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The Hidden Minefields in the Adoption of Sales Force Automation Technologies
Sales force automation technologies are increasingly used to support customer relationship management strategies; however, commentary in the practitioner press suggest high failure rates. A study uses identity theory as a lens to better understand salesperson perceptions associated with technology rejection. Survey data were collected from 454 salespeople across 2 firms that had implemented sales force automation tools. The results indicate that immediately after training, salespeople had positive perceptions of the technology. However, 6 months after implementation, the technology had been widely rejected, and salesperson absenteeism and voluntary turnover had significantly increased. There were also significant decrease in perceptions of organizational commitment, job satisfaction, person-organization fit, and person-job fit across both firms. Finally, salespeople with stronger professional commitment indicated more negative job-related perceptions as experience with the technology increased. Printed Journal
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| JM6603 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Chicago, IL: American Marketing Association 2002 |
|---|---|
| Edisi | Vol. 66, No. 3, Jul., 2002 |
| Subjek | Customer relations Organizational behavior Statistical analysis Sales management Perceptions Customer relationship management Salespeople studies Salesforce automation |
| ISBN/ISSN | 0022-2429 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 14 p. |
| Info Detail Spesifik | Journal of Marketing |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |