David W. Cravens, Thomas N. Ingram, Raymond W. LaForge, and Clifford E. Young, “Behavior-Based and Outcome-Based Salesforce Control Systems,” Journal of Marketing 57 (October 1993), pp. 47–59.

13 Manoshi Samaraweera and Betsy D. Gelb, “Formal Salesforce Controls and Revenue Production: A Meta-Analysis,” Journal of Personal Selling & Sales Management 35 (Issue 1, Winter 2015), pp. 23–32.

14 Lee Froschheiser, “Unlock the Power and Potential of Your Team,” American Salesman 53 (May 2008), p. 5; Alan Test, “Selling Is Still a Numbers Game,” American Salesman 38 (June 1993), pp. 10–14; and Pete Frye, The Complete Selling System (Dover, NH: Upstart Publishing Co., 1992).

15 Benton Cocanougher and John M. Ivancevich, “BARS Performance Rating for Sales Personnel,” Journal of Marketing 42 (July 1978), pp. 87–95.

16 Arun Sharma, Michael Levy, and Heiner Evanschitzky, “The Variance in Sales Performance Explained by the Knowledge Structures of Salespeople,” Journal of Personal Selling & Sales Management 27 (Spring 2007), p. 169; Lyndon E. Dawson, Jr., Barlow Soper, and Charles E. Pettijohn, “The Effects of Empathy on Salesperson Effectiveness,” Psychology and Marketing 9 (July/August 1992), pp. 297–310; and Neil M. Ford, Orville C. Walker, Jr., Gilbert A. Churchill, Jr., and Steven W. Hartley, “Selecting Successful Salespeople: A Meta-Analysis of Biographical and Psychological Selection Criteria,” in Annual Review of Marketing, ed. Michael J. Houston (Chicago, IL: American Marketing Association, 1987), pp. 90–131.

17 Cocanougher and Ivancevich, “BARS Performance Rating,” p. 89.

18 Greg W. Marshall, John C. Mowen, and Keith J. Fabes, “The Impact of Territory Difficulty and Self versus Other Ratings on Managerial Evaluations of Sales Personnel,” Journal of Personal Selling & Sales Management 12 (Fall 1992), pp. 35–47.

19 Cocanougher and Ivancevich, “BARS Performance Rating,” pp. 90–99.

20 Mary Jo Bitner, Bernard H. Booms, and Mary Stanfield Tetreault, “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing 54 (January 1990), pp. 71–84.

21 Roger J. Placky, “Appraisal Scales That Measure Performance Outcomes and Job Results,” Personnel 60 (May/June 1983), pp. 57–65.

22 Scott Wimer and Kenneth M. Nowack, “13 Common Mistakes Using 360-Degree Feedback,” Training & Development 52 (May 1998), pp. 69–78.

23 “Give Yourself a Job Review,” American Salesman (May 2001), pp. 26–27.

24 Charles E. Pettijohn, Linda S. Pettijohn, and Michael d’Amico, “Characteristics of Performance Appraisals and Their Impact on Sales Force Satisfaction,” Human Resource Development Quarterly 12 (Summer 2001), pp. 127–39.

25 William Fitzgerald, “Forget the Form in Performance Appraisals,” HR Magazine 40 (December 1995), p. 134.

26 Helen Rheem, “Performance Management: A Progress Report,” Harvard Business Review (March/ April 1995), p. 11.

Chapter 14

1 Nikolaos G. Panagopoulos, Nick Lee, Ellen Bolman Pullins, George J. Avlonitis, Pascal Brassier, Paolo Guenzi, Anna Humenberger, Piotr Kwiatek, Terry W. Loe, Elina Oksanen-Ylikoski, Robert M. Peterson, Beth Rogers, and Dan C. Weilbaker, “Internationalizing Sales Research: Current Status, Opportunities, and Challenges, Journal of Personal Selling and Sales Management 31 (Issue 3, 2011), pp. 219–42.

2 Thomas L. Friedman, The World is Flat, (New York: Farrar, Straus, and Giroux, 2005), pp. 345–52.

3 Merriam-Webster online dictionary, 2015, http://www.merriam-webster.com/dictionary/globalization.

4 Greg W. Marshall and Mark W. Johnston, Marketing Management, 2nd ed. (New York: McGraw-Hill, 2015), p. 106.

5 Stephen A. Samaha, Joshua T. Beck, Robert W. Palmatier, “The Role of Culture in International Relationship Marketing,” Journal of Marketing 78 (September 2014), pp. 78–98.

6 Carole Hotchkiss, “The Sleeping Dog Stirs: New Signs of Life in Efforts to End Corruption in International Business,” Journal of Public Policy and Marketing 17 (1), pp. 108–115.

7 Joel E. Urbany, Thomas J. Reynolds, and Joan M. Phillips, 2008, “How to Make Values Count in Everyday Decisions,” MIT Sloan Management Review (Summer 2008), pp. 75–87; O. C. Ferrell, Thomas N. Ingram, and Raymond W. LaForge, “Initiating Structure for Legal and Ethical Decisions in a Global Sales Organization,” Industrial Marketing Management 29 (Issue 6, 2000), pp. 555–64.

8 Martine Milliet-Erbinder, November 2015, “Writing off Tax Deductibility,” OECD Observer, www.oecdobserver.org/news/fullstory.php/aid/245/Writing_off_tax_deductibility_.html.

9 Marshall and Johnston, Marketing Management, 2nd ed., p. 12.

10 Virpi Turkulainen, Jaakko Kujala, Karlos Artto, and Raymond E. Levitt, “Organizing in the Context of Global Project Based Firm – The Case of Sales-Operations Interface,” Industrial Marketing Management 42 (February 2013), pp. 223–33.

11 Rajshekhar G. Javalgi, Elad Granot, and Thomas G. Brashear, “Qualitative Methods in International Sales Research: Cross Cultural Considerations,” Journal of Personal Selling and Sales Management 31 (Issue 2, 2011), pp. 151–70.

12 Mayer-Brown, “Guide to Doing Business in Vietnam,” October 2015, http://www.mayerbrown.com/publications/A-Guide-to-Doing-Business-in-Vietnam.

13 Vishag Badrinarinarayanan, Sreedhar Madhavaram, and Elad Granot, “Global Virtual Sales Teams (GVST): A Conceptual Framework of the Influence of Intellectual and Social Capital on Effectiveness,” Journal of Personal Selling and Sales Management 31 (Issue 3, 2011), pp. 7–20.

14 Julian Birkinshaw, Omar Toulan, and David Arnold, 2001, “Global Account Management in Multinational Corporations: Theory and Evidence,” Journal of International Business Studies (Issue 2, 2011) 32, pp. 231–248.

15 Dawn R. Deeter-Schmelz and Karen Norman Kennedy, “A Global Perspective on the Current State of Sales Education in the College Curriculum, Journal of Personal Selling and Sales Management 31 (Issue 1, 2011), pp. 55–76.

16 Darin W. White, R. Keith Absher, and Kyle A. Huggins, “The Effects of Hardiness and Cultural Distance on Sociocultural Adaptation in an Expatriate Sales Manager Position,” Journal of Personal Selling and Sales Management 31 (Issue 3, 2011), pp. 325–38.

17 Charles Hampden-Turner and Fons Trompenaars, Building Cross-Cultural Competence: How to Create Wealth from Conflicting Values (New Haven, CN: Yale University Press, 2000).

18 Jay P. Mulki, Barbara Caemmerer, Githa S. Heggde, “Leadership Style, Salesperson’s Work Effort and Job Performance: The Influence of Power Distance,” Journal of Personal Selling and Sales Management 35 (Issue 1, Winter 2015) pp. 3–22.

19 Bruce R. Money and John L. Graham, “Sales Performance, Pay and Job Satisfaction: Tests of a Model Using Data Collected in the U.S. and Japan,” Journal of International Business Studies 30 (Issue 1, 1999), pp. 149–72.