Internal service quality affects salespersons’ performance and turnover intention: Mediating role of job involvement

Liang Li1, Bangzhu Zhu1, Xiang Cai1, Xingle Long2, Chanwook Park3
1School of Business, Nanjing University of Information Science and Technology, and Research Center for Prospering Jiangsu Province with Talents, People’s Republic of China
2School of Management, Jiangsu University, People’s Republic of China
3School of Management, Kyung Hee University, Republic of Korea
Cite this article:  Li, L., Zhu, B., Cai, X., Long, X., & Park, C. (2019). Internal service quality affects salespersons’ performance and turnover intention: Mediating role of job involvement. Social Behavior and Personality: An international journal, 47, e8251.

Volume 47 Issue 8 | e8251 | Published: August 2019 | DOI: https://doi.org/10.2224/sbp.8251

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We investigated the relationship between salespersons’ internal service quality and turnover intention through the mediators of their job involvement and sales performance. To that end, we distributed surveys to salespersons in Korea and used structural equation modeling to examine the hypotheses. The results of this study were as follows: First, internal service quality had a significant and direct impact on salespersons’ job involvement and sales performance, and also their turnover intention. Second, job involvement mediated the relationship between internal service quality and turnover intention. Third, internal service quality had a significant indirect effect on sales performance through the mediator of job involvement. Fourth, in a 2-stage mediation model internal service quality had a significant indirect relationship with turnover intention through the mediators of job involvement and then sales performance. Theoretical and practical implications are discussed for marketing management research.

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