IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-04159504.html
   My bibliography  Save this paper

Influence of sales support technologies on salesperson performance: A study of interpersonal and intrapersonal mediators
[Influence des technologies d’aide à la vente sur les performances du commercial : étude des médiateurs interpersonnels et intrapersonnels]

Author

Listed:
  • Romain Franck

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne, UJM - Université Jean Monnet - Saint-Étienne)

  • Maud Dampérat

    (UL2 - Université Lumière - Lyon 2, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

Abstract

This paper investigates the influence of the use of sales enablement technologies on the performance of the B2B salesperson, due to their growing importance and discussed effects. We examine the underlying mediating mechanisms between the use of sales enablement technologies and salesperson outcomes (i.e., job satisfaction and salesperson performance). Based on a sample of 196 B2B salespeople, our results validate the existence of a direct effect between the use of sales enablement technologies and the salesperson's performance, as well as the existence of indirect effects (1) via interpersonal mediators, i.e. successively adaptive selling behavior and relationship quality, and also (2) via intrapersonal mediators, i.e. successively role overload and the risk of salesperson burnout. The results also show the positive influence of job satisfaction on the salesperson's performance, and vice versa.

Suggested Citation

  • Romain Franck & Maud Dampérat, 2023. "Influence of sales support technologies on salesperson performance: A study of interpersonal and intrapersonal mediators [Influence des technologies d’aide à la vente sur les performances du commer," Post-Print halshs-04159504, HAL.
    • Handle: RePEc:hal:journl:halshs-04159504
    DOI: 10.1177/07673701221117602
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-04159504
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-04159504/document
    Download Restriction: no
    File URL: https://libkey.io/10.1177/07673701221117602?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    2. Gregory G. Dess & Richard B. Robinson, 1984. "Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit," Strategic Management Journal, Wiley Blackwell, vol. 5(3), pages 265-273, July.
    3. Douglas N. Behrman & William J. Bigoness & William D. Perreault, Jr., 1981. "Sources of Job Related Ambiguity and Their Consequences Upon Salespersons' Job Satisfaction and Performance," Management Science, INFORMS, vol. 27(11), pages 1246-1260, November.
    4. Wang, Guangping & Netemeyer, Richard G., 2004. "Salesperson creative performance: conceptualization, measurement, and nomological validity," Journal of Business Research, Elsevier, vol. 57(8), pages 805-812, August.
    5. Sharma, Subhash & Mukherjee, Soumen & Kumar, Ajith & Dillon, William R., 2005. "A simulation study to investigate the use of cutoff values for assessing model fit in covariance structure models," Journal of Business Research, Elsevier, vol. 58(7), pages 935-943, July.
    6. Francis Green, 2004. "Work Intensification, Discretion, and the Decline in Well-Being at Work," Eastern Economic Journal, Eastern Economic Association, vol. 30(4), pages 615-625, Fall.
    7. Rapp, Adam & Beitelspacher, Lauren Skinner & Schillewaert, Niels & Baker, Thomas L., 2012. "The differing effects of technology on inside vs. outside sales forces to facilitate enhanced customer orientation and interfunctional coordination," Journal of Business Research, Elsevier, vol. 65(7), pages 929-936.
    8. McQuitty, Shaun, 2004. "Statistical power and structural equation models in business research," Journal of Business Research, Elsevier, vol. 57(2), pages 175-183, February.
    9. Behrman, Douglas N. & Perreault, William Jr., 1982. "Measuring the performance of industrial salespersons," Journal of Business Research, Elsevier, vol. 10(3), pages 355-370, September.
    10. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
    11. Stephen R. Barley & Debra E. Meyerson & Stine Grodal, 2011. "E-mail as a Source and Symbol of Stress," Organization Science, INFORMS, vol. 22(4), pages 887-906, August.
    12. Agnihotri, Raj & Trainor, Kevin J. & Itani, Omar S. & Rodriguez, Michael, 2017. "Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India," Journal of Business Research, Elsevier, vol. 81(C), pages 144-154.
    13. Rayburn, Steven W. & Badrinarayanan, Vishag & Anderson, Sidney T. & Gupta, Aditya, 2021. "Continuous techno-training and business-to-business salesperson success: How boosting techno-efficacy enhances sales effort and performance," Journal of Business Research, Elsevier, vol. 133(C), pages 66-78.
    14. John Hulland & Hans Baumgartner & Keith Marion Smith, 2018. "Marketing survey research best practices: evidence and recommendations from a review of JAMS articles," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 92-108, January.
    15. Cirillo, Valeria & Evangelista, Rinaldo & Guarascio, Dario & Sostero, Matteo, 2021. "Digitalization, routineness and employment: An exploration on Italian task-based data," Research Policy, Elsevier, vol. 50(7).
    16. Martha S. Feldman, 2000. "Organizational Routines as a Source of Continuous Change," Organization Science, INFORMS, vol. 11(6), pages 611-629, December.
    17. Othman Boujena, 2009. "The benefits of sales force automation : A customer's perspective," Post-Print hal-00565468, HAL.
    18. Weihui Fu & Satish Deshpande, 2014. "The Impact of Caring Climate, Job Satisfaction, and Organizational Commitment on Job Performance of Employees in a China’s Insurance Company," Journal of Business Ethics, Springer, vol. 124(2), pages 339-349, October.
    19. Fujimoto, Yuka & Ferdous, Ahmed Shahriar & Sekiguchi, Tomoki & Sugianto, Ly-Fie, 2016. "The effect of mobile technology usage on work engagement and emotional exhaustion in Japan," Journal of Business Research, Elsevier, vol. 69(9), pages 3315-3323.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hunter, Gary K., 2019. "On conceptualizing, measuring, and managing augmented technology use in business-to-business sales contexts," Journal of Business Research, Elsevier, vol. 105(C), pages 201-213.
    2. Lussier, Bruno & Philp, Matthew & Hartmann, Nathaniel N. & Wieland, Heiko, 2021. "Social anxiety and salesperson performance: The roles of mindful acceptance and perceived sales manager support," Journal of Business Research, Elsevier, vol. 124(C), pages 112-125.
    3. Shanshan Zhang & Fengchun Huang & Yuting Zhang & Qiwen Li, 2023. "A Person-Environment Fit Model to Explain Information and Communication Technologies-Enabled After-Hours Work-Related Interruptions in China," IJERPH, MDPI, vol. 20(4), pages 1-16, February.
    4. Groza, Mark D. & Locander, David A. & Howlett, Charles H., 2016. "Linking thinking styles to sales performance: The importance of creativity and subjective knowledge," Journal of Business Research, Elsevier, vol. 69(10), pages 4185-4193.
    5. Bruno Lussier & Nathaniel N. Hartmann & Willy Bolander, 2021. "Curbing the Undesirable Effects of Emotional Exhaustion on Ethical Behaviors and Performance: A Salesperson–Manager Dyadic Approach," Journal of Business Ethics, Springer, vol. 169(4), pages 747-766, April.
    6. Wang, Guangping & Miao, C. Fred, 2015. "Effects of sales force market orientation on creativity, innovation implementation, and sales performance," Journal of Business Research, Elsevier, vol. 68(11), pages 2374-2382.
    7. Peasley, Michael C. & Hochstein, Bryan & Britton, Benjamin P. & Srivastava, Rajesh V. & Stewart, Geoffrey T., 2020. "Can’t leave it at home? The effects of personal stress on burnout and salesperson performance," Journal of Business Research, Elsevier, vol. 117(C), pages 58-70.
    8. Edwards, John & Miles, Morgan P. & D'Alessandro, Steven & Frost, Mark, 2022. "Linking B2B sales performance to entrepreneurial self-efficacy, entrepreneurial selling actions," Journal of Business Research, Elsevier, vol. 142(C), pages 585-593.
    9. Willy Bolander & Nawar N. Chaker & Alec Pappas & Daniel R. Bradbury, 2021. "Operationalizing salesperson performance with secondary data: aligning practice, scholarship, and theory," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 462-481, May.
    10. Edwards, John & Miles, Morgan P. & D'Alessandro, Steven & Frost, Mark, 2023. "Entrepreneurial strategy-making, corporate entrepreneurship preparedness and entrepreneurial sales actions: Improving B2B sales performance," Journal of Business Research, Elsevier, vol. 157(C).
    11. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "AI and digitalization in relationship management: Impact of adopting AI-embedded CRM system," Journal of Business Research, Elsevier, vol. 150(C), pages 437-450.
    12. Hoque, Mohammad Tayeenul & Nath, Prithwiraj & Ahammad, Mohammad Faisal & Tzokas, Nikolaos & Yip, Nick, 2022. "Constituents of dynamic marketing capability: Strategic fit and heterogeneity in export performance," Journal of Business Research, Elsevier, vol. 144(C), pages 1007-1023.
    13. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    14. Xing Zhang & Micha Kaiser & Peng Nie & Alfonso Sousa-Poza, 2019. "Why are Chinese workers so unhappy? A comparative cross-national analysis of job satisfaction, job expectations, and job attributes," PLOS ONE, Public Library of Science, vol. 14(9), pages 1-16, September.
    15. Locander, David A. & Darrat, Mahmoud A. & Babin, Barry J., 2023. "Examining the impact of salesperson orientation on creative selling, passive deviance, and organizational outcomes," Journal of Business Research, Elsevier, vol. 154(C).
    16. Thomas Schaefer & Thomas Guenther, 2016. "Exploring strategic planning outcomes: the influential role of top versus middle management participation," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 27(2), pages 205-249, May.
    17. Rayburn, Steven W. & Badrinarayanan, Vishag & Anderson, Sidney T. & Gupta, Aditya, 2021. "Continuous techno-training and business-to-business salesperson success: How boosting techno-efficacy enhances sales effort and performance," Journal of Business Research, Elsevier, vol. 133(C), pages 66-78.
    18. Locander, David A. & Locander, Jennifer A. & Weinberg, Frankie J., 2020. "How salesperson traits and intuitive judgments influence adaptive selling: A sensemaking perspective," Journal of Business Research, Elsevier, vol. 118(C), pages 452-462.
    19. Andreas Falke & Nadine Schröder & Herbert Endres, 2020. "A first fit index on estimation accuracy in structural equation models," Journal of Business Economics, Springer, vol. 90(2), pages 277-302, March.
    20. Filipe Coelho & Carlos Sousa, 2011. "From Goal Orientations to Employee Creativity and Performance: Evidence from Frontline Service Employees," GEMF Working Papers 2011-08, GEMF, Faculty of Economics, University of Coimbra.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-04159504. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.