Influence of salesperson political skill: improving relationship building and reducing customer-directed deviance. Issue 3 (3rd July 2021)

• Record Type: Journal Article
• Authors: Schwepker, Charles H.; Good, Megan C.
• Is Part Of: Journal of personal selling & sales management. Volume 41:Issue 3(2021)
• Page Start: 200
• Page End: 217
• Publication Date: 2021-07-03
• Subjects: B2B sales -- political skill -- customer relationship building -- moral intensity -- customer-directed deviance -- neutralization techniques -- consequences of unethical behavior; Selling -- Periodicals; Sales management -- Periodicals; 658.81
• DOI: 10.1080/08853134.2020.1858844
• Languages: English
• ISSNs: 0885-3134

Abstract

Abstract: The purpose of this research is to understand the use of political skill (PS) in the context of business-to-business seller's relationship building and ethical decision-making. Drawing on social influence, relationship marketing, and ethical decision-making theories, a model and hypotheses are proposed to examine the impact of political skill, customer-relationship-building competence, and moral intensity, on the frequency of customer-directed deviance while considering the effects of neutralization techniques and consequences of unethical behavior. Structural equation modeling is used to analyze responses from 240 business-to-business salespeople. Findings suggest guidance for sales managers (e.g., training and coaching) to assist salespeople's application of political skill to build customer relationships and reduce customer-directed deviance. While political skill has received limited analysis in the context of business-to-business salespeople, these findings suggest the direct and indirect effects of political skill are meaningful to sellers and researchers.