Authors: Berta Bekti Retnawati; Augusty Tae Ferdinand; Lalu Edy Herman; Elia Ardyan
Addresses: Department of Management, Faculty of Economics and Business, Soegijapranata Catholic University, Pawiyatan Luhur IV/1 Bendan Duwur, Semarang 50234, Indonesia ' Department of Management, Faculty of Economics and Business, Diponegoro University, Erlangga Tengah Street, Semarang 50241, Indonesia ' Department of Management, Faculty of Economics, Mataram University, Majapahit Street, Mataram 33125, Indonesia ' Department of Management, Sekolah Tinggi Ilmu Ekonomi Surakarta, Indonesia
Abstract: The current study aims at developing and testing a conceptual model on how to manage the salesperson's customer orientation for enhancing salesperson performance, by introducing the concept of salesperson energising relationship as a novelty in the sales management study. The research context is in the pharmaceutical industry in Indonesia, which holds a promising pharmaceutical market to the global market place. The structural equation model analysis is employed to test the hypotheses. The finding of this study demonstrates the pivotal role of salesperson energising relationship in mediating the customer orientation and salesperson performance as well as the role of salesperson autonomy and relational capital in influencing salesperson performance. The originality of this study is in the important role of salesperson energising relationship that contributing to enrich the sales management literature.
Keywords: customer orientation; salesperson energising relationship; relational capital; salesperson autonomy; salesperson performance.
International Journal of Services, Economics and Management, 2018 Vol.9 No.3/4, pp.317 - 336
Received: 14 Oct 2017
Accepted: 05 Oct 2018
Published online: 06 Feb 2019 *