Converting service encounters into cross-selling opportunities Does faith in supervisor ability help or hinder service-sales ambidexterity?

摘要

Purpose - This paper aims to examine how the motivation and ability of individual employees to sell influences their units' capability to align their service delivery with sales in a way that satisfies customers. It also addresses the potential influence of employees' confidence in their supervisor's ability to sell, such that they predict a joint influence of personal and proxy agency.