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Sales Force Automation Usage and Performance

Sales Force Automation Usage and Performance

Jason Wai Chow Lee, Osman Mohamad, T. Ramayah, Joyce Ong Sheau Ching
Copyright: © 2012 |Pages: 18
ISBN13: 9781613500446|ISBN10: 1613500440|EISBN13: 9781613500453
DOI: 10.4018/978-1-61350-044-6.ch011
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MLA

Lee, Jason Wai Chow, et al. "Sales Force Automation Usage and Performance." Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus, edited by Ricardo Colomo-Palacios, et al., IGI Global, 2012, pp. 171-188. https://doi.org/10.4018/978-1-61350-044-6.ch011

APA

Lee, J. W., Mohamad, O., Ramayah, T., & Ching, J. O. (2012). Sales Force Automation Usage and Performance. In R. Colomo-Palacios, J. Varajão, & P. Soto-Acosta (Eds.), Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus (pp. 171-188). IGI Global. https://doi.org/10.4018/978-1-61350-044-6.ch011

Chicago

Lee, Jason Wai Chow, et al. "Sales Force Automation Usage and Performance." In Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus, edited by Ricardo Colomo-Palacios, João Varajão, and Pedro Soto-Acosta, 171-188. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-044-6.ch011

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Abstract

This chapter examines the relationships between SFA usage and sales performance among IT salesforce by adopting the technology adoption model (TAM). Data was collected from 150 IT sales persons in a questionnaire survey to examine the relationships between SFA usage (organizing, route plan, presenting and reporting, informing, support, processing and record keeping) and salesperson performance (efficiency, administrative efficiency, control and communication efficiency). Findings from multiple regression analyses indicate that route plan, organizing, presenting, reporting and processing have significant relationships with salesperson performance. The study suggests strongly the significant role of appropriate SFA usage in enhancing the performance of sales personnel in the IT industry. Implications and suggestions for future research on SFA are also presented.

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