Crisis of conscience: The use of coercive sales tactics and resultant felt stress in the salesperson

Journal of Personal Selling and Sales Management

Volumn 23, Issue 4, 2003, Pages 311-325

  Mc Farland, Richard G ^a  

^a KANSAS STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85009577189     PISSN: 08853134     EISSN: 15577813     Source Type: Journal    
DOI: 10.1080/08853134.2003.10749006     Document Type: Article

References (69)

1. Anderson, James C., and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, 103 (3), 411-423.
2. Anderson, Peggy, and Marcia Pulich (2001), “Managing Workplace Stress in a Dynamic Environment,” Health Care Manager, 19 (3), 1-10.
3. Armstrong, J. Scott, and Terry S. Overton (1977), “Estimating Nonresponse Bias in Mail Surveys,” Journal of Marketing Research, 14, 3 (August), 396-402.
4. Bagozzi, Richard P, Hans Baumgartner, and Rik Pieters (1998), “Goal-Directed Emotions,” Cognition and Emotions, 12 (1), 1-26.
5. Barron, John M., and Michael E. Staten (1995), “Coercion in the Selling of Credit Life Insurance,” Psychology & Marketing, 12 (December), 765-787.
6. Behrman, Douglas N., and William D. Perreault, Jr. (1984), “A Role Stress Model of the Performance and Satisfaction of Industrial Salespersons,” Journal of Marketing, 48, 4 (Fall), 9-21.
7. Boles, James S., Mark W Johnston, and Joseph F. Hair, Jr. (1997), “Role Stress, Work-Family Conflict and Emotional Exhaustion: Inter-Relationships and Effects on Some Work-Related Consequences,” Journal of Personal Selling and Sales Management, 17, 1 (Winter), 17-28.
8. Boyle, Brett, and F. Robert Dwyer (1995), “Power, Bureaucracy, Influence, and Performance: Their Relationships in Industrial Distribution Channels,” Journal of Business Research, 32 (3), 189-200.
9. Brown, Steven P, William L. Cron, and John W. Slocum, Jr. (1997), “Effects of Goal-Directed Emotions on Salesperson Volitions, Behavior, and Performance: A Longitudinal Study,” Journal of Marketing, 61 (January), 39-50.
10. Button, Scott B., John E. Mathieu, and Dennis M. Zajac (1996), “Goal Orientation in Organizational Research: A Conceptual and Empirical Foundation,” Organizational Behavior and Human Decision Processes, 67 (1), 26-48.
11. Chonko, Lawrence B., Eli Jones, James A. Roberts, and Alan J. Dubinsky (2002), “The Role of Environmental Turbulence, Readiness for Change, and Salesperson Learning in the Success of Sales Force Change,” Journal of Personal Selling and Sales Management, 22, 4 (Fall), 227-245.
12. Churchill, Gilbert A., Jr., Neil M. Ford, Steven W. Hartley, and Orville C. Walker, Jr. (1985), “The Determinants of Salesperson Performance: A Meta-Analysis,” Journal of Marketing Research, 22, 2 (May), 103-118.
13. Cusack, Regina M. (1999), “Stress and Stress Symptoms in Capital Murder Jurors: Is Jury Duty Hazardous to Jurors’ Mental Health?” Ph.D. dissertation, St. Mary’s University.
14. Doney, Patricia M., and Joseph P. Cannon (1997), “An Examination of the Nature ofTrust in Buyer-Seller Relationships,” Journal of Marketing, 61, 2 (April), 35-51.
15. Epstein, Seymour, and Lori Katz (1992), “Coping Ability, Stress, Product Load, and Symptoms,” Journal of Personality and Social Psychology, 62 (5), 813-825.
16. Evans, F.B. (1963), “Selling as a Dyadic Relationship-A New Approach,” American Behavioral Scientist, 6 (May), 76-79.
17. Festinger, Leon (1957), A Theory of Cognitive Dissonance, Stanford: Stanford University Press.
18. Folkman, Susan, Richard S. Lazarus, Rand J. Gruen, and Anita DeLongis (1986), “Appraisal, Coping, Health Status, and Psychological Symptoms,” Journal of Personality and Social Psychology, 50 (3), 571-579.
19. Fontana, Alan, and Robert Rosenheck (1999), “A Model of War Stressors and Posttraumatic Stress Disorder,” Journal of Traumatic Stress, 12 (1), 111-126.
20. Fornell, Claes, and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 19 (February), 39-50.
21. Frazier, Gary L., and John Summers (1986), “Perceptions of Interfirm Power and Its Use Within a Franchise Channel of Distribution,” Journal of Marketing Research, 23 (May), 169-179.
22. Fried, Yitzhak, Kendrith M. Rowland, and Gerald R. Ferris (1984), “The Physiological Measurement of Work Stress: A Critique,” Personnel Psychology, 37 (Winter), 583-615.
23. Fry, Louis W., Charles M. Futrell, A. Parasuraman, and Margaret A. Chmielewski (1986), “An Analysis of Alternative Causal Models of Salesperson Role Perceptions and Work-Related Attitudes,” Journal of Marketing Research, 23 (May), 153-163.
24. Gamson, William A. (1968), Power and Discontent, Homewood, IL: Dorsey Press.
25. Hair, Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1998), Multivariate Data Analysis, 5th ed., Upper Saddle River, NJ: Prentice Hall.
26. Holden, George W., Pamela C. Miller, and Susan D. Harris (1999), “The Instrumental Side of Corporal Punishment: Parents’ Reported Practices and Outcome Expectancies,” Journal of Marriage and Family, 61, 4 (November), 908-919.
27. House, Robert J., and John R. Rizzo (1972), “Role Conflict and Ambiguity as Critical Variables in a Model of Organizational Behavior,” Organizational Behavior and Human Performance, 7 (3), 467-505.
28. Jackson, Susan E., and Randall S. Schuler (1985), “A Meta-Analysis and Conceptual Critique of Research on Role Ambiguity and Role Conflict in Work Settings,” Organizational Behavior and Human Decision Processes, 36 (1), 16-78.
29. Joreskog, Karl G., and Dag Sorbom (1996), LISREL 8: User’s Reference Guide, Chicago: Scientific Software International.
30. Kelman, Herbert C. (1958), “Compliance, Identification, and Internalization: Three Processes of Attitude Change,” Journal of Conflict Resolution, 2 (1), 51-60.
31. Kelman, Herbert C. (1961), “Process of Opinion Change,” Public Opinion Quarterly, 25, 57-78.
32. Kipnis, David, and Stuart M. Schmidt (1988), “Upward-Influence Styles: Relationship with Performance Evaluations, Salary, and Stress,” Administrative Science Quarterly, 33 (December), 528-542.
33. Kirkland, Faris R. (1996), “Psychological Purposes Served by War: Three Perspectives,” Journal of Psychohistory, 24 (Summer), 53-63.
34. Klein, David J., and Willem Verbeke (1999), “Autonomic Feedback in Stressful Environments: How Do Individual Differences in Autonomic Feedback Relate to Burnout, Job Performance, and Job Attitudes in Salespeople?” Journal of Applied Psychology, 84 (6), 911-924.
35. Kohli, Ajay K., and Gerald Zaltman (1988), “Measuring Multiple Buying Influences,” Industrial Marketing Management, 17 (August), 197-204.
36. Kohli, Ajay K., and Gerald Zaltman, Tasadduq A. Shervani, and Goutam N. Challagalla (1998), “Learning and Performance Orientation of Salespeople: The Role of Supervisors,” Journal ofMarketing Research, 35 (May), 263-274.
37. Lasswell, Harold D., and Abraham Kaplan (1950), Power and Society, New Haven: Yale University Press.
38. Levy, Michael, and Barton A. Weitz (1998), Retail Management, 3d ed., Boston: Irwin/McGraw-Hill.
39. Linville, Patricia W. (1987), “Self-Complexity as a Cognitive Buffer Against Stress-Related Illness and Depression,” Journal of Personality and Social Psychology, 52 (2), 663-676.
40. Mabe, P Alex, M. Kevin Turner, and Allan M. Josephson (2001), “Parental Management Training,” Current Perspectives on Family Therapy, 10 (July), 451-464.
41. Mandler, George (1982), “Stress and Thought Processes,” in Handbook of Stress: Theoretical and Clinical Aspects, Leo Goldberger and Shlomo Breznitz, eds., New York: Free Press, 88-104.
42. Napach, Bernice (1997), “Why Auto Salesmen Are So Pushy,” Medical Economics, 74 (April), 23.
43. Nunnally, Jum C. (1978), Psychometric Theory, New York: McGraw-Hill.
44. O’Shaughnessy, John (1971-72), “Selling as an Interpersonal Influence Process,” Journalof Retailing, 47 (Winter), 32-46.
45. Parsons, Talcott (1963), “On the Concept of Influence,” Public Opinion Quarterly, 27 (Spring), 37-62.
46. Perloff, Richard M. (1993), The Dynamics of Persuasion, Mahwah, NJ: Lawrence Erlbaum.
47. Raven, Bertram, and Arie Kruglanski (1970), “Conflict and Power,” in The Structure of Conflict, Paul Swingle, ed., New York: Academic Press, 69-109.
48. Rizzo, John R., Robert J. House, and Sidney I. Lirtzman (1970), “Role Conflict and Ambiguity in Complex Organizations,” Administrative Science Quarterly, 15, 2 (June), 150-163.
49. Roberts, James A., Richard S. Lapidus, and Lawrence B. Chonko (1997), “Salesperson and Stress: The Moderating Role of Locus of Control on Work Stressors and Felt Stress,” Journal of Marketing Theory and Practice, 5, 3 (Summer), 93-108.
50. Rosenbaum, Michael, and Dov Hadari (1985), “Personal Efficacy, External Locus of Control, and Perceived Contingency of Parental Reinforcement Among Depressed, Paranoid and Normal Subjects,” Journal of Personality and Social Psychology, 49 (August), 539-547.
51. Sager, Jeffrey K. (1994), “A Structural Model Depicting Salespeople’s Job Stress,” Journal of the Academy of Marketing Science, 22 (1), 74-84.
52. Simons, Herbert W. (1976), Persuasion: Understanding, Practice, and Analysis, Reading, MA: Addison-Wesley.
53. Simons, Herbert W. (1986), Persuasion: Understanding, Practice, and Analysis, 2d ed., New York: McGraw-Hill.
54. Singh, Jagdip (1998), “Striking a Balance in Boundary-Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople,” Journal of Marketing, 62 (July), 69-86.
55. Singh, Jagdip (2000), “Performance Productivity and Quality of Frontline Employees in Service Organizations,” Journal of Marketing, 64, 2 (April), 15-34.
56. Singh, Jagdip, and Gary K. Rhoads (1991), “Boundary Role Ambiguity in Marketing Oriented Positions: A Multidimensional, Multifaceted Operationalization,” Journal ofMarketing Research, 28 (August), 328-338.
57. Singh, Jagdip, Willem Verbeke, and Gary K. Rhoads (1996), “Do Organizational Practices Matter in Role Stress Processes? A Study of Direct and Moderating Effects for Market-Oriented Boundary Spanners,” Journal of Marketing, 60 (July), 69-86.
58. Srivastava, Rajesh, and Jeff K. Sager (1999), “Influence of Personal Characteristics on Salespeople’s Coping Style,” Journal of Personal Selling and Sales Management, 19, 2 (Spring), 47-57.
59. Stice, Eric (1992), “The Similarities Between Cognitive Dissonance and Guilt: Confession as a Relief of Dissonance,” Current Psychology, 11, 1 (Spring), 69-77.
60. Strutton, David, and James R. Lumpkin (1994), “Problem- and Emotion-Focused Coping Dimensions and Sales Presentation Effectiveness,” Journal of the Academy ofMarketing Science, 22 (1), 28-37.
61. Strutton, David, and James R. Lumpkin, Lou E. Pelton, and James R. Lumpkin (1995), “Personality Characteristics and Salespeople’s Choice of Coping Strategies,” Journal ofthe Academy ofMarketing Science, 23 (2), 132-140.
62. Sujan, Harish, Barton A. Weitz, and Nirmalya Kumar (1994), “Learning Orientation, Working Smart, and Effective Selling,” Journal ofMarketing, 58 (July), 39-52.
63. Teas, R. Kenneth (1983), “Supervisory Behavior, Role Stress, and the Job Satisfaction of Industrial Salespeople,” Journal ofMarketing Research, 20 (February), 84-91.
64. VandeWalle, Don (1997), “Development and Validation of a Work Domain Goal Orientation Instrument,” Educational and Psychological Measurement, 57 (6), 995-1015.
65. VandeWalle, Don, Steven P. Brown, William L. Cron, and John W Slocum, Jr. (1999), “The Influence of Goal Orientation and SelfRegulation Tactics on Sales Performance: A Longitudinal Field Test,” Journal of Applied Psychology, 84 (2), 249-259.
66. Venkatesh, R., Ajay K. Kohli, and Gerald Zaltman (1995), “Influence Strategies in Buying Centers,” Journal of Marketing, 59 (October), 71-82.
67. Verbeke, Willem, and Richard P. Bagozzi (2000), “Sales Call Anxiety: Exploring What It Means When Fear Rules a Sales Encounter,” Journal of Marketing, 64, 3 (July), 88-101.
68. Walker, Orville C., Jr., Gilbert A. Churchill, Jr., and Neil M. Ford (1977), “Motivation and Performance in Industrial Selling: Present Knowledge and Needed Research,” Journal of Marketing Research, 14 (May), 156-168.
69. Weitz, Barton A., Stephen B. Castleberry, and John F. Tanner (2001), Selling: Building Partnerships, New York: McGraw-Hill/Irwin.