How Do Extra-Role Behaviors Affect Salespeople Performance? An Empirical Examination

Abstract

Customer orientation and organizational citizenship behaviors (OCBs) are two forms of extra-role behaviors which are expected to affect organizational performance positively in the academic literature. The goal of this study is to examine the relationship between customer orientation of salespeople working in pharmaceutical industry and superstore retailing sectors as well as their OCBs and the impact of these constructs on salespeople performance. The research uses the scales developed by Stock and Hoyer (2004), MacKenzie et al (1993) and Roman and Munuera (2000) to measure customer orientation, OCBs and performance respectively. The results show that there is a significant relationship between customer orientation and OCBs. Besides, OCBs impact salespeople performance positively and differs on sectors.