Using Ethical Leadership to Improve Business-To-Business Salesperson Performance: The Mediating Roles of Trust in Manager and Ethical Ambiguity

References

• Agarwal, S., and S. N. Ramaswami. 1993. Affective organizational commitment of salespeople: An expanded model. Journal of Personal Selling & Sales Management 13 (2):49–70.
   Google Scholar
• Agnihotri, R., and M. T. Krush. 2015. Salesperson empathy, ethical behaviors, and sales performance: The moderating role of trust in one‘s manager. Journal of Personal Selling & Sales Management 35 (2):164–74. doi:10.1080/08853134.2015.1010541.
   Web of Science ®Google Scholar
• Ajzen, I., and M. Fishbein. 1977. Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin 84 (5):888–918. doi:10.1037/0033-2909.84.5.888.
   Web of Science ®Google Scholar
• Anderson, J. C., and D. W. Gerbing. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 (3):411–23. doi:10.1037/0033-2909.103.3.411.
   Web of Science ®Google Scholar
• Andrews, M. C., and K. M. Kacmar. 2001. Discriminating among organizational politics, justice, and support. Journal of Organizational Behavior 22 (4):347–66. doi:10.1002/(ISSN)1099-1379.
   Web of Science ®Google Scholar
• Arbuckle, J. L. 2007. Amos 16.0 User’s Guide. Spring House, PA: Amos Development Corporation.
   Google Scholar
• Armstrong, J. S., and T. S. Overton. 1977. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 14 (3):396–402. doi:10.1177/002224377701400320.
   Web of Science ®Google Scholar
• Atuahene-Gima, K., and H. Li. 2002. When does trust matter? Antecedents and contingent effects of supervisee trust on performance in selling new products in China and the United States. Journal of Marketing 66 (July):61–81. doi:10.1509/jmkg.66.3.61.18501.
   Google Scholar
• Bagozzi, R. P., and Y. Yi. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16 (1):74–94. doi:10.1007/BF02723327.
   Google Scholar
• Baldauf, A., D. W. Cravens, and N. F. Piercy. 2001. Examining business strategy, sales management, and salesperson antecedents of sales organization effectiveness. Journal of Personal Selling & Sales Management 21 (2):109.
   Google Scholar
• Baldauf, A., D. W. Cravens, and N. F. Piercy. 2005. Sales management control research—Synthesis and an agenda for future research. Journal of Personal Selling & Sales Management 25 (1):109.
   Google Scholar
• Bedi, A., C. M. Alpaslan, and G. Green. 2016. A meta-analytic review of ethical leadership outcomes and moderators. Journal of Business Ethics 139:517–36. doi:10.1007/s10551-015-2625-1.
   Web of Science ®Google Scholar
• Behrman, D. N., and W. D. Perreault Jr. 1982. Measuring the performance of industrial salespersons. Journal of Business Research 10 (3):355–70. doi:10.1016/0148-2963(82)90039-X.
   Web of Science ®Google Scholar
• Behrman, D. N., and W. D. Perreault. 1984. A role stress model of the performance and satisfaction of industrial salespersons. Journal of Marketing 48 (Fall):9–21. doi:10.1177/002224298404800402.
   Web of Science ®Google Scholar
• Birkenmeier, B. J., and P. Sanseau. 2016. The relationships between perceptions of supervisor, trust in supervisor and job performance: A study in the banking industry. The Journal of Applied Business Research 32 (1):161–72. doi:10.19030/jabr.v32i1.9530.
   Google Scholar
• Blau, P. M. 1964. Exchange and power in social life. New York, NY: Wiley.
   Google Scholar
• Boekhorst, J. A. 2015. The role of authentic leadership in fostering workplace inclusion: A social information processing perspective. Human Resource Management 54 (2):241–64. doi:10.1002/hrm.2015.54.issue-2.
   Web of Science ®Google Scholar
• Bouckenooghe, D., A. Zafar, and U. Raja. 2015. How ethical leadership shapes employees’ job performance: The mediating roles of goal congruence and psychological capital. Journal of Business Ethics 129:251–64. doi:10.1007/s10551-014-2162-3.
   Web of Science ®Google Scholar
• Brothers, T. 1991. Corporate ethics: Developing new standards of accountability. New York, NY: The Conference Board.
   Google Scholar
• Brown, M. E., and L. K. Trevino. 2006. Ethical leadership: A review and future directions. The Leadership Quarterly 17:595–616. doi:10.1016/j.leaqua.2006.10.004.
   Web of Science ®Google Scholar
• Brown, M. E., L. K. Trevino, and D. A. Harrison. 2005. Ethical leadership: A social learning perspective for construct development and testing. Organizational Behavior and Human Decision Processes 97:117–34. doi:10.1016/j.obhdp.2005.03.002.
   Web of Science ®Google Scholar
• Bryman, A. 1992. Charisma and leadership in organizations. London: Sage.
   Google Scholar
• Burns, J. M. 1978. Leadership. New York, NY: Harper & Row.
   Google Scholar
• Carson, S. J. 2007. When to give up control of outsourced new product development. Journal of Marketing 71 (1):49–66. doi:10.1509/jmkg.71.1.049.
   Web of Science ®Google Scholar
• Churchill, G. A., Jr., N. M. Ford, S. W. Hartley, and O. C. Walker Jr. 1985. The determinants of salesperson performance: A meta-analysis. Journal of Marketing Research 22 (May):103–18. doi:10.1177/002224378502200201.
   Web of Science ®Google Scholar
• Conick, H. 2017. How to hire ethical marketers and become an ethical leader. www.ama.org/publicaitons/MarketingNews/Pages/ho-to-hire-ethical-employees-become-ethical-leader.aspx (accessed October 5, 2017).
   Google Scholar
• DeConinck, J. B., M. B. DeConinck, and H. K. Moss. 2016. The relationship among ethical leadership, ethical climate, supervisory trust, and moral judgment. Academy of Marketing Studies Journal 20:3.
   Google Scholar
• Dickson, M. W., D. B. Smith, M. W. Grojean, and M. Ehrhart. 2001. An organizational climate regarding ethics: The outcome of leaders’ values and the practices that reflect them. The Leadership Quarterly 12 (2):197–217. doi:10.1016/S1048-9843(01)00069-8.
   Web of Science ®Google Scholar
• Dirks, K. T., and D. L. Ferrin. 2002. Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology 87 (4):611–28.
   PubMed Web of Science ®Google Scholar
• Dubinsky, A. J., R. D. Howell, T. N. Ingram, and D. N. Bellenger. 1986. Salesforce socialization. Journal of Marketing 50 (October):192–207. doi:10.1177/002224298605000405.
   Web of Science ®Google Scholar
• Dwyer, R. F., P. H. Schurr, and S. Oh. 1987. Developing buyer-seller relationships. Journal of Marketing 51 (April):11–27. doi:10.1177/002224298705100202.
   Web of Science ®Google Scholar
• Ferguson, M. J., and J. A. Bargh. 2004. How social perception can automatically influence behavior. Trends in Cognitive Sciences 8 (1):33–39.
   PubMed Web of Science ®Google Scholar
• Ferrin, D. L., M. C. Bligh, and J. C. Kohles. 2007. Can I trust you to trust me? A theory of trust, monitoring, and cooperation in interpersonal and intergroup relationships. Group & Organization Management 32:465–99. doi:10.1177/1059601106293960.
   Web of Science ®Google Scholar
• Findikli, M. A., A. Gluden, and A. F. Semercioz. 2010. Subordinate trust in supervisor and organization: Effects on subordinate perceptions of psychological empowerment. International Journal of Business and Management Studies 2 (1):55–67.
   Google Scholar
• Fisher, C. D., and R. Gitelson. 1983. A meta-analysis of the correlates of role conflict and ambiguity. Journal of Applied Psychology 68 (2):320–33. doi:10.1037/0021-9010.68.2.320.
   Web of Science ®Google Scholar
• Flaherty, K. E. 2011. Chapter 3: Strategic leadership in sales: Understanding the relationship between the role of the salesperson and the role of the sales manager. In The oxford handbook of sales management and sales strategy, ed. K. Le Meunier-Fitzhugh, N. Piercy, and D. W. Cravens, 51–76. Oxford, UK: Oxford University Press.
   Google Scholar
• Flaherty, K. E., and J. M. Pappas. 2000. The role of trust in salesperson-sales manager relationships. Journal of Personal Selling & Sales Management 20 (Fall):271–78.
   Google Scholar
• Fleenor, J. W., J. W. Smither, L. E. Atwater, P. W. Braddy, and R. E. Sturm E. 2010. Self-other rating agreement in leadership: A review. The Leadership Quarterly 21 (6):1005–34. doi:10.1016/j.leaqua.2010.10.006.
   Web of Science ®Google Scholar
• Fornell, C., and D. F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (1):39–50. doi:10.1177/002224378101800104.
   Web of Science ®Google Scholar
• Gilboa, S., A. Shirom, Y. Fried, and C. Cooper. 2008. A meta-analysis of work demand stressors and job performance: Examining main and moderating effects. Personnel Psychology 61 (2):227–71. doi:10.1111/j.1744-6570.2008.00113.x.
   Web of Science ®Google Scholar
• Glazer, E., and R. Simon. 2017. Wells Fargo’s aggressive sales tactics hit small firms. www.wsj.com/articles/wells-fargos-aggeressive-sales-tactics-hit-small-firms-1491384600 (accessed on April,10 2017).
   Google Scholar
• Graham, J. W. 1991. Servant-leadership in organizations: Inspirational and moral. The Leadership Quarterly 2:105–19. doi:10.1016/1048-9843(91)90025-W.
   Google Scholar
• Greenleaf, R. K. 1977. Servant leadership: A journey into the nature of legitimate power and greatness. New York, NY: Paulist Press.
   Google Scholar
• Hair, J. F., Jr., W. C. Black, B. J. Babin, R. E. Anderson, and R. L. Tatham. 2006. Multivariate data analysis. 6th ed. Upper Saddle River, NJ: Pearson Prentice-Hall, Inc.
   Google Scholar
• Holder, T. 1996. Women in nontraditional occupations: Information-seeking during organizational entry. The Journal of Business Communication 33:9–26. doi:10.1177/002194369603300104.
   Google Scholar
• Holmbeck, G. N. 1997. Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: Examples from the child-clinical and pediatric psychology literatures. Journal of Consulting and Clinical Psychology 65 (4):599–610. doi:10.1037/0022-006X.65.4.599.
   PubMed Web of Science ®Google Scholar
• House, R. J. 1971. A path-goal theory of leadership effectiveness. Administrative Science Quarterly 16 (3):321–39. doi:10.2307/2391905.
   Web of Science ®Google Scholar
• Ingram, T. N., R. W. LaForge, and C. H. Schwepker Jr. 2011. Addressing job stress in the salesforce. In The oxford handbook of sales management and sales strategy, ed. K. Meunier-Fitzhugh, N. Piercy, and D. W. Cravens, 253–76. Oxford, UK: Oxford University Press.
   Google Scholar
• Ingram, T. N., R. W. LaForge, R. Avila, C. H. Schwepker Jr, and M. Williams. 2015. Sales management: Analysis and decision making. 9th ed. New York, NY: Routledge.
   Google Scholar
• Ingram, T. N., R. W. LaForge, W. B. Locander, S. B. MacKenzie, and P. M. Podsakoff. 2005. New directions in sales leadership research. Journal of Personal Selling & Sales Management 25 (2):137–54.
   Google Scholar
• Jaramillo, F., D. B. Grisaffe, L. B. Chonko, and J. A. Roberts. 2009. Examining the impact of servant leadership on sales force performance. The Journal of Personal Selling & Sales Management 29 (3):257–76. doi:10.2753/PSS0885-3134290304.
   Google Scholar
• Johlke, M. C., and D. F. Duhan. 2000. Supervisor communication practices and service employee job outcomes. Journal of Service Research 3 (2):154–65. doi:10.1177/109467050032004.
   Google Scholar
• Jung, D. I., and B. J. Avolio. 2000. Opening the black box: An experimental investigation of the mediating effects of trust and value congruence on transformational and transactional Leadership. Journal of Organizational Behavior 21 (8):949–64. doi:10.1002/(ISSN)1099-1379.
   Web of Science ®Google Scholar
• Kahn, R., D. Wolfe, R. Quinn, J. Snoek, and R. Rosentbal. 1964. Organizational Stress: Studies in role conflict and ambiguity. New York, NY: Wiley.
   Google Scholar
• Koh, H. C., and E. H. Y. Boo. 2001. The link between organizational ethics and job satisfaction: A study of managers in Singapore. Journal of Business Ethics 29 (4):309–24. doi:10.1023/A:1010741519818.
   Web of Science ®Google Scholar
• Konovsky, M. A., and D. S. Pugh. 1994. Citizenship behavior and social exchange. Academy of Management Journal 37 (June):656–69.
   PubMedGoogle Scholar
• Kouzes, J. M., and B. Z. Posner. 1987. The leadership challenge: How to get extraordinary things done in organizations. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Lewicki, R. J., and B. B. Bunker. 1995. Developing and maintaining trust in work relationships. In Trust in Organizations: Frontiers of theory and research, ed. R. M. Kramer, and T. R. Tyler, 114–39. Thousand Oaks, CA: Sage.
   Google Scholar
• Lu, C. S., and C. C. Lin. 2014. The effects of ethical leadership and ethical climate on employee ethical behavior in the international port context. Journal of Business Ethics 124 (October):209–23. doi:10.1007/s10551-013-1868-y.
   Google Scholar
• MacKenzie, S. B., P. M. Podsakoff, and G. Rich. 2001. Transformational and transactional leadership and salesperson performance. Journal of the Academy of Marketing Science 29 (2):115–34. doi:10.1177/03079459994506.
   Web of Science ®Google Scholar
• Madlock, P. E., and R. M. Chory. 2014. Socialization as a predictor of employee outcomes. Communication Studies 65 (1):56–71. doi:10.1080/10510974.2013.811429.
   Google Scholar
• Maravelas, A. 2005. How to Reduce workplace conflict and stress: How leaders and their employees can protect their sanity and productivity from tension and turf wars. Franklin Lakes, NJ: The Career Press.
   Google Scholar
• Mayer, D. M., M. Kuenzi, R. L. Greenbaum, M. Bardes, and R. Salvador. 2009. How low does ethical leadership flow? Test of a trickle-down model. Organizational Behavior and Human Decision Processes 108 (January):1–13. doi:10.1016/j.obhdp.2008.04.002.
   Google Scholar
• Mayer, R., and M. Gavin. 2005. Trust for management and performance: Who minds the shop while the employees watch the boss? The Academy of Management Journal 48 (5): 874–88.
   Google Scholar
• Mayer, R. C., J. H. Davis, and F. D. Schoorman. 1995. An integrative model of organizational trust. Academy of Management Review 20:709–34. doi:10.5465/amr.1995.9508080335.
   Web of Science ®Google Scholar
• Miao, F. C., and R. K. Evans. 2007. The impact of salesperson motivation on role perceptions and job performance: A cognitive and affective perspective. Journal of Personal Selling & Sales Management 27 (Winter):89–101. doi:10.2753/PSS0885-3134270106.
   Google Scholar
• Mignerey, J. T., R. B. Rubin, and W. I. Gorden. 1995. Organizational entry: An investigation of newcomer communication behavior and uncertainty. Communication Research 22 (1):54–85. doi:10.1177/009365095022001003.
   Web of Science ®Google Scholar
• Mulki, J. P., F. Jaramillo, and W. B. Locander. 2006. Effects of ethical climate and supervisory trust on salesperson’s job attitudes and intentions to quit. Journal of Personal Selling & Sales Management 26 (Winter):19–26. doi:10.2753/PSS0885-3134260102.
   Google Scholar
• Ng, T. W. H., and D. C. Feldman. 2015. Ethical leadership: Meta-analytic evidence of criterion-related and incremental validity. The Journal of Applied Psychology 100 (3):948–65. doi:10.1037/a0038246.
   PubMed Web of Science ®Google Scholar
• Nunnally, J. C. 1978. Psychometric Theory. New York, NY: McGraw-Hill Book Company.
   Google Scholar
• Onyemah, V. 2008. Role Ambiguity, Role Conflict, and Performance: Empirical Evidence of an Inverted‑U Relationship. Journal of Personal Selling & Sales Management 28 (3):299–313. doi:10.2753/PSS0885-3134280306.
   Google Scholar
• Pan, Y., and J. R. Sparks. 2012. Predictors, consequence, and measurement of ethical judgments: Review and meta-analysis. Journal of Business Research 65 (1):84–91. doi:10.1016/j.jbusres.2011.02.002.
   Web of Science ®Google Scholar
• Piercy, N. F., D. W. Cravens, and N. Lane. 2009. Sales management control level and ccompetencies: Antecedents and cconsequences. Industrial Marketing Management 38 (4):459–67. doi:10.1016/j.indmarman.2008.03.002.
   Web of Science ®Google Scholar
• Podsakoff, P., S. B. MacKenzie, J. Lee, and N. P. Podsakoff. 2003. Common method biases in behavioral research: A critical review of the literature and recommended remedies. The Journal of Applied Psychology 88 (5):879–903. doi:10.1037/0021-9010.88.5.879.
   PubMed Web of Science ®Google Scholar
• Podsakoff, P., S. B. MacKenzie, R. H. Moorman, and R. Fetter. 1990. Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction and organizational citizenship behaviors. The Leadership Quarterly 1 (2):107–42. doi:10.1016/1048-9843(90)90009-7.
   Google Scholar
• Posner, B. Z., and W. H. Schmidt. 1992. Values and the American manager: An update updated. California Management Review 34 (Spring):80–94. doi:10.2307/41167425.
   Google Scholar
• Rafferty, A. E., and M. A. Griffin. 2006. Refining individualized consideration: Distinguishing developmental leadership and supportive leadership. Journal of Occupational & Organizational Psychology 79 (1):37–61. doi:10.1348/096317905X36731.
   Web of Science ®Google Scholar
• Randall, D. M., and M. F. Fernandes. 1991. The social desirability response bias in ethics research. Journal of Business Ethics 10 (11):805–17. doi:10.1007/BF00383696.
   Web of Science ®Google Scholar
• Rhoads, G. K., J. Singh, and P. W. Goodell. 1994. The multiple dimensions of role ambiguity and their impact on psychological and behavioral outcomes of industrial salespeople. Journal of Personal Selling and Sales Management 14 (3):1–24.
   Google Scholar
• Rich, G. A. 1997. The sales manager as a role model: Effects on trust, job satisfaction, and performance of salespeople. Journal of the Academy of Marketing Science 25 (4):319–28. doi:10.1177/0092070397254004.
   Web of Science ®Google Scholar
• Russ, F. A., K. M. McNeilly, J. M. Comer, and T. B. Light. 1998. Exploring the impact of critical sales events. Journal of Personal Selling & Sales Management 18 (2):19–34.
   Google Scholar
• Salancik, G. R., and J. Pfeffer. 1978. A social information processing approach to job attitudes and task design. Administrative Science Quarterly 23 (2):224–53.
   PubMed Web of Science ®Google Scholar
• Sawyer, J. E. 1992. Goal and process clarity: Specification of multiple constructs of role ambiguity and a structural equation model of their antecedents and consequences. Journal of Applied Psychology 77 (2):130–42. doi:10.1037/0021-9010.77.2.130.
   Web of Science ®Google Scholar
• Schwartz, M. 2016. Ethical decision-making theory: An integrated approach. Journal of Business Ethics 139 (4):755–76. doi:10.1007/s10551-015-2886-8.
   Web of Science ®Google Scholar
• Schwepker, C. H., Jr. 2015. Influencing the salesforce through perceived ethical leadership: The role of salesforce socialization and person-organization fit on salesperson ethics and performance. Journal of Personal Selling & Sales Management 35 (December):292–313. doi:10.1080/08853134.2015.1106769.
   Google Scholar
• Schwepker, C. H., Jr. 2016. Servant leadership, distributive justice and commitment to customer value in the salesforce. Journal of Business & Industrial Marketing 31 (1):70–82. doi:10.1108/JBIM-07-2014-0143.
   Web of Science ®Google Scholar
• Schwepker, C. H., Jr. 2017. Psychological ethical climate, leader–Member exchange and commitment to superior customer value: Influencing salespeople’s unethical intent and sales performance. Journal of Personal Selling & Sales Management 37 (1):72–87. doi:10.1080/08853134.2016.1272054.
   Web of Science ®Google Scholar
• Schwepker, C. H., Jr., and M. Hartline. 2005. Managing the ethical climate of customer-contact service employees. Journal of Service Research 7 (4):377–97. doi:10.1177/1094670504273966.
   Web of Science ®Google Scholar
• Sheppard, B. H., and D. M. Sherman. 1998. The grammars of trust: A model and general implications. Academy of Management Review 23 (July):422–37. doi:10.5465/amr.1998.926619.
   Google Scholar
• Singh, J., and G. K. Rhoads. 1991. Boundary role ambiguity in marketing-oriented positions: A multidimensional, multifaceted operationalization. Journal of Marketing Research 28 (August):328–38. doi:10.1177/002224379102800307.
   Google Scholar
• Tanner, J. F., M. G. Dunn, and L. B. Chonko. 1993. Vertical exchange and salesperson stress. Journal of Personal Selling & Sales Management 13 (2):27–36.
   Google Scholar
• Teas, K. R. 1980. An empirical test of linkages proposed in the Walker, Churchill, and Ford model of salesforce motivation and performance. Journal of the Academy of Marketing Science 8 (1/2):58–72. doi:10.1007/BF02721973.
   Google Scholar
• Teas, K. R. 1983. Supervisory behavior, role stress, and the job satisfaction of industrial salespeople. Journal of Marketing Research 20 (1):84–91. doi:10.1177/002224378302000110.
   Web of Science ®Google Scholar
• Trevino, L. K., and K. A. Nelson. 2014. Managing business ethics: Straight talk about how to do it right. 6th Edition. Hoboken, NJ: John Wiley and Sons Inc.
   Google Scholar
• Tubre, T. C., and J. M. Collins. 2000. Jackson and Schuler (1985) revisited: A meta-analysis of the relationships between role ambiguity, role conflict, and job performance. Journal of Management 26 (1):155–69. doi:10.1177/014920630002600104.
   Web of Science ®Google Scholar
• Tzafrir, S. S., G. H. Harel, Y. Baruch, and S. L. Dolan. 2004. The consequences of emerging HRM practices for employees’ trust in their managers. Personnel Review 33 (5/6):628–47. doi:10.1108/00483480410561529.
   Web of Science ®Google Scholar
• Verbeke, W., B. Dietz, and E. Verwaal. 2011. Drivers of sales performance: A contemporary meta-analysis. Have salespeople become knowledge brokers? Journal of the Academy of Marketing Science 39 (3):407–28. doi:10.1007/s11747-010-0211-8.
   Web of Science ®Google Scholar
• Vlaar, W. L., F. A. J. Van Den Bosch, and H. W. Volberda. 2007. On the evolution of trust, distrust, and formal coordination and control in interorganizational relationships: Toward an integrative framework. Group & Organization Management 32:407–29. doi:10.1177/1059601106294215.
   Web of Science ®Google Scholar
• Walker, O. C., Jr., G. A. Churchill Jr., and N. M. Ford. 1977. Motivation and performance in industrial selling: Present knowledge and needed research. Journal of Marketing Research 14 (May):156–68. doi:10.1177/002224377701400203.
   Web of Science ®Google Scholar
• Walumbwa, F. O., D. M. Mayer, P. Wang, H. Wang, K. Workman, and A. L. Christensen. 2010. Linking ethical leadership to employee performance: The roles of leader–Member exchange, self-efficacy, and organizational identification. Organizational Behavior and Human Performance 15 (2):204–13.
   Google Scholar
• Zablah, A. R., G. R. Franke, T. J. Brown, and D. E. Bartholomew. 2012. How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing 76 (3):21–40. doi:10.1509/jm.10.0231.
   Web of Science ®Google Scholar