ABSTRACT
DMSalesPerformance, a company comprised of graduates of the Weatherhead College of Management, prepared a report to the ABC Company. ABC Company has been concerned about factors that lead to a loss of productivity and loss of clients. The report specifically examined factors that lead to reliability and Promptness as components of quality. A Likert questionnaire was presented to a sample of three hundred of the company's top sales representatives, and a conceptual model was developed. Autonomy (AUT) and Customer Rejection (CR) were shown to be independent variables; Output Productivity and Satisfaction with Customer mediator variables; Reliability (REL) and Promptness (PR) dependent variables; and Learning Orientation a moderator variable. Control variables were included: AGE (age); GENDER (GEN); EDUC (level of education); and YRSJOB (years on the job). Reliability and Promptness were found to be influenced by Autonomy and Customer Rejection through full mediation from Output Productivity and Satisfaction with Customers. There was a conditional indirect effect of Learning Orientation on the relationship between the independent variables of Autonomy and Customer Rejections and the mediators Output Productivity and Satisfaction with Customers.
Key words: productivity, autonomy, customer rejection, output productivity, satisfaction with customer, reliability, promptness, learning orientation
INTRODUCTION
Team effort and sales performance are reciprocally connected in today’s business operations and are very likely to be integrated together with a view to accomplishing most performance tasks in relation to the business. Sales performance is critical to the success of any revenue-generating business. The sales team’s job is to create a competitive advantage of the company’s product in the mind of customers against the competitor’s product. Therefore, it is important for a business to boost sales and keep the company afloat. In order to boost sales, businesses such as ABC Company must consider factors that influence sales performance, including sales quality and productivity. Finding out which factors influence the sales team’s performance towards the sales volume is important so that a company can take control of its sales team. While satisfaction with customers positively motivates sales workers to engage more in their activities, customer rejection does the opposite and impacts sales performance negatively. Output productivity provides synergies and autonomy regenerates energy to accomplish tasks successively and consummately. Reliability and promptness help workers remain interactive all the time around, and learning orientation is required when novel situations arrive. Promptness was found to be influenced by Autonomy and Customer Rejection through full mediation from Output Productivity and Satisfaction with Customers. There was a conditional indirect effect of Learning Orientation on the relationship between the independent variables of Autonomy and Customer Rejections and the mediators Output Productivity and Satisfaction with Customers.
THEORETICAL BACKGROUND & HYPOTHESIS DEVELOPMENT
Background
Based on a survey distributed to over the three hundred sales representatives respondents, a dataset anchored in collected data utilizing a Construct Code Book, the information is represented and interpreted using SPSS and then MPlus, The current study provides validation of a renowned existing
model using obtained data. A number of factors have been surmised that have steady interrelation with activities in relation with sales quality and sales productivity. The current study approach derived to conduct and construct this study will have a further impact on the design of future studies investigating the same spheres of the research. The following variables were tested: Autonomy (AUT); the frequency of Customer Rejection (CR) the employee felt; Output Productivity (OUT); Satisfaction with Customers (SATC); Reliability (REL) and Promptness (PR); and Learning Orientation (See Figure 1).
The two Independent variables were Autonomy (AUT) and Customer Rejection (CR). The Autonomy (AUT) construct that was utilized to determine the impact of AUT on Output Productivity (OUT), Satisfaction with the customer (SATC), Reliability (REL), and Promptness (PR). The Customer Rejection (CR) construct that was utilized was designed to determine the impact of CR on OUT, SATC, REL, and PR. The two dependent variables were Reliability and Promptness. Reliability involves the degree to which the salespeople resolve customer concerns. Two mediator variables are Output Productivity (OUT) and Satisfaction with Customers (SATC) (see Figure 1). Mediation tests a hypothetical causal chain where one variable affects a second variable and, in turn, that variable affects a third variable (Baron & Kenny, 1986). The moderator variable was Learning Orientation, which effected the relationships between the independent variables of Autonomy and Customer Rejection and the dependent variables Reliability and Promptness as they were mediated by Satisfaction with Customers and Output Productivity. Moderators help explain a process, and there is a relationship between the independent and dependent variables with some third variable, the mediator variable. In this model, we see also see the case of moderated mediation, or conditional indirect effects.
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