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dc.contributor.authorAhearne, Michael
dc.contributor.authorJones, Eli
dc.contributor.authorRapp, Tammy
dc.contributor.authorMathieu, John
dc.date.accessioned2017-12-02T14:32:34Z
dc.date.available2017-12-02T14:32:34Z
dc.date.issued2008
dc.identifier.issn1526-5501
dc.identifier.doi10.1287/mnsc.1070.0783
dc.identifier.urihttp://hdl.handle.net/20.500.12127/3096
dc.description.abstractSales 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.
dc.language.isoen
dc.titleHigh touch through high tech: the impact of salesperson technology usage on customer satisfaction and sales performance
dc.identifier.journalManagement Science
dc.source.volume54
dc.source.issue4
dc.source.beginpage671
dc.source.endpage685
dc.identifier.eissn1526-5501
vlerick.knowledgedomainMarketing & Sales
vlerick.typearticleJournal article
vlerick.vlerickdepartmentMKT
dc.identifier.vperid62931
dc.identifier.vperid70223
dc.identifier.vperid140915
dc.identifier.vperid141039
dc.identifier.vpubid3533


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