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Cited by 219Job Satisfaction and Organizational BehaviorEmployee Performance and MotivationCustomer Service Quality and Loyalty

Examining the Impact of Servant Leadership on Sales Force Performance

Jaramillo, Fernando, Grisaffe, Douglas B., Chonko, Lawrence B., Roberts, James A.·2009·Journal of Personal Selling & Sales Management
DOI 10.2753/pss0885-3134290304
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Abstract

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.

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Crossref · 10.2753/pss0885-3134290304

Cites

85 of 85 references verified0 citation errors · 0 not checkable

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  • Servant leadership predicts a variety of service-related outcomes, including customer-first orientation, customer-focused citizenship, and customer value cocreation.

    “Servant leadership predicts a variety of service-related outcomes, including customer-first orientation, customer-focused citizenship, and customer value cocreation, which involve organization members transcending simple “customer service” to go above and beyond in their efforts to help customers (Chen, Zhu, & Zhou, 2015;Hsiao, Lee, & Chen, 2015;Jaramillo, Grisaffe, Chonko, & Roberts, 2009).”

    From Taking Stock of Moral Approaches to Leadership: An Integrative Review of Ethical, Authentic, and Servant Leadership (2019) · cites this paper as Jaramillo, Grisaffe, Chonko, & Roberts, 2009

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Related

Authors
Jaramillo, F., Grisaffe, D. B., Chonko, L. B., & Roberts, J. A.
Affiliations
Baylor University (US)
ORCID
Jaramillo, Fernando
Venue
Journal of Personal Selling & Sales Management
Publisher
Informa UK Limited
Published
2009-06
Volume
29
Issue
3
Pages
257-275
ISSN
  • 0885-3134 (ISSN-L)
  • 1557-7813
DOI
10.2753/pss0885-3134290304
OpenAlex
W2021526009
Cited by
219
References
85
Citations by year
2026: 5 · 2025: 5 · 2024: 10 · 2023: 21 · 2022: 23 · 2021: 11 · 2020: 17 · 2019: 19 · 2018: 19 · 2017: 20 · 2016: 20 · 2015: 11 · 2014: 12 · 2013: 11 · 2012: 8
FWCI
8.86
Type
journal article
Language
en
Open access
closed
Locations
Journal of Personal Selling and Sales Management (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Keywords
servant leadership, salesperson performance, customer orientation, salespeople, adaptive selling behavior, extra-role behavior, sales leadership

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