Generating sales while providing service: A study of customer service Representatives' ambidextrous behavior

C. Jasmand, V. Blazevic, J.C. de Ruyter

Research output: Contribution to journalArticleAcademicpeer-review

54 Citations (Scopus)

Abstract

Cross- and up-selling in inbound call centers is a growing business practice, with the promise of enhanced revenue generation and customer retention. Yet firms struggle to create conditions that are conducive to customer service representatives' (CSRs') concurrent engagement in service and sales. By developing a framework of the antecedents and performance consequences of aligned sales and customer service provision, this study advances understanding of ambidexterity at the employee level. The framework receives strong support from an empirical study based on CSRs' survey responses and matched performance data. A CSR's locomotion orientation facilitates ambidextrous behavior and interacts positively with an assessment orientation. However, team identification and bounded discretion impair this valuable interplay. Ambidextrous behavior also increases customer satisfaction and sales performance but decreases efficiency. Nevertheless, the overall performance effect is positive.

Original languageEnglish
Pages (from-to)20-37
Number of pages18
JournalJournal of Marketing
Volume76
Issue number1
DOIs
Publication statusPublished - 1 Jan 2012

Keywords

  • ambidexterity
  • cross-/up-selling
  • customer service provision
  • employee level
  • regulatory modes
  • ORGANIZATIONAL AMBIDEXTERITY
  • REGULATORY MODE
  • PERFORMANCE
  • LOCOMOTION
  • SATISFACTION
  • EMPLOYEE
  • QUALITY
  • IDENTIFICATION
  • EXPLOITATION
  • EXPLORATION

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