The Impact of Knowledge and Empowerment on Working Smart and Working Hard: The Moderating Role of Experience

International Journal of Research in Marketing, Vol. 23, No. 3, pp. 257-266, 2006

15 Pages Posted: 6 Apr 2010

See all articles by Adam Rapp

Adam Rapp

Clemson University - Department of Marketing

Michael Ahearne

University of Houston - C.T. Bauer College of Business

John Mathieu

University of Connecticut - Department of Management

Niels Schillewaert

Vlerick Leuven Ghent Management School

Date Written: 2006

Abstract

This research focuses on the impact that salesperson knowledge and empowering leader behaviors have on salesperson working smarter and working harder behaviors. In turn, we examine the impact of working harder and smarter on customer service, customer satisfaction, and ultimately, on sales performance. Moreover, we propose an interactive relationship, whereby the influences of leader empowering behaviors and salespersons' knowledge will be moderated by salespersons' experience. We tested our hypotheses using survey data from a sample of 175 sales people in the pharmaceutical field, along with external ratings of salespersons' knowledge from sales managers, customer ratings of sales satisfaction and service, and archival measures of salespersons' effort and performance. Results indicate that contrary to popular belief, employees with low levels of product/industry experience benefit the most from leader empowering behaviors. Also, we find that employees with lower levels of experience and higher levels of knowledge are more inclined to work harder. We conclude with directions for future research.

Keywords: Empowerment, Experience, Salespeople, Working smart, Working hard

JEL Classification: M30

Suggested Citation

Rapp, Adam and Ahearne, Michael and Mathieu, John and Schillewaert, Niels, The Impact of Knowledge and Empowerment on Working Smart and Working Hard: The Moderating Role of Experience (2006). International Journal of Research in Marketing, Vol. 23, No. 3, pp. 257-266, 2006. Available at SSRN: https://ssrn.com/abstract=1584735

Adam Rapp

Clemson University - Department of Marketing ( email )

United States

Michael Ahearne (Contact Author)

University of Houston - C.T. Bauer College of Business ( email )

334 Melcher Hall
Houston, TX 77204-6021
United States
713-743-4155 (Phone)
713-743-4572 (Fax)

HOME PAGE: http://www.bauer.uh.edu/Directory/profile.asp?firstname=Michael&lastname=Ahearne

John Mathieu

University of Connecticut - Department of Management ( email )

Storrs, CT 06269-1041
United States

Niels Schillewaert

Vlerick Leuven Ghent Management School ( email )

Library
REEP 1
Gent, BE-9000
Belgium

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