EXAMINING THE IMPACT OF SERVANT LEADERSHIP ON SALES FORCE PERFORMANCE

摘要

Much has been written about the importance of focusing on customers to drive organizational success. In this paper, aspects of manager-salesperson relationships are examined as drivers of deeper customer focus in salesperson-customer interactions. In particular, managers' servant leadership, a leadership style emphasizing genuine concern for subordinate welfare, is examined as a catalyst of parallel concern by salespeople for their customers. Salesperson perceptions of managers' servant leadership empirically relate to salesperson customer orientation, in turn driving adaptive selling behaviors, customer-directed extra-role behaviors, and sales performance outcomes. Other results and implications for management and sales leadership research are presented.