Son K. Lam
University of Georgia
Customer retentionAdvertisingSales managementService qualityBusinessPsychologyMiddle managementMarketingInterpersonal communicationCustomer satisfactionPerspective (graphical)Organizational identificationQuality (business)Customer advocacyPublic relationsMultilevel modelRelationship marketingKnowledge managementIdentification (information)Social identity theoryCustomer relationship management
Publications 43
#1Michael Ahearne (UH: University of Houston)H-Index: 52
#2Yashar Atefi (DU: University of Denver)
Last. Mohsen Pourmasoudi (SDSU: San Diego State University)H-Index: 1
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The revolution in information availability and the advances in novel interaction technologies have ushered in two major shifts that call into question the traditional assumptions of buyer–seller interactions. First, buyer–seller information asymmetry has greatly decreased in many interactions. Second, face-to-face communication is no longer the main format of buyer–seller interactions. In this article, the authors review empirical research on how these shifts have changed buyer–seller negotiatio...
#1Juan Xu (TU/e: Eindhoven University of Technology)H-Index: 1
Last. Son K. Lam (UGA: University of Georgia)H-Index: 19
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Contrary to the intuition that salespeople gravitate toward big-whale sales opportunities, in reality they often avoid them. To study this phenomenon, the authors integrate contingent decision-maki...
#1Son K. Lam (Terry College of Business)H-Index: 19
#2Michel van der Borgh (CBS: Copenhagen Business School)H-Index: 7
Prior research on salesperson judgment and decision making (JDM) has been fragmented. After identifying how salespeople uniquely differ from other decision makers and unpacking how various personal selling issues can benefit from research in the JDM domain, the authors provide a framework to guide future research on salesperson JDM. The framework includes a research idea generation template to facilitate the identification of theoretically and substantively important research questions about sal...
1 CitationsSource
#1Justin M. Lawrence (OSU: Oklahoma State University–Stillwater)H-Index: 4
#2Lisa K. Scheer (MU: University of Missouri)H-Index: 19
Last. Son K. Lam (UGA: University of Georgia)H-Index: 19
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When should business-to-business firms encourage their salespeople to advocate for the customer in pricing negotiations? This research extends dual agency theory to the sales domain to address this...
1 CitationsSource
#1Stefan Todd SleepH-Index: 5
#2Andrea L. DixonH-Index: 17
Last. Son K. LamH-Index: 19
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This study aims to explore the changing nature of the inside sales role and the individual capabilities required for success. Additionally, it examines the influence of organizational structure on inside sales force capabilities. Although business-to-business firms are investing heavily in inside sales forces, academic research lags behind this evolution.,Using a two-study qualitative approach, the authors examine contemporary inside sales forces’ responsibilities and operational configurations....
7 CitationsSource
#1Justin M. Lawrence (OSU: Oklahoma State University–Stillwater)H-Index: 4
#2Andrew T. Crecelius (Iowa State University)H-Index: 5
Last. Son K. Lam (UGA: University of Georgia)H-Index: 19
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As organizational buying systems grow more complex and sophisticated, suppliers increasingly rely on buyer advocacy: an individual buyer’s efforts to influence his/her colleagues such that the supplier’s standing is improved. Drawing from cognitive response theory, the authors hypothesize an inverted U-shaped relationship between a buyer’s advocacy for a supplier and the customer’s purchases from that supplier. They theorize that this effect is moderated by the advocate’s industry experience and...
5 CitationsSource
#1Son K. Lam (UGA: University of Georgia)H-Index: 19
#2Thomas E. DeCarlo (UAB: University of Alabama at Birmingham)H-Index: 16
Last. Ashish Sharma (UNCC: University of North Carolina at Charlotte)H-Index: 1
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Drawing from the interactional psychology of personality and multitasking paradigm, we examine the contingencies of salesperson orientation ambidexterity in the “exploration” of new customers (i.e., hunting) and the “exploitation” of existing customers (i.e., farming) to achieve sales growth and make time allocation decisions. The results from a field study and an experiment indicate that the impact of salesperson orientation ambidexterity is contingent on a salesperson’s customer base character...
13 CitationsSource
#1Andrew T. Crecelius (UAB: University of Alabama at Birmingham)H-Index: 5
#2Justin M. Lawrence (MSU: Michigan State University)H-Index: 4
Last. Lisa K. Scheer (MU: University of Missouri)H-Index: 19
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The authors examine the upstream impact of a firm’s customer-centric organizational structure on its supplier, including both positive effects of greater revenue and negative effects of demanding services that raise the supplier’s costs. These countervailing effects on supplier profit are moderated by characteristics of the firm’s buying center and the firm–supplier relationship, in accordance with the value capture literature. Study 1 examines the proposed firm-level financial effects of the du...
4 CitationsSource
#1Stefan Todd Sleep (Georgia Gwinnett College)H-Index: 5
#2Son K. Lam (Terry College of Business)H-Index: 19
Last. John Hulland (Terry College of Business)H-Index: 33
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Firms often promote integration between sales and marketing functions. However, research has mostly focused on improving the level of realized integration and ignored the integration gap, defined a...
8 CitationsSource
#1Raghu Bommaraju (Iowa State University)H-Index: 4
#2Michael Ahearne (UH: University of Houston)H-Index: 52
Last. Son K. Lam (Terry College of Business)H-Index: 19
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AbstractThis research draws from the psychodynamic perspective of social identity theory to examine the causal effect of mergers and acquisitions involving a mismatch of external images on the sales force. Study 1, a natural longitudinal experiment, shows that a merger with a poorer-image firm immediately dilutes salespeople’s organizational identification (OI), which in turn impairs their performance. As sense makers, salespeople who are more tenured experience stronger OI dilution, whereas tho...
9 CitationsSource