Abstract
This research investigates the influence of retail chain-level activities (e.g., district supervisor directives and policies) and store manager behaviors on the sale of physical products versus services. Using data gathered within a U.S.-based retail automotive parts chain, the authors discover that to sell services, especially in competitive environments, store managers should focus on sales planning and transformative leadership behaviors, which accentuate both the long-term planning horizon and the effects of managerial actions. In less competitive environments though, a more transactional approach (e.g., selling orientation) can be effective for selling services. Alternatively, to sell products, store managers' selling effort appears to be the most important driver of success, and a transformative leadership approach may be detrimental when the retailer faces a high level of direct competition. In total, the findings suggest that corporate chain activities, such as the level and clarity of store managers' goals and supervisor monitoring, influence store manager behaviors, which in turn affect the sale of physical products and services.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 129-144 |
| Number of pages | 16 |
| Journal | Journal of Retailing |
| Volume | 85 |
| Issue number | 2 |
| DOIs | |
| State | Published - Jun 1 2009 |
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Keywords
- Retail chain-level activities
- Service versus product sales
- Store manager behaviors
ASJC Scopus subject areas
- Marketing
Cite this
Understanding Retail Managers' Role in the Sales of Products and Services. / Arnold, Todd J.; Palmatier, Robert W.; Grewal, Dhruv; Sharma, Arun.
In: Journal of Retailing, Vol. 85, No. 2, 01.06.2009, p. 129-144.Research output: Contribution to journal › Article
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TY - JOUR
T1 - Understanding Retail Managers' Role in the Sales of Products and Services
AU - Arnold, Todd J.
AU - Palmatier, Robert W.
AU - Grewal, Dhruv
AU - Sharma, Arun
PY - 2009/6/1
Y1 - 2009/6/1
N2 - This research investigates the influence of retail chain-level activities (e.g., district supervisor directives and policies) and store manager behaviors on the sale of physical products versus services. Using data gathered within a U.S.-based retail automotive parts chain, the authors discover that to sell services, especially in competitive environments, store managers should focus on sales planning and transformative leadership behaviors, which accentuate both the long-term planning horizon and the effects of managerial actions. In less competitive environments though, a more transactional approach (e.g., selling orientation) can be effective for selling services. Alternatively, to sell products, store managers' selling effort appears to be the most important driver of success, and a transformative leadership approach may be detrimental when the retailer faces a high level of direct competition. In total, the findings suggest that corporate chain activities, such as the level and clarity of store managers' goals and supervisor monitoring, influence store manager behaviors, which in turn affect the sale of physical products and services.
AB - This research investigates the influence of retail chain-level activities (e.g., district supervisor directives and policies) and store manager behaviors on the sale of physical products versus services. Using data gathered within a U.S.-based retail automotive parts chain, the authors discover that to sell services, especially in competitive environments, store managers should focus on sales planning and transformative leadership behaviors, which accentuate both the long-term planning horizon and the effects of managerial actions. In less competitive environments though, a more transactional approach (e.g., selling orientation) can be effective for selling services. Alternatively, to sell products, store managers' selling effort appears to be the most important driver of success, and a transformative leadership approach may be detrimental when the retailer faces a high level of direct competition. In total, the findings suggest that corporate chain activities, such as the level and clarity of store managers' goals and supervisor monitoring, influence store manager behaviors, which in turn affect the sale of physical products and services.
KW - Retail chain-level activities
KW - Service versus product sales
KW - Store manager behaviors
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U2 - 10.1016/j.jretai.2008.09.006
DO - 10.1016/j.jretai.2008.09.006
M3 - Article
AN - SCOPUS:66049153604
VL - 85
SP - 129
EP - 144
JO - Journal of Retailing
JF - Journal of Retailing
SN - 0022-4359
IS - 2
ER -