Omar S Itani

Omar S Itani
University of Texas at Arlington | UTA · Marketing

Ph.D.

About

32
Publications
38,154
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1,107
Citations

Publications

Publications (32)
Article
Full-text available
This paper examines the use of social media by business-to-business (B2B) salespeople to assist in their job functions. The authors propose that a salesperson's attitude toward social media usefulness, as well as a salesperson's learning orientation, will influence how much a salesperson uses social media to assist in day-to-day job tasks. Addition...
Article
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In today's market, firms expect customers to not only consume their offerings, but also to market these offerings indirectly through different engagement behaviors. This study is conducted to examine factors that may drive customers to engage with restaurants. The research builds on the theory of engagement and relationship marketing literature to...
Article
The objective of this paper is to resolve mixed findings about which type of evidence is more persuasive—statistical or anecdotal information. In a meta-analysis of 61 papers exploring the persuasive impact of evidence type, we establish that, in situations where emotional engagement is high (e.g., an issue associated with a severe threat, involvin...
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Purpose The purpose of this paper is to understand the role of identity-based relationships, customer brand identification and peer identification, in driving customer outcomes including customer experiential hedonic value, social influence and repurchase intentions through the effects on value co-creation among customers and competitor brand hate,...
Article
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Consumer behavior is changing as a result of the COVID-19 pandemic, thus compelling attraction sites to find new ways of offering safe tours to visitors. Based on protection motivation theory, we develop and test a model that examines key drivers of visitors' COVID-19-induced social distancing behavior and its effect on their intent to use virtual...
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Corporate environmental ethics has moved from a niche issue within business strategy to a potential source of competitive advantage. Firms, however, are comprised of individuals who vary in their personal beliefs regarding environmental responsibility. Environmental stewards are those employees whose attitudes and actions reflect environmental conc...
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This study investigates the contemporary role of electronic word-of-mouth (eWOM) in business exchanges through buyers' signaling of observable and unobservable supplier characteristics on the Alibaba e-commerce platform. Utilizing a qualitative pre-study of 20 interviews (five buyer–supplier dyads with two interviews per firm) and more than 8000 bu...
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This study examines the effects of salespeople's social media and customer relationship management (CRM) technology use on value co-creation through knowledge and the downstream impact on sales performance. Based on task-technology fit and self-determination theories, the findings reveal that social media, CRM technology, and their interaction supp...
Article
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The primary goal of this study was to examine the role of salesperson moral identity centrality in value co-creation. This study identified and tested an extended identity-based formation process of selling orientation, customer orientation, and value co-creation. This was accomplished by examining the role of inclusion of other in the self and cir...
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The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual-based relationships, leading to a future full of opportunities for inside salespeople using social media. The practitioner literature suggests that inside sales represent th...
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Transhumanism is a movement that explores the possibilities that arise from integrating technology in the human body. Neurostimulators and smart prosthetics are some of the technologies that may soon change the way Humans interact with their surrounding environment and enhance their well-being. The current paper presents a framework for stakeholder...
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Purpose This paper aims to examine salesperson skills, including listening, communication, and adaptive selling, that can enable value co-creation with customers and increase sales performance, while taking into consideration the contingent role of salesperson relationship-enhancing activities. Methodology Survey and objective sales performance da...
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Although the effects of salesperson social media use have recently received significant scholarly attention, there remains critical research gaps that, if addressed, can further broaden our understanding of the impact of sales-person social media use in business-to-business settings. Grounded in construal level theory and the related psychological...
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Purpose-COVID-19 and its precautions, including social distancing, have revolutionized traditional retailing-and consumption patterns. In this turbulent environment, this study's purpose is twofold. First, we explore the direct effect of consumers' internal/external health locus-of-control on their hygiene consciousness, which in turn affects their...
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The purpose of this research is to examine the notion of salesperson moral identity as a prosocial individual trait and its associated effects on customer and coworker relationships. In addition, this study examines the underlying processes in which these effects occur as well as the moderating role of internal competitive climate. Our empirical in...
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Due to the increasing array of sales technology, salespeople must understand how each application assists them. This study examines how business-to-business salespeople use different forms of sales technology to meet their boundary-spanning roles. Our research draws from social exchange theory and task-technology fit theory to test a model that exa...
Article
Purpose This study aims to investigate salespersons’ self-monitoring and its effect on adaptive selling behavior. As salespeople are constantly facing different customers with various needs and want and engaging in a different sales situation, salespeople must deploy their inner capabilities in practicing adaptive selling behavior during and across...
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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...
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Drawing on social exchange theory, the current study examines new drivers and their associated processes of customer engagement. In spirit, the study tests the direct and indirect impacts of the extraversion-introversion personality trait on customer engagement. The study takes into consideration the contingency role of time by testing the moderati...
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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...
Conference Paper
On the basis of the Service-Dominant Logic (SDL) and salesperson after-sales service behaviors framework, this paper examines how sales representatives should respond to the increase in customer demandingness and expectations. Sales representatives can use different after-sales service behaviors to fulfill the needs of demanding customers and to dr...
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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...
Conference Paper
On the basis of the Service-Dominant Logic (SDL) and salesperson sales service behaviors framework, this study examines how sales representatives can satisfy demanding customers through after-sales service behaviors. We posit that salespeople, as boundary spanners, have a key role in keeping pace with customer demands and creating value within cust...
Article
Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced through tools such as sales-based customer relationship management (CRM) technology and social media. Using dyadic salesperson-customer data within a busin...
Conference Paper
In today's market, customers are not only consuming the market offerings of the firms, but also marketing these offerings indirectly through different engagement behaviors. Evidence suggest that customer engagement drives key business outcomes. In turn, more attention is given to customer engagement from business practitioners and researchers. This...
Article
Purpose Our main purpose is to investigate guilt proneness as a pro-social salesperson trait and its impact on outcomes important to the firm, the customer, as well as the salesperson. Specifically, we look at how this variable relates to job effort and the indirect effects on customer satisfaction. Our corollary purpose is to uncover how managers...
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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...
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Purpose – The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS) experienced by salespeople. The paper examines specific effects of FS on factors related to a sal...
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The purpose of this study is to examine the moderating effect of gender on the relationship between environmental concern and attitude towards green purchasing behavior from a Lebanese consumer perspective. This study is based on socialization theory, which suggests that individual behavior is shaped by gender expectation in relation to the cultura...
Article
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Our current environmental situation requires serious attention. We can see the problems that our environment is facing everywhere, including air pollution, ozone depletion, global warming, hazardous waste disposal and water pollution. Today, consumers are aware that their individual consumption behaviour affects the environment and these consumers...
Article
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To consider the catastrophic situation of our environment, this environment sends lot of alarming events for us, not limited to the following: global warming, climate change, and pollution. Green purchasing behavior is one of the behaviors recommended to help sustain the environment. Three factors (social influence, environmental attitude, and envi...