Title

Service leadership for adaptive selling and effective customer service teams

Document Type

Journal article

Source Publication

Industrial Marketing Management

Publication Date

4-1-2015

Volume

46

First Page

122

Last Page

131

Keywords

Service leadership; Adaptive selling; Customer orientation; Service recovery; In-role performance

Abstract

Companies are increasingly relying on customer service teams to deliver quality service critical for repeat business and profitability. But these teams need leadership to be effective. This study proposes that service leaders promote quality customer service by encouraging teams to develop adaptive selling capabilities. Data were collected from 113 customer service team leaders and 285 team members from a sample of consumer electronics retailing firms in Beijing, China. Data support the reasoning that by espousing service values, listening to customers, and encouraging improvements, service leaders help their teams become capable adaptive sellers. Results further suggest the contribution of team adaptive selling on customer team task performance, orientation to customers, and ability to recover from shortcomings in service. Findings extend recent research that leaders can have substantial impact by strengthening teamwork among followers by finding that service leaders develop customer service teams to be effective adaptive sellers.

DOI

10.1016/j.indmarman.2015.01.012

Print ISSN

00198501

E-ISSN

18732062

Publisher Statement

Access to external full text or publisher's version may require subscription.

Full-text Version

Publisher’s Version

Recommended Citation

Wong, A., Liu, Y., & Tjosvold, D. (2015). Service leadership for adaptive selling and effective customer service teams. Industrial Marketing Management, 46, 122-131. doi: 10.1016/j.indmarman.2015.01.012