Do Technology-Based Sales Support Materials Make a Difference in Personal Selling? The Impact of Technology Usage by Gender in the Personal Selling Process

2020 ◽  
Vol 42 (3) ◽  
pp. 272-283
Author(s):  
Youngsu Lee ◽  
Timothy Heinze
Keyword(s):  
Technology Use ◽  
Personal Selling ◽  
Gender Effects ◽  
Customer Relationship ◽  
Hard Copy ◽  
Technology Usage ◽  
Front Line ◽  
Support Materials ◽  
Selling Process ◽  
The Impact

Technology usage is widespread across most fields of business. In sales, “back-end” technologies, such as customer relationship management or salesforce automation, offer a foundation for effective and efficient “front-line” interactions in the personal selling process (PSP). In many instances, “front-line” technology applications have replaced traditional, hard-copy sales support materials. However, do these technology-based sales support materials (TSSM) offer meaningful utility in the PSP? Using a randomized field experiment, the current study answers the question through examining the use of TSSM within the PSP and across genders. Results indicate that the use of TSSM offers utility during the presentation and objection-handling stages of the PSP. There are no gender effects associated with technology use. The study offers educators pedagogical recommendations regarding the use of TSSM within the PSP. The study also validates the PSP scale.

Determinants of Selling Effectiveness: The Importance of Declarative Knowledge to the Personal Selling Concept

1988 ◽  
Vol 52 (1) ◽  
pp. 64-77 ◽  
Author(s):  
David M. Szymanski
Keyword(s):  
Personal Selling ◽  
Declarative Knowledge ◽  
Future Research ◽  
Sales Managers ◽  
Customer Requirements ◽  
Sales Presentation ◽  
Selling Process ◽  
The Impact ◽  
Client Needs

To understand better the determinants of selling effectiveness, the author proposes a framework for investigating the impact of declarative knowledge on the salesperson's ability to identify customers' product- and selling-related needs. The ability to identify properly the total set of customer needs is viewed as critical to the correct classification of sales leads into selling categories at the prospecting, sales call, sales presentation, and sale closing stages of the selling process. Differences in classification accuracy are proposed as key to explaining variations in sales performance. The differences in accuracy are posited to result from (1) the attributes believed to identify customer requirements, (2) the quantitative levels associated with the attributes, and (3) the degree of emphasis given to attributes in ascertaining client needs. Implications for sales managers are discussed and suggestions for future research are presented.

The influence of sales force technology use on outcome performance

2015 ◽  
Vol 30 (6) ◽  
pp. 771-783 ◽  
Author(s):  
Sergio Román ◽  
Rocío Rodríguez
Keyword(s):  
Technology Use ◽  
Self Efficacy ◽  
Structural Equation ◽  
Personal Selling ◽  
Sales Force ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
Selling Process ◽  
Outcome Performance

Purpose – This paper aims to examine whether and how sales technology (ST) use helps salespeople perform better through the modification of their customer-qualification skills and customer-oriented selling behaviors. Also, the moderating role of salespeople’s technology self-efficacy is analyzed. Technological advancements have become an integral part of the personal selling process, yet the relationship between salesperson’s technology use and salesperson performance remains primarily unsubstantiated. Design/methodology/approach – Data are collected from a diverse sample of 265 salespeople across different industries. Hypotheses are tested with structural equation modeling. Findings – The results indicate that a salesperson’s customer-qualification skills and customer-oriented selling fully mediate the effect of technology use on outcome performance. In addition, salespeople high in technology self-efficacy seem to get the most out of their technology use. More specifically, the influence of technology use on customer-qualification skills and customer-oriented selling is stronger for salespeople with high rather than low self-efficacy. Interestingly, technology use only increases performance for salespeople with high self-efficacy. Originality/value – Prior evidence on the consequences of ST on performance is not conclusive. The study adds value to both managers and scholars providing new insights of the link between technology use and performance and its underlying mediating and moderating processes. Without an understanding of the ST-performance relationship, sales managers may increase ST costs but decrease potential returns.

Infants, Toddlers, and Technology in Early Childhood Settings

2021 ◽  
pp. 206-226
Author(s):  
Ross Glen Chandler Nunamaker ◽  
William Arthur Mosier
Keyword(s):  
Early Childhood ◽  
Technology Use ◽  
Early Childhood Teacher ◽  
Infants And Toddlers ◽  
Technology Usage ◽  
Violent Media ◽  
Early Childhood Professionals ◽  
Face Complex ◽  
The Impact ◽  
Early Childhood Settings

This chapter addresses how early childhood professionals can implement technology in early childhood settings with infants and toddlers. Early childhood educators face complex expectations to ensure children learn and develop optimally. Technology use with infants and toddlers in early childhood settings introduces additional intricacies and nuances. This chapter explores and assesses technology usage with infants and toddlers. The impact of violent media on infants and toddlers is explored. The use of applications in early childhood settings is discussed, including consideration of the COVID-19 pandemic and its impact on technology usage, along with research-based solutions and recommendations to using technology with infants and toddlers. Implications for early childhood teacher education and professional development are also summarized. Finally, future trends related to technology usage with infants and toddlers are discussed.

Designing a CRM Framework for online & offline sports footwear retailers

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Rodrigo Cueva ◽  
Guillem Rufian ◽  
Maria Gabriela Valdes
Keyword(s):  
Environmental Changes ◽  
Customer Relationship ◽  
Business Strategies ◽  
Economic Sectors ◽  
Running Shoes ◽  
Brick And Mortar ◽  
Key Factor ◽  
On Line ◽  
The Impact

The use of Customer Relationship Managers to foster customers loyalty has become one of the most common business strategies in the past years.  However, CRM solutions do not fill the abundance of happily ever-after relationships that business needs, and each client’s perception is different in the buying process.  Therefore, the experience must be precise, in order to extend the loyalty period of a customer as much as possible. One of the economic sectors in which CRM’s have improved this experience is retailing, where the personalized attention to the customer is a key factor.  However, brick and mortar experiences are not enough to be aware in how environmental changes could affect the industry trends in the long term.  A base unified theoretical framework must be taken into consideration, in order to develop an adaptable model for constructing or implementing CRMs into companies. Thanks to this approximation, the information is complemented, and the outcome will increment the quality in any Marketing/Sales initiative. The goal of this article is to explore the different factors grouped by three main domains within the impact of service quality, from a consumer’s perspective, in both on-line and off-line retailing sector.  Secondly, we plan to go a step further and extract base guidelines about previous analysis for designing CRM’s solutions focused on the loyalty of the customers for a specific retailing sector and its product: Sports Running Shoes.

scholarly journals Adoption of improved agricultural technology and its impact on household income: a propensity score matching estimation in eastern Ethiopia

2021 ◽  
Vol 10 (1) ◽  
Author(s):  
Muluken G. Wordofa ◽  
Jemal Y. Hassen ◽  
Getachew S. Endris ◽  
Chanyalew S. Aweke ◽  
Dereje K. Moges ◽  
...  
Keyword(s):  
Propensity Score ◽  
Propensity Score Matching ◽  
Technology Use ◽  
Household Income ◽  
Agricultural Technology ◽  
Primary Data ◽  
Farm Income ◽  
Agricultural Technologies ◽  
Eastern Ethiopia ◽  
The Impact

Abstract Background Adoption of improved agricultural technologies remains to be a promising strategy to achieve food security and poverty reduction in many developing countries. However, there are limited rigorous impact evaluations on the contributions of such technologies on household welfare. This paper investigates the impact of improved agricultural technology use on farm household income in eastern Ethiopia. Methods Primary data for the study was obtained from a random sample of 248 rural households, 119 of which are improved technology users and the rest are non-users. The research employed the Propensity Score Matching (PSM) procedure to establish the causal relationship between adoption of improved crop and livestock technologies and changes in farm income. Results Results from the econometric analysis show that households using improved agricultural technologies had, on average, 23,031.28 Birr (Birr is the official currency of Ethiopia. The exchange rate according to the National Bank of Ethiopia (NBE) was 1 USD = 27.6017 Birr on 04 October 2018.) higher annual farm income compared to those households not using such technologies. Our findings highlight the importance of promoting multiple and complementary agricultural technologies among rural smallholders. Conclusions We suggest that rural technology generation, dissemination and adoption interventions be strengthened. Moreover, the linkage among research, extension, universities and farmers needs to be enhanced through facilitating a multistakeholders innovation platforms.

scholarly journals Factors Influencing Attitudes Towards the Use of CRM’s Analytical Tools in Organizations

Organizacija ◽  
2016 ◽  
Vol 49 (1) ◽  
pp. 28-41 ◽  
Author(s):  
Urban Šebjan ◽  
Samo Bobek ◽  
Polona Tominc
Keyword(s):  
Positive Impact ◽  
Organizational Factors ◽  
Process Innovation ◽  
Customer Relationship ◽  
Process Technology ◽  
Business Partners ◽  
Innovation And Technology ◽  
New Ideas ◽  
Analytical Tools ◽  
The Impact

Abstract Background and Purpose: Information solutions for analytical customer relationship management CRM (aCRM IS) that include the use of analytical tools are becoming increasingly important, due organizations’ need for knowledge of their customers and the ability to manage big data. The objective of the research is, therefore, to determine how the organizations’ orientations (process, innovation, and technology) as critical organizational factors affect the attitude towards the use of the analytical tools of aCRM IS. Design/Methodology/Approach: To measure the orientation of the organization (process, innovation, and technology), we redesigned the existing scale, which was validated using exploratory factor analysis. In the next phase, we created a model by which we examined the impact of the organization’s stance in relation to the use of the analytical tools of aCRM IS, where we used multiple regression analysis. The model was verified on a sample of Slovenian Organizations (n=105), which use the analytical tools of aCRM IS for analyzing the data they have on their customers and business partners. Results: In the study we found that all critical factors of the organization, specifically process, technology, and innovation orientation, have a positive impact on the attitudes towards using the analytical tools of aCRM IS. Innovation orientation is particularly important and has the strongest influence on the attitude towards using the analytical tools of aCRM IS. We found that innovation orientation on new ideas, methods, and approaches has the strongest effect, followed by the impact of innovation orientation on acceptance of novelty. Conclusion: The more innovation-, technology-, and process-oriented organizations are, the more positive their attitude towards using the analytical tools of aCRM IS. The study is particularly important for organizations that are introducing an aCRM IS into their business system.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

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