销售人员的责任心与绩效:客户导向的中介作用

摘要

目的 探察“责任心—绩效”关系的内在作用机制.方法 采用大五人格量表、客户导向问卷以及销售人员绩效问卷,对国内某大型电信企业的302对销售人员及其直接主管进行配对调查并对数据加以分析.结果 客户导向能够完全中介责任心对销售绩效的作用.结论 责任心可以通过促进客户导向的行为来影响销售绩效.%Objective to explore the underlying mechanism of the relationship between conscientiousness and performance. Method we investigated 302 pairs of salespeople and their direct supervisors from a big telecommunication enterprise in China, with conscientiousness (NEO-PI-R), customer orientation (customer orientation scale) and sales performance (salesforce performance scale) measured. Result customer-orientation fully mediated the relationship between conscientiousness and performance. Conclusion conscientiousness can exert its effect on sales performance by improving customer-oriented behaviors.