How Salesperson Improves Their Customer Stewardship Behavior in the Mobile Internet Era

Abstract

Nowadays, sales are facing with the growing number of work-life conflicts with the development of the mobile Internet. And, academics and enterprises turn to focus continuously on the issues that how can salesperson balance work-family conflict, achieving high sales performance and obtaining customer satisfaction and loyalty. From a new perspective of the management of salesperson on the front lines, this paper explored the formation of sales' work-family balance on customer stewardship orientation and tested the intermediary role of personal life-work promotion and personal life-work conflict. The results of the stepwise regression analysis show that work-family balance (I) has the direct effect on the formation of the sales staff's customer housekeeping orientation, (II) promotes the positive promotion of customer stewardship by strengthening personal to work promotion, and (III) reduces the passive influence on personal life-work conflict on customer stewardship and promotes the formation of customer stewardship orientation by restraining personal life-work conflict. The above results complement the informal control system of sales force, reveal the formation mechanism of customer stewardship behavior, and provide practical suggestions for enterprises to reach long-term sales goals through the management of sales personnel.