The ABC's of ACB: Unveiling a Clear and Present Danger in the Sales Force
Industrial Marketing Management, Vol. 35, No. 4, pp. 457-467, 2006
11 Pages Posted: 6 Apr 2010
Date Written: 2006
While anti-citizenship behavior (ACB) is under-researched across all academic domains, sales and marketing researchers have not done any work in the area. This oversight is significant given recent survey data that suggests sales representatives are misbehaving at an alarming rate; 60% of sales managers have caught their reps cheating on expense reports (an example of ACB) and 36% believe such behavior has gotten worse over the past several years. Directed towards the goal of understanding salesperson ACB, this research provides the first conceptual model of ACB in the sales force. The model contends that characteristics of the organization (justice and intra-firm competition) and contextual factors (fit and job stress) directly affect the performance of ACB while individual level factors (locus of control, self-monitoring and introversion) moderate the performance of these behaviors. In addition, this research explains the intra- and interorganizational consequences of salesperson ACB and suggests several ways by which managers can address this issue.
Keywords: Anti-citizenship, Workplace deviance, Sales management, Sales force behavior
JEL Classification: M30
Suggested Citation: Suggested Citation