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Competitive intelligence collection and use by sales and service representatives: how managers’ recognition and autonomy moderate individual performance

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Abstract

The importance of knowledge to the organization cannot be denied. However, to date little research has investigated the critical role individuals in sales and service representative positions play in the gathering and use of information in the organization and how this information can help them enhance their performance. Using social identity theory as a conceptual background, this paper reports two studies which investigate how organizational identification and role conflict impact the collection and use of individual competitive intelligence (ICI) and how this impacts individual performance. In addition, we look at the impact of managerial recognition and autonomy on these relationships. Tests across two firms using hierarchical linear modeling provide support for the hypothesized relationships. We conclude that firms can create an environment which facilitates the collection and use of ICI and that this, in turn, positively impacts individual performance.

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Authors and Affiliations

  1. Department of Management and Marketing, Culverhouse College of Commerce and Business Administration, University of Alabama, Box 870225, Tuscaloosa, AL, 35487, USA

    Adam Rapp & Thomas L. Baker

  2. Department of Marketing, College of Business, Ohio University, Copeland 528, Athens, OH, 45701, USA

    Raj Agnihotri

  3. Department of Marketing, E. J. Ourso College of Business, Louisiana State University, 2100B Business Education Complex, Baton Rouge, LA, 70803, USA

    James ‘Mick’ Andzulis

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  2. Raj Agnihotri
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Correspondence to Adam Rapp, Raj Agnihotri, Thomas L. Baker or James ‘Mick’ Andzulis.

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Rapp, A., Agnihotri, R., Baker, T.L. et al. Competitive intelligence collection and use by sales and service representatives: how managers’ recognition and autonomy moderate individual performance. J. of the Acad. Mark. Sci. 43, 357–374 (2015). https://doi.org/10.1007/s11747-014-0384-7

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