depicted in Fig. 1, our model suggests that leader empowering behaviors combine with individuals differences (i.e., salespeople's knowledge and experience) to influence salespeople's behavior (i.e., their working harder and working smarter). In turn, these behaviors are believed to relate positively
to their job performance (i.e., sales), both directly, and indirectly via customers' satisfaction and perceptions of service. The
rationale for each of our hypotheses is detailed below. We begin with a consideration of the core variables of our model, namely working harder and smarter, and influences on them. We then turn to a discussion of how they influence customer and sales outcomes