High touch through high tech: The impact of salesperson technology usage on sales performance via mediating mechanisms Academic Article

abstract

• Sales technology has been touted as a primary tool for enhancing customer relationship management. However, empirical research is sparse concerning the use of information technology (IT) and its effects on the relationship between salespersons and customers. Using an interdisciplinary research approach, we extend task-technology-fit (TTF) theory by examining the mechanisms through which use of IT by the sales force influences salesperson performance. We test a model that incorporates salespersons' customer service, attention to personal details, adaptability, and knowledgekey marketing constructs that could mediate IT's impact on salesperson performance. Results in a pharmaceutical sales setting indicate that IT use can improve customer service and salespersons' adaptability, leading to improved sales performance.

authors

• Jones, Eli

published proceedings

• MANAGEMENT SCIENCE

author list (cited authors)

• Ahearne, M., Jones, E., Rapp, A., & Mathieu, J.

citation count

• 156

complete list of authors

• Ahearne, Michael||Jones, Eli||Rapp, Adam||Mathieu, John

publication date

• January 2008

publisher

• Institute for Operations Research and the Management Sciences (INFORMS)  Publisher

published in

• Management science  Journal

keywords

• Customer Relationship Management
• Relationship Marketing
• Sales Technology

Digital Object Identifier (DOI)

• 10.1287/mnsc.1070.0783

start page

• 671

end page

• 685

volume

• 54

issue

• 4

URL

• http://dx.doi.org/10.1287/mnsc.1070.0783