Fernando Jaramillo

Fernando Jaramillo
University of Texas at Arlington | UTA · Department of Marketing

About

52
Publications
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5,247
Citations

Publications

Publications (52)
Article
Full-text available
Drawing on the Job Demand-Resources (JD-R) theory, the present study investigates the underlying mechanisms through which capability control, a type of behavior-based control, influences salesperson turnover. Using a sample of 145 industrial salesperson–supervisor dyads from different industries, this study’s findings reveal that capability control...
Article
Purpose The purpose of this paper is twofold: first, to examine a customer orientation mechanism through which abusive supervision influences retail salespeople’s job performance; and second, to investigate how abusive supervision’s effects may be moderated by the same leader’s use of contingent punishment and contingent reward. Design/methodology...
Article
Full-text available
Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees-investm...
Article
Long-term customer relationships develop over repeated interactions, underscoring the importance of frontline employees (FLEs) engaging in ethical behaviors. Therefore, organizations must understand how a strong ethical climate (EC) may affect attitudes and behaviors among FLEs. This study reviews frontline-related EC research and employs a meta-an...
Article
Full-text available
Despite its importance in sales, listening is an overlooked concept in research with limited empirical studies examining the construct since the work conducted by Castleberry and Shepherd (1993) and Ramsey and Sohi (1997). Knowledge of the role listening plays in sales and the processes involved in explaining listening in relationship performance i...
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While previous literature provides evidence of the positive relationship between ethical climate and job satisfaction, the possible mechanisms of this relationship are still underexplored. This study aims to enhance scholars’ and practitioners’ understanding of the ethical climate–job satisfaction relationship by identifying and testing two of the...
Article
Purpose: The goal of this paper is to investigate whether salesperson proactive behavior mediates the relationship between sales manager servant leadership and salesperson overall performance rating by the sales manager. Moreover, it examines whether salesperson customer orientation and political skill moderate the sales manager servant leadership...
Article
It has been observed in the academic and practitioner literature, a disconnect between the activities of salespeople and the sales strategy espoused by sales organizations. This study examines organizational and individual factors that can influence salespersons’ willingness and ability to implement sales strategy. This paper also seeks to examine...
Article
Full-text available
Jaramillo, PhD, and Michael T. Krush, PhD While sales productivity will always be paramount to a competitive advantage, now, more than ever, salespeople must also focus on service quality and effectiveness to meet increased customer demands (Bowen & Schneider 2014). To remain competitive, salespeople must provide excellent service while still reac...
Article
Impression management tactics have recently been identified as effective strategies for coping with work stressors. However, despite the evidence that using a combination of tactics can provide more favorable outcomes than using a single tactic, previous studies have often examined impression management tactics in isolation. Furthermore, many sales...
Article
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This research investigates the effects of sales-service ambidexterity on salesperson role perceptions, behaviors, and customer satisfaction. Using a business-to-business, salesperson-customer sample, we build and test a model which highlights both the positive and negative consequences of this simultaneous goal pursuit. Specifically, while sales-se...
Article
Purpose The aim of this study is to reveal the contribution that Journal of Business & Industrial Marketing has to scientific research and its most influential thematic work in B-to-B since its beginning in 1986 until 2015, in commemoration of the 30th anniversary. Design/methodology/approach The paper begins with a qualitative introduction: the e...
Chapter
Customer orientation is the central element of market orientation and a precursor of organizational success and performance. This manuscript demonstrates that salesperson’s empathy increases the positive impact of customer orientation on customer satisfaction and trust. The manuscript also shows that supplier customer orientation is a key factor in...
Article
Careers in sales involve stress, which often translates to role stress that negatively impacts performance. To address this important issue, the present research examines an antecedent of stress, salespeople's regulation of emotions and the impact on organizational outcomes. Study findings show that salespeople's regulation of emotions is conducive...
Article
This study uses dyadic data from 145 salespeople paired with their managers to investigate relationships among servant leadership, ethical work climate (EWC), behavior control, trust in supervisor (TS), and salesperson performance. The manuscript tests a conceptual model based on precepts from servant leadership, the services climate concept, and t...
Chapter
The sunk cost effect and escalation of commitment theories are used to assess membership card pricing on consumer purchasing intentions. A simulation experiment is conducted to study the sunk cost effect and escalation of commitment theories prediction that individuals’ prior investments in a membership card increase the card members purchasing int...
Article
Emotions constitute a powerful psychological force that can significantly influence the behavior and performance of salespeople. However, emotions in the workplace still constitute an under-developed area of study, mainly in the field of sales. Sales turnover is also particularly important in relation to sales management due to the nature of sales...
Article
The concept of customer orientation (CO) is a focal construct in marketing and sales literature. Saxe and Weitz introduced CO to contrast the traditional high-pressure approach to sales (selling orientation). This study synthesizes empirical evidence from 1982 to 2013 to provide insight into the antecedents and consequences of both CO and selling o...
Article
This research examines a model focused on two acute workplace stressors—interpersonal conflict and work overload—and their interrelationships with role stress, emotional exhaustion, job attitude, working smart, job performance, and turnover intentions. The moderating role of working smart on the relationship between work overload and interpersonal...
Article
The performance effect is used to explain the significant differences between salespersons’ self-evaluation and supervisors’ ratings of job performance. It is shown that bottom performers overestimate, whereas top salespeople underestimate their performance. Also, results indicate that bottom performers are significantly more inaccurate than top sa...
Article
This response addresses the comments of Sharma, Rich, and Levy (2004) about the generalizability of the performance effect. The comments are addressed by bringing additional theoretical and empirical support with a new study that replicates and extends the results of our 2003 paper. Results confirm our 2003 findings that bottom performers overestim...
Article
The purpose of this study was to examine the equivalence of self-reports and managerial ratings of salesperson job performance. A meta-analysis showed that the two measures exhibited low convergent validity (mean corrected correlation = 0.19), which indicated that they are not interchangeable. The predictive validity of self-reports and managerial...
Article
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This paper focuses on five critical, yet underresearched, areas vital to sales performance in a marketplace that is increasingly more complex, more demanding of customized solutions, and more relationship focused. The five topic areas addressed are the ability to marshal intraorganizational resources by salespeople, salesperson creativity, examinin...
Article
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Purpose – The purpose of this paper is to investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes. Design/methodology/approach – Survey responses derived from 233 salespeople from three large financial institutions in Mexico are used to test relationships involving salespe...
Article
Job stress is an integral part of the organizational landscape and particularly severe in the sales profession. A host of studies have looked at felt stress, its antecedents, and consequences. This research examines how employee resistance to change and a manager's decisiveness affect the salesperson's felt stress and turnover intentions. This stud...
Article
Purpose – This research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and ultimately loyalty. Design/methodology/approach – Survey responses derived from 299 customers, concerning two large financial institutions within Chile, are used to...
Article
Virtual work is becoming the norm in sales organizations because it is cost effective for the firm and can benefit customers and salespeople. However, along with these benefits, virtual work brings new challenges to organizations. One critical issue is workplace isolation (WI). This study uses responses from a sample of 346 salespeoples in the phar...
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This paper examines the key individual contributors and institutional contributors to JPSSM, covering 628 articles written by 761 authors since the journal’s inception in fall/winter 1980 until its fall 2009 issue. The nature and the dynamics of the coauthor networks of the journal’s leading individual contributors are further investigated. Results...
Article
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Sales force retention is frequently deemed a critical organizational objective. Responses from 501 full-time salespeople from a variety of industries were used to test a model that examines the impact of servant leadership on salesperson's turnover intention. This study shows that servant leadership affects turnover intention through a complex mode...
Article
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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 subord...
Article
Since the inception of the concept, researchers have hypothesized that customer orientation plays a fundamental role in explaining sales performance. However, Franke and Park’s (2006) meta-analysis challenged this notion with findings of a nonsignificant effect of customer orientation on objective sales performance. This counterintuitive result was...
Article
This study combines meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI). Findings from 86 articles containing 115 independent samples and 161 effect sizes representing 42,877 customers are used to test a model of the relati...
Article
A consensus notion in sales research is that superior performance requires high levels of effort. Studying the effect of individual and situational factors on effort has significant implications for managers and academics. This study shows that supportive leadership leads to higher salesperson effort directly and through a mediating process that in...
Article
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As the lines blur between when work ends and home life begins, employees, working longer hours and multitasking, increasingly report feeling overwhelmed by their work. This research note investigates the effect of work overload and self-effcacy on important job outcomes—capability rewards and pay satisfaction. Utilizing social cognitive theory, the...
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This study explores why salespeople with equal intrinsic motivation may achieve different levels of performance. Utilizing action control theory, the paper explores the moderating effect of the initiative dimension of action-state orientation on the salesperson's intrinsic motivation and adaptive selling relationship. An empirical study is presente...
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This study develops and tests a model that examines the relationships among lone wolf tendencies, task performance, contextual performance, job satisfaction, and turnover intentions with a sample of 331 pharmaceutical salespeople. Results reveal that lone wolf tendencies lead to a lower contextual performance as represented by the dimensions of hel...
Article
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Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality. Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta-analyzed. Findings – Overall, SERVQUAL and SERVPER...
Article
Based on previous research, this study proposes conceptualization and measurement of five distinct ethical levels. The ideas are tested with secondary data obtained from responses of 246 salespeople to a nationwide survey conducted by a leading research firm. Results support a hierarchically indexed measure of ethical level and offer evidence that...
Article
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Purpose In the years since Saxe and Weitz developed a scale to measure the selling orientation and customer orientation (SOCO) of a salesperson, research findings on the effect of SOCO on salesperson job performance have shown mixed results. This article aims to synthesize the findings from the empirical studies to identify the direction and the st...
Article
This study builds on previous research to investigate the integrated effects of ethical climate and supervisory trust on salesperson’s job attitudes and intentions to quit. Responses from 344 salespeople who work for a global pharmaceutical company were used to examine the relationships among ethical climate, trust in supervisor, job satisfaction,...
Article
This study builds on previous research to investigate the effects of ethical climate on salesperson’s role stress, job attitudes, turnover intention, and job performance. Responses from 138 salespeople who work for a large retailer selling high-end consumer durables at 68 stores in 16 states were used to examine the process through which ethical cl...
Article
Emotional exhaustion and organizational deviance are getting increased attention because of their negative impact on business in terms of lost productivity, decreased job satisfaction, lower organizational commitment, and decreased performance. In this study, we investigated the combined effect of leadership style and person–job fit on emotional ex...
Article
Purpose – The purpose of this study is to build on previous research on stress in sales forces to investigate the effect of perceptions of time wasted on salespersons' attitudes and behavioral intentions. Design/methodology/approach – Responses from 400 salespeople who work in 49 business units of four Ecuadorian financial institutions were used to...
Article
Full-text available
Purpose – This study takes an interdisciplinary research orientation in an attempt to comprehensively investigate the effects of police stress internal to the organization (i.e. role ambiguity, role conflict, supervisor support, group cohesiveness, and promotion opportunities) on organizational commitment, after controlling for the effects of job s...
Article
This article presents a meta-analysis that includes studies conducted over the past 25 years across 14 countries and a mix of selling and nonselling situations. Findings indicate that the relationship between organizational commitment and job performance is positive and stronger for sales employees than for nonsales employees. Stronger correlations...
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Due to the effect of academic performance on employment opportunities and admission to graduate schools, researchers have long recognized the need for identifying factors that are linked to the academic performance of undergraduate marketing students. This research proposes a model that investigates the relationships among motivation, effort, perso...
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Market orientation has emerged as a significant antecedent of performance and is presumed to contribute to long-term success. To investigate the impact of this predictor, a meta-analysis was conducted and findings suggest that the relationship between market orientation and business performance is positive and consistent worldwide. One of the uniqu...
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This article identifies the selling techniques that are critical success factors (CSFs) for salespeople who sell banking products and services in Ecuador. The study examines the selling techniques that differentiate top and bottom sales performers in the Ecuadorian banking industry. Both self-reported and supervisor ratings are used to measure sale...
Article
A sample of 182 physicians from 17 counties of southwest central and northwest in Florida is employed to investigate the psychometric properties of the Stamps and Cruz [1] Physicians’ Satisfaction Scale. An analysis utilizing exploratory and confirmatory factor analysis suggests a shortened version of the scale consisting of 19 items and five dimen...
Article
This research examines the effect of practice arrangements on five dimensions of physicians' satisfaction (i.e., personal factors, resources, peer review, profession, and state regulations) and the moderating effect of job autonomy and decision making on this relationship. This research finds that physicians who work for HMOs and hospitals are more...