Abstract
A new family of explanatory variables — critical sales events (CSEs) — is described. The impact of CSEs and past performance on the satisfaction and loyalty of industrial sales reps is explored. Controlling for sales experience and gender, performance, and two types of recent events (loss of a major customer and success at making a big sale) were generally significantly linked to salesforce satisfaction (with pay, advancement, the work itself corporate performance, and the sales manager) and to loyalty (affective organizational commitment and intentions to stay). The results suggest the value of understanding the effect of critical sales events for both sales management theory and practice.
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