Purpose

This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements must exist before they can achieve service–sales ambidexterity. Drawing on achievement goal theory and the meaning-making perspective, this study predicts that learning-oriented managers encourage and foster FSEs’ cross-selling behaviors by facilitating their ability to derive positive meaning from the cross-selling initiative. They do so by conveying high-quality information about the initiative and related changes to individual employees, as well as by encouraging the formation of a collective perception of open communications within the work unit.

Design/methodology/approach

Hierarchical (nested) data from 39 managers and 357 FSEs of a major logistic service company are used to test the hypotheses.

Findings

As predicted, a manager’s LGO relates positively to FSEs’ cross-selling activities, through sequential mediations of the hypothesized communication mechanisms and employees’ benefits-finding.

Originality/value

A manager’s LGO is an important antecedent of FSEs’ cross-selling behaviors. This study establishes this influence and clarifies the processes by which it occurs. This study also extends previous research by specifying the important role of employees’ meaning-making, which prompts them to adopt cross-selling, as a mediator of the multilevel communication influences that result from their managers’ LGO.

中文翻译：

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转变一线服务人员在交叉销售中的角色

目的

本研究旨在研究经理的学习目标导向 (LGO) 如何影响一线服务员工 (FSE) 参与交叉销售活动。这样的约定必须存在，然后才能实现服务-销售的二元性。本研究借鉴成就目标理论和意义建构的观点，预测学习型管理者通过促进他们从交叉销售计划中获得积极意义的能力来鼓励和培养 FSE 的交叉销售行为。他们通过向个别员工传达有关倡议和相关变化的高质量信息，以及鼓励在工作单位内形成开放式沟通的集体观念来做到这一点。

设计/方法/方法

来自一家大型物流服务公司的 39 名经理和 357 家 FSE 的分层（嵌套）数据用于检验假设。

发现

正如预测的那样，经理的 LGO 与 FSE 的交叉销售活动呈正相关，通过假设的沟通机制和员工福利发现的顺序中介。

原创性/价值

经理的 LGO 是 FSE 交叉销售行为的重要前因。这项研究建立了这种影响并阐明了它发生的过程。本研究还通过详细说明员工意义建构的重要作用扩展了先前的研究，这促使他们采用交叉销售，作为由他们的经理的 LGO 产生的多层次沟通影响的中介。