Salesperson’s Customer Orientation: A Reconceptualization and a New Definition

Abstract

This study critically examines the existing domains, conceptualizations and operationalizations of the salesperson’s customer orientation constructs present in the literature. The widely used Salesperson orientation-Customer orientation (SOCO) construct (its domain, definition and scale) is examined in detail, and several inconsistencies were found. We also examine other individual-level and organizational-level orientation constructs, including market orientation, in order to appropriately delineate the boundaries of the salesperson’s customer orientation construct. Based on a comprehensive review of literature on the marketing concept, and related literatures on several other relevant orientation constructs, we suggest a new definition of this mid-level construct. Not only is our new definition more encompassing (to include all activities of the salesperson related to customers, and not just their interactions with the customers) but is also more forward-looking (salesperson’s enhanced role not just as need-fulfiller, but more as customers’ value co-creator). We sincerely hope that the new definition suggested by us would encourage scale development efforts from researchers, that would aid in further reducing (if not removing)the several inconsistencies present in the literature related to salespersons’ customer orientation, and its effect on their performance and effectiveness.