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Journal of Applied Sciences

Year: 2015 | Volume: 15 | Issue: 6 | Page No.: 894-902
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Authors

Sara Yazdanpour

Fakhraddin Maroofi

Keywords

Research Article

Job Characteristics Model on Role of Employee on Sales Performance and Customer Satisfaction of Retail Stores

Sara Yazdanpour and Fakhraddin Maroofi
This research developed and tested a model of retail employee sales performance that differs from previous efforts by utilizing multi-dimensional conceptualizations of potential antecedents. All the items were measured using multi-items scales drawn from previous studies. The organized model explains retail sales person uncertainty regarding customers and their uncertainty regarding supervisor support, sales people’s job satisfaction, their ECMS and the variance in their self-reported sales performance. The results indicated that the characteristics of the retail salesperson’s work environment are directly related with both enhanced job attitudes and reduced uncertainty. The greater amounts of retail salesperson job independence may actually lead to increased levels of uncertainty and retail salesperson uncertainty regarding customers is strongly related with reduced salesperson customer service attitudes and performance and retail salesperson customer service attitudes are strongly related with improved sales performance. The limitations is that as the data is cross-sectional and neither longitudinal nor experimental, strictly causal relations cannot be inferred from these results and the samples primarily consists of younger females with less work experience and who are employed at smaller retail organizations. Characteristics of the retail salesperson’s job environment were directly related to their job attitudes and to the uncertainty while specific components of employee uncertainty and their level of ECMS are related with enhanced sales performance.
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