Exploring the effects of different reward programs on in-role and extra-role performance of retail sales associates

Abstract

Purpose: The purpose of this paper is to explore the effects of different reward programs on in-role and extra-role behaviour; and to investigate whether specific reward programs can be designed to enhance both in-role and extra-role behaviour simultaneously. Design/methodology/approach: Semi-structured in-depth interviews were conducted on a total of 11 employees from four different fashion retail outlets. Informants consisted of employees from different positions within these organizations (i.e. store manager, assistant store manager and sales associates) to provide researchers with possibly differing viewpoints. Interviews were content analysed and classified, according to emerging themes..