Indian Journal of Science and Technology

Abstract

Some of the best organizations have realized that it is essential to give customers a complete experience for them to become loyal customers in the future. Organizations also understand that consumer buying behaviour is influenced by pre-purchase, purchase and post–purchase experiences. All these experiences are mediated by employee – customer interactions. This makes it important for organizations to tune in their employee behaviour to customer needs. Every job has different requirements from the job incumbent. This also means that different set of professionals would want different things from the company. Sales/marketing is a peculiar yet an important function for the organization since their individual performances put together directly affect the company’s profits Thus, making it all the more important for organizations and managers to understand the impact that different drivers have on engaging their sales/marketing employees. Secondary data sources were used to arrive at a review of the literature. The present study surveyed 500 sales/marketing professionals using the questionnaire developed by the researcher to measure employee engagement. Statistical analysis using SPSS 15 was conducted. Multiple regression analysis revealed the progressive importance of the drivers of employee engagement to sales professionals. A model is proposed which can be used by managers to streamline their initiatives towards creating a more engaged sales force.
Keywords: Company Perception, Development Opportunities, Employee Engagement, Job Assignment, Sales, Work Life Balance