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How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors

Title
How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors
Authors
Park J.E.Kim J.Dubinsky A.J.Lee H.
Ewha Authors
박정은
SCOPUS Author ID
박정은scopus
Issue Date
2010
Journal Title
Industrial Marketing Management
ISSN
0019-8501JCR Link
Citation
vol. 39, no. 7, pp. 1128 - 1138
Indexed
SSCI; SCOPUS WOS scopus
Abstract
Sales force automation (SFA) technologies are increasingly used to support customer relationship management strategies. However, previous studies have reported mixed results about the performances of SFA technologies. Therefore, this study seeks to further examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the mediating roles of learning and adaptive selling behaviors on the outcomes of SFA usage are investigated. The results highlight the mediating role of salesperson learning and adaptive selling behaviors in the SFA usage and sales performance relationship. Especially noteworthy is the impact of learning through adaptive selling on those outcome variables. Implications for SFA research and practice that may further improve our understanding of this increasingly relevant topic are also offered. © 2009 Elsevier Inc.
DOI
10.1016/j.indmarman.2009.11.003
Appears in Collections:
경영대학 > 경영학전공 > Journal papers
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