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The effect of ‘can do’ and ‘reason to’ motivations on service–sales ambidexterity

Sok, Keo Mony, Sok, Phyra and De Luca, Luigi Mario 2016. The effect of ‘can do’ and ‘reason to’ motivations on service–sales ambidexterity. Industrial Marketing Management 55 , pp. 144-155. 10.1016/j.indmarman.2015.09.001

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Abstract

Salespersons are increasingly expected to explore cross-/up-selling opportunities while simultaneously fulfilling customer service requests; an activity known as service–sales ambidexterity. Engaging simultaneously in these seemingly conflicting tasks may pose self-regulatory and motivational challenges for salespersons. Drawing from regulatory mode and self-determination theories, this study argues that salespersons' engagement in service–sales ambidexterity is driven by the ‘can do’ motivations of locomotion and assessment orientations, and the ‘reason to’ motivations of enjoyment of work and driven to work. This study contributes to the new literature stream on service–sales ambidexterity by testing a model that integrates the two behavioral motivation explanations. Results indicate that service–sales ambidexterity is jointly determined by the ‘can do’ and the ‘reason to’ motivations, both directly and through their interactions. The study offers new theoretical and managerial implications on ambidexterity at the individual level of analysis.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Publisher: Elsevier
ISSN: 0019-8501
Date of Acceptance: 12 August 2015
Last Modified: 04 Jun 2017 08:51
URI: http://orca.cf.ac.uk/id/eprint/86281

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