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Does the Customer Matter Most? Exploring Strategic Frontline Employees' Influence of Customers, the Internal Business Team, and External Business Partners

Title: Does the Customer Matter Most? Exploring Strategic Frontline Employees' Influence of Customers, the Internal Business Team, and External Business Partners.
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Name(s): Plouffe, Christopher R., author
Bolander, Willy, author
Cote, Joseph A., author
Hochstein, Bryan, author
Type of Resource: text
Genre: Text
Date Issued: 2016-01
Physical Form: computer
online resource
Extent: 1 online resource
Language(s): English
Abstract/Description: Marketing relationships have evolved from simple dyadic transactions between the firm and its customers into scenarios in which the firm's frontline employees are required to manage a portfolio of stakeholder relationships. The authors begin by characterizing the "strategic" frontline employee (SFLE) as a focal marketing employee who, in the execution of his or her work, must influence a variety of stakeholder target groups, including (1) customers, (2) the internal business team, and (3) external business partners. The authors leverage data from SFLEs at two firms to explore the similarities and differences in SFLE influence tactic effectiveness across the three stakeholder groups. They find that the effectiveness of influence tactics in driving performance differs across stakeholder target types and, somewhat surprisingly, that the SFLE's influence of both the internal business team and external business partners has a greater effect on his or her performance than does influence directed at customers. The authors close with a discussion of the implications for theory and practice.
Identifier: FSU_libsubv1_wos_000373474300006 (IID), 10.1509/jm.14.0192 (DOI)
Keywords: Behavior, distribution channels, dominance analysis, frontline employees, influence, influence tactics, organizational-change, perceptions, performance, relationship portfolio, relative importance, Sales, Salespeople, sales performance, stakeholder theory
Publication Note: The publisher’s version of record is available at http://www.dx.doi.org/10.1509/jm.14.0192
Persistent Link to This Record: http://purl.flvc.org/fsu/fd/FSU_libsubv1_wos_000373474300006
Owner Institution: FSU
Is Part Of: Journal of Marketing.
0022-2429
Issue: iss. 1, vol. 80

Choose the citation style.
Plouffe, C. R., Bolander, W., Cote, J. A., & Hochstein, B. (2016). Does the Customer Matter Most? Exploring Strategic Frontline Employees' Influence of Customers, the Internal Business Team, and External Business Partners. Journal Of Marketing. Retrieved from http://purl.flvc.org/fsu/fd/FSU_libsubv1_wos_000373474300006