The Discussion of the Effect of Psychological Empowerment of Front-Line Salespeople on Sales Performance

摘要

Empowerment is an effective method of improving organization effectiveness. Empowerment can raise the service level of employees effectively, mobilize the work enthusiasm of employees and motivate employees to provide customers with good service quality and improve service quality and customer satisfaction. Many enterprises have found they have to empower front-line employees, especially front-line salespeople, in order to understand customer needs quickly, response to customer demand and problems rapidly, and provide service for customers timely, in the process of interaction with customers. And the success of empowerment inside the enterprises depends on the perception of front-line salespeople’s empowerment, namely psychological empowerment of front-line salespeople. Based on the research literature, this paper proposes the conceptual model of the relationship between psychological empowerment of front-line salespeople and sales performance, discusses the mechanism of the effect of psychological empowerment of front-line salespeople on sales performance, and gives some suggestions from the perspective of human resource management practice.