Role of supervisor support, CCM approach and salesforce performance in service selling

Bibliographic Data

ID4910841
AuthorsAsni Zubair (0000-0003-3909-8490, Azman Hashim International Business School Universiti Teknologi Malaysia Skudai Malaysia), Muhammad Azeem Abro (Azman Hashim International Business School Universiti Teknologi Malaysia Skudai Malaysia), Muhammad Usman (0000-0002-6131-2118, Department of Economics and Business Administration University of Education, Faisalabad Campus Lahore Pakistan), Rubaiyat Shabbir (0000-0003-0859-7465, Lyallpur Business School Government College University Faisalabad Faisalabad Pakistan, corresponding author)
Year2023
Volume73
Issue249
Pages873-886
Publication date2023-09-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInternational Social Science Journal (JOURNAL)
Journal identifiersISSN: 0020-8701 • E-ISSN: 1468-2451
PublisherWiley (PUBLISHER • GB)
DOI10.1111/issj.12431
OpenAlexW4367679610
LanguageEN
References cited49

Service organizations engage salesforce for strategic profitability by investing in building their skills and supporting them to face new competitive world challenges. This study explored the impact of coaching, counselling and mentoring (CCM) on salesforce performance, with the mediating role of supervisor support in the service sector. This study used a structured questionnaire, through convenience sampling, to collect data from 204 commercial services sector salesforce employees based on a quantitative research strategy. Multivariate analysis was conducted through the Hayes Process Macro (Model-4), taking into account all the assumptions. The results showed that supervisory support partially mediates CCM with salesforce performance. Therefore, service organizations should follow human resource development principles and motivate new salesforce employees to become team members of existing teams for fast learning and understanding of workplace environments. This study explored three pillars of training and development from a performance perspective in the service sector. As salesforce is becoming a strategic asset, a sound employee evaluation system is required after providing training because rewards or appreciation are needed to align with its vision for gaining a competitive advantage

Business · Coaching · Competitive advantage · Human resources · Knowledge management · Management · Process management · Profitability index · Service (business) · Supervisor · Computer Science · Employee Performance and Management · Human Resource and Talent Management · Job Satisfaction and Organizational Behavior · Marketing

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