The Impact of Customer Service, Identification with the Team and Locomotion Orientation on the Operational Performance of Micro and Small Businesses
DOI:
https://doi.org/10.18041/1900-0642/criteriolibre.2024v22n41.9984Keywords:
Company performance, seller locomotion, sales, customer serviceAbstract
This research is aimed at examining the relationship between three constructs associated with performance in the sales area and operational performance in micro and small businesses in the State of Quintana Roo, Mexico. Data collected from 322 vendors selected through purposive sampling representing a significant variety of retail businesses were used. The impact of the variables on the company’s performance is analyzed using a structural equation model. The results showed that the provision of customer service, the identification with the sales team, and the locomotion orientation of the organization’s salespeople significantly affect the operational performance of the store. The provision of customer service and identification with the sales team positively affect the locomotion of the seller.
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