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Sales Force Automation Usage and Performance
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Author(s): Jason Wai Chow Lee (Universiti Sains Malaysia, Malaysia), Osman Mohamad (Universiti Sains Malaysia, Malaysia), T. Ramayah (Universiti Sains Malaysia, Malaysia)and Joyce Ong Sheau Ching (Universiti Sains Malaysia, Malaysia)
Copyright: 2012
Pages: 18
Source title:
Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus
Source Author(s)/Editor(s): Ricardo Colomo-Palacios (Østfold University College, Norway), João Varajão (University of Trás-os-Montes e Alto Douro, Portugal)and Pedro Soto-Acosta (University of Murcia, Spain)
DOI: 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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