How do the combinations of sales control systems influence sales performance? The mediating roles of distinct customer-oriented behaviors

Abstract

By distinguishing customer-oriented behaviors into functional and relational ones, this study reveals how different combinations of sales control systems (namely activity control, outcome control, and capability control) affect a salesperson's distinct customer-oriented behaviors, which subsequently influence sales performance. By collecting data from business-to-business salespeople and their managers and using hierarchical linear modeling, we find that the outcome-capability control combination increases functional and relational customer-oriented behaviors. The outcome-activity control combination decreases functional customer-oriented behaviors. The activity-capability control combination increases functional customer-oriented behaviors but reduces relational customer-oriented behaviors. In addition, we find that both customer-oriented behaviors not only boost sales performance individually, but also complement each other to positively affect sales performance. These findings provide important theoretical and practical implications by demonstrating that combinations of control systems have a significant impact on a salesperson's functional and relational customer-oriented behaviors.