Generating sales while providing service: A study of customer service representatives' ambidextrous behavior

Jasmand, C., Blazevic, V. & de Ruyter, K. (2012). Generating sales while providing service: A study of customer service representatives' ambidextrous behavior. Journal of Marketing, 76(1), pp. 20-37. doi: 10.1509/jm.10.0448

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Abstract

Cross- and up-selling in inbound call centers is a growing business practice, with the promise of enhanced revenue generation and customer retention. Yet firms struggle to create conditions that are conducive to customer service representatives' (CSRs') concurrent engagement in service and sales. By developing a framework of the antecedents and performance consequences of aligned sales and customer service provision, this study advances understanding of ambidexterity at the employee level. The framework receives strong support from an empirical study based on CSRs' survey responses and matched performance data. A CSR's locomotion orientation facilitates ambidextrous behavior and interacts positively with an assessment orientation. However, team identification and bounded discretion impair this valuable interplay. Ambidextrous behavior also increases customer satisfaction and sales performance but decreases efficiency. Nevertheless, the overall performance effect is positive.

Item Type: Article
Additional Information: Copyright AMA 2012.
Uncontrolled Keywords: ambidexterity, cross-/up-selling, customer service provision, employee level, regulatory modes
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Cass Business School
URI: http://openaccess.city.ac.uk/id/eprint/15906

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