The Benefits of Sales Force Automation (SFA): An Empirical Examination of SFA Usage on Relationship Quality and Performance

REFERENCES

• Ahearne , M. , Hughes , D. E. and Schillewaert , N. 2007 . Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness . International Journal of Research in Marketing , 24 ( 4 ) : 336 – 349 .
   Web of Science ®Google Scholar
• Ahearne , M. , Jones , E. , Rapp , A. and Mathieu , J. 2008 . High touch through high tech: The impact of salesperson technology usage on sales performance via mediating mechanisms . Management Science , 54 : 671 – 685 .
   Web of Science ®Google Scholar
• Armstrong , J. S. and Overton , T. S. 1977 . Estimating nonresponse bias in mail surveys . Journal of Marketing Research , 14 : 396 – 402 .
   Web of Science ®Google Scholar
• Arnett , D. B. and Badrinarayanan , V. 2005 . Enhancing customer-needs-driven CRM strategies: Core selling teams, knowledge management competence, and relationship marketing competence . Journal of Personal Selling & Sales Management , 25 ( 4 ) : 329 – 343 .
   Google Scholar
• Arnett , D. B. , Laverie , D. A. and Meiers , A. 2003 . Developing parsimonious retailer equity indexes using partial least squares analysis: A method and applications . Journal of Retailing , 79 ( 3 ) : 161 – 170 .
   Web of Science ®Google Scholar
• Avlonitis , G. J. and Panagopoulos , N. G. 2005 . Antecedents and consequences of CRM technology acceptance in the sales force . Industrial Marketing Management , 34 ( 4 ) : 355 – 368 .
   Web of Science ®Google Scholar
• Barclay , D. W. 1991 . Interdepartmental conflict in organizational buying: The impact of the organizational context . Journal of Marketing Research , 28 ( 2 ) : 145 – 159 .
   Web of Science ®Google Scholar
• Behrman , D. N. and Perreault , W. D. 1984 . A role stress model of the performance and satisfaction of industrial salespersons . Journal of Marketing , 48 ( 4 ) : 9 – 21 .
   Web of Science ®Google Scholar
• Bendapudi , N. and Berry , L. L. 1997 . Customers’ motivations for maintaining relationships with service providers . Journal of Retailing , 73 ( 1 ) : 15 – 37 .
   Web of Science ®Google Scholar
• Buehrer , R. E. , Senecal , S. and Pullins , E. B. 2005 . Sales force technology usage—reasons, barriers, and support: An exploratory investigation . Industrial Marketing Management , 34 ( 4 ) : 389 – 398 .
   Web of Science ®Google Scholar
• Cascio , R. , Mariadoss , B. J. and Mouri , N. 2010 . The impact of management commitment alignment on salespersons’ adoption of sales force automation technologies: An empirical investigation . Industrial Marketing Management , 39 : 1088 – 1196 .
   Web of Science ®Google Scholar
• Chin , W. W. 1998 . “ The partial least squares approach to structural equation modeling ” . In Modern methods for business research , Edited by: Marcoulides , G. A. 295 – 336 . Mahwah , NJ : Erlbaum .
   Google Scholar
• Chin , W. W. , Marcolin , B. L. and Newsted , P. R. A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study . Information Systems Research, 14(2) , 189–217.
   Google Scholar
• Crosby , L. A. , Evans , K. R. and Cowles , D. 1990 . Relationship quality in services selling: An interpersonal influence perspective . Journal of Marketing , 54 ( 3 ) : 68 – 81 .
   Web of Science ®Google Scholar
• Davis , F. D. 1989 . Perceived usefulness, perceived ease of use, and user acceptance of information technology . MIS Quarterly , 13 ( 3 ) : 318 – 340 .
   Web of Science ®Google Scholar
• Dwyer , F. R. , Schurr , P. H. and Oh , S. 1987 . Developing buyer-seller relationships . Journal of Marketing , 51 ( 2 ) : 11 – 28 .
   Web of Science ®Google Scholar
• Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 ( 3 ) : 39 – 50 .
   Web of Science ®Google Scholar
• Ganesan , S. 1994 . Determinants of long-term orientation in buyer-seller relationships . Journal of Marketing , 58 ( 2 ) : 1 – 19 .
   Web of Science ®Google Scholar
• Garbarino , E. and Johnson , M. S. 1999 . The different roles of satisfaction, trust, and commitment in customer relationships . Journal of Marketing , 63 ( 2 ) : 70 – 87 .
   Web of Science ®Google Scholar
• Geisser , S. 1975 . The predictive sample reuse method with applications . Journal of the American Statistical Association , 70 ( 350 ) : 320 – 328 .
   Web of Science ®Google Scholar
• Hennig-Thurau , T. 2000 . Relationship quality and customer retention through strategic communication of customer skills . Journal of Marketing Management , 16 ( 1–3 ) : 55 – 79 .
   Google Scholar
• Homburg , C. , Wieseke , J. and Kuehnl , C. 2010 . Social influence on salespeople's adoption of sales technology: A multilevel analysis . Journal of the Academy of Marketing Science , 38 ( 2 ) : 159 – 168 .
   Web of Science ®Google Scholar
• Hulland , J. 1999 . Use of partial least squares (PLS) in strategic management research: A review of four recent studies . Strategic Management Journal , 20 ( 2 ) : 195 – 204 .
   Web of Science ®Google Scholar
• Hunter , G. K. and Perreault , W. D. 2006 . Sales technology orientation, information effectiveness, and sales performance . Journal of Personal Selling & Sales Management , 26 ( 2 ) : 95 – 113 .
   Google Scholar
• Hunter , G. K. and Perreault , W. D. 2007 . Making sales technology effective . Journal of Marketing , 71 ( 1 ) : 16 – 34 .
   Web of Science ®Google Scholar
• Jackson , B. 1985 . Winning and keeping industrial customers. , Lexington , MA : Lexington Books .
   Google Scholar
• Jayachandran , S. , Sharma , S. , Kaufman , P. and Raman , P. 2005 . The role of relational information processes and technology use in customer relationship management . Journal of Marketing , 69 ( 4 ) : 177 – 192 .
   Web of Science ®Google Scholar
• Jelinek , R. , Ahearne , M. , Mathieu , J. and Schillewaert , N. 2006 . A longitudinal examination of individual, organizational, and contextual factors on sales technology adoption and job performance . Journal of Marketing Theory and Practice , 14 ( 1 ) : 7 – 23 .
   Google Scholar
• Jones , E. , Sundaram , S. and Chin , W. 2002 . Factors leading to sales force automation use: A longitudinal analysis . Journal of Personal Selling & Sales Management , 22 ( 3 ) : 145 – 156 .
   Google Scholar
• Keillor , B. D. , Bashaw , E. R. and Pettijohn , C. E. 1997 . Sales force automation issues prior to implementation: The relationship between attitudes toward technology experience and productivity . Journal of Business & Industrial Marketing , 12 ( 3/4 ) : 209 – 219 .
   Google Scholar
• Ko , D. G. and Dennis , A. R. 2004 . Sales force automation and sales performance: Do experience and expertise matter? . Journal of Personal Selling & Sales Management , 24 ( 4 ) : 311 – 322 .
   Google Scholar
• Lagace , R. R. , Dahlstrom , R. and Gassenheimer , J. B. 1991 . The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry . Journal of Personal Selling & Sales Management , 11 ( 4 ) : 39 – 47 .
   Google Scholar
• Leong , S. M. , Busch , P. S. and John , D. R. 1989 . Knowledge bases and salesperson effectiveness: A script-theoretic analysis . Journal of Marketing Research , 26 ( 2 ) : 164 – 178 .
   Web of Science ®Google Scholar
• Macintosh , G. and Lockshin , L. S. 1997 . Retail relationships and store loyalty: A multi-level perspective . International Journal of Research in Marketing , 14 : 487 – 497 .
   Web of Science ®Google Scholar
• Menon , A. , Bharadwaj , S. G. and Howell , R. 1996 . The quality and effectiveness of marketing strategy: Effects of functional and dysfunctional conflict in intraorganizational relationships . Journal of the Academy of Marketing Science , 24 ( 4 ) : 299 – 313 .
   Google Scholar
• Mithas , S. , Krishnan , M. S. and Fornell , C. 2005 . Why do customer relationship management applications affect customer satisfaction? . Journal of Marketing , 69 ( 4 ) : 201 – 209 .
   Web of Science ®Google Scholar
• Moore , G. C. and Benbasat , I. 1991 . Development of an instrument to measure the perceptions of adopting an information technology innovation . Information Systems Research , 2 ( 3 ) : 192 – 222 .
   Web of Science ®Google Scholar
• Moorman , C. 1995 . Organizational market information processes: Cultural antecedents and new product outcomes . Journal of Marketing Research , 32 ( 3 ) : 318 – 335 .
   Web of Science ®Google Scholar
• Morgan , A. J. and Inks , S. A. 2001 . Technology and the sales force: Increasing acceptance of sales force automation . Industrial Marketing Management , 30 : 463 – 472 .
   Web of Science ®Google Scholar
• Morgan , R. M. and Hunt , S. D. 1994 . The commitment-trust theory of relationship marketing . Journal of Marketing , 58 ( 3 ) : 20 – 38 .
   Web of Science ®Google Scholar
• Moriarty , R. T. and Swartz , G. S. 1989 . Automation to boost sales and marketing . Harvard Business Review , 67 ( 1 ) : 100 – 108 .
   Web of Science ®Google Scholar
• Moutot , J.-M. and Bascoul , G. 2008 . Effects of sales force automation use on sales force activities and customer relationship management processes . Journal of Personal Selling & Sales Management , 28 ( 2 ) : 167 – 184 .
   Google Scholar
• Park , J.-E. and Holloway , B. B. 2003 . Adaptive selling behavior revisited: An empirical examination of learning orientation, sales performance, and job satisfaction . Journal of Personal Selling & Sales Management , 23 ( 3 ) : 239 – 251 .
   Google Scholar
• Park , J. E. , Kim , J. , Dubinsky , A. J. and Lee , H. 2010 . How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors . Industrial Marketing Management , 39 : 1128 – 1138 .
   Web of Science ®Google Scholar
• Parthasarathy , M. and Sohi , R. S. 1997 . Salesforce automation and the adoption of technological innovations by salespeople: Theory and implications . Journal of Business & Industrial Marketing , 12 ( 3/4 ) : 196 – 208 .
   Google Scholar
• Podsakoff , P. M. , MacKenzie , S. B. , Lee , J. Y. and Podsakoff , N. P. 2003 . Common method biases in behavioral research: A critical review of the literature and recommended remedies . Journal of Applied Psychology , 88 : 879 – 903 .
   PubMed Web of Science ®Google Scholar
• Rapp , A. , Agnihotri , R. and Forbes , L. P. 2008 . The sales force technology-performance chain: The role of adaptive selling and effort . Journal of Personal Selling & Sales Management , 28 ( 4 ) : 335 – 350 .
   Google Scholar
• Rivers , L. M. and Dart , J. 1999 . The acquisition and use of sales force automation by mid-sized manufacturers . Journal of Personal Selling & Sales Management , 19 ( 2 ) : 59 – 73 .
   Google Scholar
• Robinson , L. Jr. , Marshall , G. W. and Stamps , M. B. 2005 . Sales force use of technology: Antecedents to technology acceptance . Journal of Business Research , 58 : 1623 – 1631 .
   Web of Science ®Google Scholar
• Saxe , R. and Weitz , B. A. 1982 . The SOCO scale: A measure of the customer orientation of salespeople . Journal of Marketing Research , 19 ( 3 ) : 343 – 351 .
   Web of Science ®Google Scholar
• Schillewaert , N. , Ahearne , M. J. , Frambach , R. T. and Moenaert , R. K. 2005 . The adoption of information technology in the sales force . Industrial Marketing Management , 34 ( 4 ) : 323 – 336 .
   Web of Science ®Google Scholar
• Sellin , N. 1989 . Plspath version 3.01 application manual. , Hamburg , , Germany : Universität Hamburg .
   Google Scholar
• Sharma , A. , Iyer , G. R. and Evanschitzky , H. 2008 . Personal selling of high-technology products: The solution-selling imperative . Journal of Relationship Marketing , 7 ( 3 ) : 287 – 308 .
   Google Scholar
• Sheth , J. N. and Parvatiyar , A. 1995 . Relationship marketing in consumer markets: Antecedents and consequences . Journal of the Academy of Marketing Science , 23 ( 4 ) : 255 – 271 .
   Google Scholar
• Sheth , J. N. and Sharma , A. 2008 . The impact of the product to service shift in industrial markets and the evolution of the sales organization . Industrial Marketing Management , 37 ( 3 ) : 260 – 269 .
   Web of Science ®Google Scholar
• Speier , C. and Venkatesh , V. 2002 . The hidden minefields in the adoption of sales force automation technologies . Journal of Marketing , 66 ( 3 ) : 98 – 111 .
   Web of Science ®Google Scholar
• Stone , M. 1974 . Cross-validatory choice and assessment of statistical predictions . Journal of the Royal Statistical Society , 36 ( 2 ) : 111 – 147 .
   Google Scholar
• Sujan , H. , Sujan , M. and Bettman , J. R. 1988 . Knowledge structure differences between more effective and less effective salespeople . Journal of Marketing Research , 25 ( 1 ) : 81 – 86 .
   Web of Science ®Google Scholar
• Sujan , H. , Weitz , B. A. and Kumar , N. 1994 . Learning orientation, working smart, and effective selling . Journal of Marketing , 58 ( 3 ) : 39 – 52 .
   Web of Science ®Google Scholar
• Sundaram , S. , Schwarz , A. , Jones , E. and Chin , W. W. 2007 . Technology use on the front line: How information technology enhances individual performance . Journal of the Academy of Marketing Science , 35 ( 1 ) : 101 – 112 .
   Web of Science ®Google Scholar
• Venkatesh , V. and Davis , F. D. 2000 . A theoretical extension of the technology acceptance model: Four longitudinal field studies . Management Science , 46 ( 2 ) : 186 – 204 .
   Web of Science ®Google Scholar
• Zablah , A. R. , Franke , G. R. , Brown , T. J. and Bartholomew , D. E. 2012 . How and when does customer orientation influence frontline job outcomes? A meta-analytic evaluation . Journal of Marketing , 76 ( 3 ) : 21 – 40 .
   Web of Science ®Google Scholar
• Weitz , B. A. and Bradford , K. 1998 . Personal selling and sales management: A relationship marketing perspective . Journal of the Academy of Marketing Science , 27 ( 2 ) : 241 – 254 .
   Web of Science ®Google Scholar
• Weitz , B. A. , Sujan , H. and Sujan , M. 1986 . Knowledge, motivation, and adaptive behavior: A framework for improving selling effectiveness . Journal of Marketing , 50 ( 4 ) : 174 – 191 .
   Web of Science ®Google Scholar
• Wittmann , C. M. , Hunt , S. D. and Arnett , D. B. 2009 . Explaining alliance success: Competences, resources, relational factors, and resource-advantage theory . Industrial Marketing Management , 38 : 743 – 756 .
   Web of Science ®Google Scholar
• Wold , H. 1980 . “ Model construction and evaluation when theoretical knowledge is scarce: Theory and application of partial least squares ” . In Evaluation of econometric models , Edited by: Kmenta , J. and Ramsey , J. G. 47 – 74 . New York , NY : Academic Press .
   Google Scholar