Is ICT good for employees? An analysis of its effects on sales agents’ perceptions of service cannibalization

Díaz, Estrella; Martín‐Consuegra, David; Talaya, Águeda Esteban

doi:10.1016/j.chb.2015.05.012

Cited by 7 publications

(3 citation statements)

References 59 publications

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“…Despite limited research on the effects of cannibalization from internet sales on sales agents, several studies suggest that internet disintermediation changes the purchasing landscape for target customers, questioning the certainty of sales agents' futures (Diaz et al, 2015;Sharma et al, 2010). Thus, the most important consequence for offline organizations is the psychological effect that the perception of service cannibalization has on sales agents who are working in offline organizations (Geyskens et al, 2002).…”

Section: Literature Review and Theoretical Basismentioning

confidence: 99%

Sales agents vs the internet

2017

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Purpose -The purpose of this paper is to analyze perceptions of service cannibalization from sales agents when faced with increased online sales, and their consequences on the employee. The authors assess the effect of service cannibalization perceptions on insecurity, satisfaction, alienation, sales agents' effort. The study also examines relationships between effects on sales agents' service sabotage during service delivery. Design/methodology/approach -Data were collected from 497 travel agency sales agents, and structural equation modeling was used to examine hypothesized relationships. Findings -The results suggest that sales agents' perceptions of service cannibalization influence employees, and have repercussions regarding service sabotage. Research limitations/implications -Mediators were not tested, and the model does not capture the phenomenon's complexity. This study reinforces the importance of capturing sales agents' perceptions from travel agency managers in reducing negative consequences on employees, which is particularly important given multichannel marketing when online marketing channels coexist with traditional sales forces. Practical implications -This study offers insights to firms regarding perceived cannibalization and its consequences on sales agents' motivation. Organizations should find ways to minimize insecurity, dissatisfaction, and alienation. Originality/value -This study examines psychological influences of the addition of an internet channel on sales agents' job-related outcomes, and its relationship with sales agents' service sabotage during service delivery.

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Section: Literature Review and Theoretical Basismentioning

confidence: 99%

Sales agents vs the internet

2017

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“…Past research has been impressive in examining and bringing to the fore the role of ICTs on employee and organization productivity and performance [1,7,8]. Indeed, ICT has been reported to have positive influences on organizational development [2,9], innovation [10], operational performance [11], competitiveness [12], employment [8], sales force activities [13], and the enterprise information system [14]. Likewise, ICT adoption offers a broad range of opportunities for developing attention from international tourists, which have significantly boosted the tourism and hospitality industry in the country [6].…”

Section: Introductionmentioning

confidence: 99%

Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

Anser

Yousaf²,

Usman

et al. 2020

Sustainability

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Purpose: This study aims to present a strategic business performance (SBP) model for firms operating in the hospitality industry by providing them guidance on how to use information and communication technologies (ICTs) and e-marketing to attain strategic performance. This paper also explores the moderating role of organizational readiness in the relationship between ICT and e-marketing. Methodology: Data were collected from the top, middle, and operational managers in 4-star and 5-star hotels. To test the mediating role of e-marketing in the relationship between ICT and SBP, Preacher and Hayes’s (2008) approach was used along with the bootstrap method. Regression analysis was carried out to examine the moderating role of organizational readiness. Findings: ICTs provide opportunities to execute e-marketing activities for achieving competitiveness. The empirical findings proved that the use of ICTs provides a basis for establishing a successful e-marketing mechanism that helps hotels to achieve SBP. Furthermore, ICTs’ influence on e-marketing is strengthened by organizational readiness. Originality/value: This paper adds to previous literature on ICTs, SBP, and e-marketing by examining the role of e-marketing and ICTs in positively contributing to the hotels’ SBP, which is a broader measure of firms’ business performance, as compared to the traditional financial or operational measures of a firm’s performance. Since previous studies on the links between ICTs, e-marketing, and firm performance are based on conventional measures of firm performance, this study offers new insights into the nexus of ICTs, e-marketing, and firm performance.

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“…In this regard, many advantages of ICT adoption have been pointed out, such as cost reductions, improved customer satisfaction, increased market share, improved performance among employees, greater operating efficiency and the achievement of competitive advantages (Huo et al , 2015). In contrast, some authors point out that technology can hinder the development of relationships because the emotional link created in face-to-face interactions with employees is reduced (Díaz et al , 2015). Despite these stances, the use of ICT for managing the marketing channel has aroused academic and business interest (Breidbach and Maglio, 2016; Hua, 2016).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

Exploring relationship variables and Information and Communication Technologies use in industrial segmentation

Blasco

Velázquez

Saura

2017

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Purpose In tourism, the adoption of Information and Communication Technologies (hereinafter ICT) and variables concerning firms’ links with suppliers have been recognized as key determinants to improve companies’ competitiveness. From the perspective of efficient management of company resources, segmentation has become a key tool and is particularly significant and current in the business-to-business context. The purpose of this paper is to study the segmentation of firms in the tourist industry according to perceived ICT use and relationship value and benefits. In addition, from the management approach, the authors seek to describe the segments that enable the development of differentiated strategies aimed at consolidating relationship benefits in the long term. Design/methodology/approach Using a sample of 310 travel agencies who evaluated the relationship with their main supplier, the authors attempt to examine the utility of these variables as segmentation criteria for identifying heterogeneous groups. Findings The estimation of a finite mixture model suggests that these bases are able to discriminate firms into four latent segments with different levels of ICT use and relationship variables. Research limitations/implications This research contributes to the understanding of the role that ICT and relationship variables have in the segmentation processes of tourism companies. Literature on segmentation in the business-to-business (B2B) context is limited and it is hard to find studies which apply latent methodology using behavioral criteria related to the use of ICT and relationship variables. Practical implications Segmentation of the tourism organizational market based on valuations of supplier relations and ICT use can help suppliers to design or adapt differentiation marketing strategies. Since agencies place the most value on confidence and value, tourism service suppliers should focus their efforts on improving the elements of service provision that increase perceived trust/confidence and value (i.e. growing the number of contacts, proximity to customers or sincerity, etc.). If agencies feel they can rely more on their providers, they will value their relationship more positively thereby favoring its long-term continuity. Originality/value The novelty in this work lies in the application of latent segmentation methodology and the simultaneous use of bases associated with ICT and relationship variables in B2B tourism.

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Is ICT good for employees? An analysis of its effects on sales agents’ perceptions of service cannibalization

Cited by 7 publications

References 59 publications

Sales agents vs the internet

Sales agents vs the internet

Towards Strategic Business Performance of the Hospitality Sector: Nexus of ICT, E-Marketing and Organizational Readiness

Exploring relationship variables and Information and Communication Technologies use in industrial segmentation

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