The DOI matches its Crossref record; 59 of the 59 references it cites were found in a registry or an index.
High Touch Through High Tech: The Impact of Salesperson Technology Usage on Sales Performance via Mediating Mechanisms
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 knowledge—key 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.
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Cites
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Cited by
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
Technostress: negative effect on performance and possible mitigations
Tarafdar, M., Pullins, E. B., & Ragu‐Nathan, T. S. (2015) · Information Systems Journal · doi:10.1111/isj.12042 · Cited by 791
Getting Smart: Learning From Technology-Empowered Frontline Interactions
Marinova, D., de Ruyter, K., Huang, M.-H., Meuter, M. L., & Challagalla, G. (2017) · Journal of Service Research · doi:10.1177/1094670516679273 · Cited by 363
Becker, J. U., Greve, G., & Albers, S. (2009) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2009.03.006 · Cited by 273
Torre, C., Tommasetti, A., & Maione, G. (2021) · The TQM Journal · doi:10.1108/tqm-04-2020-0070 · Cited by 46
Metadata
- Authors
- Ahearne, M., Jones, E., Rapp, A., & Mathieu, J.
- Venue
- Management Science
- Published
- 2008-04
- Volume
- 54
- Issue
- 4
- Pages
- 671-685
- ISSN
- 0025-1909 (ISSN-L)
- 1526-5501
- OpenAlex
- W2111031300
- Cited by
- 263
- References
- 59
- FWCI
- 20.26
- Type
- journal article
- Language
- en
- Open access
- closed
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- Ahearne, M., Jones, E., Rapp, A., & Mathieu, J. (2008). High Touch Through High Tech: The Impact of Salesperson Technology Usage on Sales Performance via Mediating Mechanisms. Management Science. https://doi.org/10.1287/mnsc.1070.0783
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
