DISCORDANT VS. HARMONIOUS SELVES: THE EFFECTS OF IDENTITY CONFLICT AND ENHANCEMENT ON SALES PERFORMANCE IN EMPLOYEE–CUSTOMER INTERACTIONS

Across multiple studies, we examine how identity conflict and enhancement within people affect performance in tasks that involve interactions between people. We also examine two mechanisms: role-immersion, operationalized as intrinsic motivation, and role-taking, operationalized as perspective-takin...

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Bibliographic Details
Published inAcademy of Management journal Vol. 60; no. 6; pp. 2208 - 2238
Main Authors RAMARAJAN, LAKSHMI, ROTHBARD, NANCY P., WILK, STEFFANIE L.
Format Journal Article
LanguageEnglish
Published Briarcliff Manor Academy of Management 01.12.2017
Subjects
Conflict
Customer services
Customers
Identity
Intrinsic motivation
Moderation
Perspective taking
Quality of service
Sales
Task performance
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Summary:Across multiple studies, we examine how identity conflict and enhancement within people affect performance in tasks that involve interactions between people. We also examine two mechanisms: role-immersion, operationalized as intrinsic motivation, and role-taking, operationalized as perspective-taking. In Study 1, a longitudinal field study of customer service representatives (n = 763) who simultaneously identify with multiple brands they represent to customers, we examine the relationships between identity conflict and enhancement, on the one hand, and objective sales performance, on the other. We find independent effects for identity conflict and enhancement on intrinsic motivation, perspective-taking and performance, such that identity conflict negatively and enhancement positively affects all three variables above and beyond average identification. Intrinsic motivation further mediates the relationships between identity conflict and enhancement on sales in a direction consistent with our theorizing. However, while significant, perspective-taking does not mediate these relationships in the expected direction, because it has a negative effect on sales. In Studies 2a and 2b, we strengthen causal inference using an experimental moderation-of-process approach to constructively replicate and extend our findings. The paper demonstrates how multiple identities within people can have consequences for performance in tasks that involve interactions between people.
ISSN:0001-4273
1948-0989
DOI:10.5465/amj.2014.1142