业务
营销
收入
工作(物理)
质量(理念)
价值(数学)
服务(商务)
测量数据收集
财务
机器学习
工程类
哲学
认识论
统计
机械工程
计算机科学
数学
作者
Angela J. Xu,Raymond Loi,Cheris W. C. Chow,Vicky S. Z. Lin
标识
DOI:10.1177/10946705221087399
摘要
Cross-selling is one of the most important sales strategies retail organizations adopted to drive business revenue and increase customer lifetime value. While considerable efforts have been devoted to developing data-based cross-selling models, little is known about how and when store managers can drive frontline service employees (FSEs) to cross-sell. Drawing on work meaningfulness literature, we propose that a high-quality resource exchange relationship with the store manager (i.e., leader–member exchange, LMX) endows FSEs’ work with meaningfulness of serving others, which in turn promotes their engagement in cross-selling. We further contend that when store managers possess high person-organization fit, the impact of their LMX relationships on FSEs’ work meaningfulness of serving others and subsequent cross-selling would be stronger. A three-wave survey data from 166 FSEs and their store managers in a retail chain in China (i.e., Study 1) and an experiment among 120 U.S.-based working employees (i.e., Study 2) support our predictions. The present research offers important theoretical and practical implications for retailing management area.
科研通智能强力驱动
Strongly Powered by AbleSci AI