Analysis table related to costs
| Examples of quotations related to first-order concepts | First-order concepts (in-vivo codes are summarized in brackets) | Second-order themes | Aggregate dimensions |
|---|---|---|---|
| “It’s just wasting time if it doesn’t help with sales” (Salesperson Z) “I know that I wasted a lot of information and a lot of time, and I still cannot get them [customer]. (Salesperson H) “We estimate how much time is required for this or that customer, and sometimes we decide that it might not be the best idea to spend so much time on this outside work” (Salesperson K) “If we met outside work, I don’t think it would be the best use of my time” (Salesperson L) | Spending too much time with the customer outside work (e.g. takes too much time) | Too much socializing | Costs |
| “If the customers in their work role are cold and calculating, hierarchically domineering, rude and negative towards my values, I cannot deepen the relationship… I was actually surprised how someone could get so personal – for example criticise me for my choices and values” (Salesperson O) ” Even though all the customer’s business dealings are ok (cost saving, effectiveness, operational excellence), if as the salesperson, I cannot produce an experience of unity, then I am just someone they think is nice to know. Then I‘m not important to the customer “ (Salesperson I) | No common interests or values (e.g. nothing in common) | ||
| ”Sillon ei ollut kyse kielimuurista eikä mistään muusta, vaan oli eri tapa toimia… me ei pystytä sellaseen tottumaan täällä” (Salesperson J) “Siis mun on jokseenkin vaikeeta hyväksyä tämän asiakkaan tapaa toimia ja tehdä bisnestä” (Salesperson G) | Customer is not interesting as a person (e.g. not a similar person) | ||
| “You have to be able to separate your relationship with the customer and then the actual work you do, so it doesn’t get in the way and lead to unfairness when compared to some other customer” (Salesperson I) “Information sharing just needs to be subtle enough that you’re still professional” (Salesperson O) “When you have a fairly big argument and if you are too close to the customer – that’s really difficult to deal with. I mean if you’re friends with that customer” (Salesperson A) | Separating salesperson’s professional role and private role (e.g. customer is not a friend) | Protecting privacy | |
| “I sometimes share some personal things as well, just to seem more human” (Salesperson O) “It’s not a good idea [to tell too much about yourself], because this is about doing business… You shouldn’t open up too much about yourself… You really have to keep business and friendship separate” (Salesperson G) “It really is more up to me, and my choice to decide what I want to tell them. I want to keep a certain boundary there. That's how it is… Somehow it’s really difficult to keep a line between the things we can talk about in there, and the things we can’t” (Salesperson L) | Concerns about sharing too much private information (e.g. unwilling to share information) | ||
| “You have to be able to separate the business relationship from the actual work, so that the relationship doesn’t get in the way of succeeding at work, and so you never say anything negative about a customer in front of another customer… Like, if you’re a good friend, you get this a lot cheaper” (Salesperson K) “There was a kind of consensus, which I thought was pretty obvious and transparent, and they had agreed together who does what” (Salesperson B) “If you start acting all friendly, the other customers may find out that you’re friends with the buyer or the managing director of this particular company. And then that company's competitors may wonder if the people there favour you because you’re friends with them” (Salesperson G) | Concerns about inequality e.g. (inequality between “average” customers and customers who are almost as close as friends) | Inequality between customers |
| Examples of quotations related to first-order concepts | First-order concepts (in-vivo codes are summarized in brackets) | Second-order themes | Aggregate dimensions |
|---|---|---|---|
| “It’s just wasting time if it doesn’t help with sales” (Salesperson Z) | Spending too much time with the customer outside work (e.g. takes too much time) | Too much socializing | Costs |
| “If the customers in their work role are cold and calculating, hierarchically domineering, rude and negative towards my values, I cannot deepen the relationship… I was actually surprised how someone could get so personal – for example criticise me for my choices and values” (Salesperson O) | No common interests or values (e.g. nothing in common) | ||
| ”Sillon ei ollut kyse kielimuurista eikä mistään muusta, vaan oli eri tapa toimia… me ei pystytä sellaseen tottumaan täällä” (Salesperson J) | Customer is not interesting as a person (e.g. not a similar person) | ||
| “You have to be able to separate your relationship with the customer and then the actual work you do, so it doesn’t get in the way and lead to unfairness when compared to some other customer” (Salesperson I) | Separating salesperson’s professional role and private role (e.g. customer is not a friend) | Protecting privacy | |
| “I sometimes share some personal things as well, just to seem more human” (Salesperson O) | Concerns about sharing too much private information (e.g. unwilling to share information) | ||
| “You have to be able to separate the business relationship from the actual work, so that the relationship doesn’t get in the way of succeeding at work, and so you never say anything negative about a customer in front of another customer… Like, if you’re a good friend, you get this a lot cheaper” (Salesperson K) | Concerns about inequality e.g. (inequality between “average” customers and customers who are almost as close as friends) | Inequality between customers |
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