The Sales Force Technology–Performance Chain: The Role of Adaptive Selling and Effort

Rapp, Adam; Agnihotri, Raj; Forbes, Lindsay

doi:10.2753/pss0885-3134280401

Cited by 145 publications

(75 citation statements)

References 54 publications

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“…Rapp et al (2008) 662 health-care salespeople and 60 sales managers four items from ADAPTS CRM usage positively influences adaptive selling Adaptive selling positively influences sales performance.…”

Section: -Item Adapts Scale (Unidimensional)mentioning

confidence: 94%

“…Many studies focus on the characteristics of the salespeople, such as ability and motivation-that is, can and will salespeople perform well (e.g., Boorom et al 1998;Jaramillo et al 2007; Levy and Sharma 1994;Park and Holloway 2003;Spiro and Weitz 1990;Sujan et al 1994;Verbeke et al 2004). Other studies examine characteristics of the firm, such as its sales management policies (e.g., Grant and Cravens 1996;Piercy et al 1998;Rapp et al 2006;Rapp et al 2008). …”

mentioning

confidence: 98%

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Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers

Román

Iacobucci

2009

J. of the Acad. Mark. Sci.

238

212

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Personal selling is thought to be a very effective marketing vehicle. The notion of adaptive selling suggests that it should work better than any other means of communication because salespeople are able to develop a unique message for each customer. This research proposes a model of key antecedents and consequences of adaptive selling. In particular, we distinguish, measure, and model the attitudinal and behavioral aspects of adaptive selling, something that is encouraged but not thoroughly examined in the literature. Hypotheses are tested using data from 210 salesperson-customer dyads. The results indicate that a salesperson's perception of the firm's customer orientation has an effect on adaptive selling behavior through the salesperson's adaptive selling confidence, role ambiguity, intrinsic motivation and customer-qualification skills. Adaptive selling behavior increases salesperson's outcome performance, customers' evaluations of satisfaction with the product and with the salesperson, which enhance customers' anticipation of future interactions with the salesperson. The implications for management and theory are discussed.

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Section: -Item Adapts Scale (Unidimensional)mentioning

confidence: 94%

mentioning

confidence: 98%

Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers

Román

Iacobucci

2009

J. of the Acad. Mark. Sci.

238

212

View full text Add to dashboard Cite

show abstract

“…Nonetheless, firms struggle with the implementation of sales force technology (Rapp, Agnihotri, and Forbes 2008). New forms of technology advance salesperson-customer interaction, sales performance monitoring and market sensing (Tanner and Shipp 2005).…”

Section: Understands the Importance Of New Technologymentioning

confidence: 99%

“…CRM is a powerful tool that enhances salespersoncustomer relationships by providing the salesperson with the information necessary to effectively serve the customer (Avlonitis and Panagopoulos 2005;Rapp, Agnihotri, and Forbes 2008). CRM assists salespersons in retaining clients and acquiring customers' loyalty (Richard, Thirkell, and Huff 2007).…”

Section: Implements Crm Processesmentioning

confidence: 99%

An assessment of needed sales management skills

Powers

Jennings

DeCarlo

2014

Journal of Personal Selling & Sales Management

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“…The study also opens some new perspectives to recent conversation openers on salesperson technology usage and sales performance (Ahearne et al 2008;Rapp et al 2008). The involvement of computer processing power and the ability to optimize is likely to sharpen the theoretical focus in adaptive selling to the division of labor.…”

Section: Limitations and Future Workmentioning

confidence: 99%

Dynamically Adapting Sales Influence Tactics in E-Commerce

Kaptein¹,

Parvinen²

2015

Developments in Marketing Science: Proceedings of the Academy of Marketing Science

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Salesmen have a set of sales influence tactics (SITs) at their disposal when approaching customers in a face-to-face setting. This paper argues that in order to transform e-commerce into e-selling, SITs need be able to be adapted to individual customers rather than the average customer. Next, via a field experiment, we show that the revenue of an e-commerce platform can be increased by dynamically adapting SITs to individual customer responses. We explain how sales professionals can modifY their e-commerce platfmms to implement the same personalization they use in face-to-face selling.

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The Sales Force Technology–Performance Chain: The Role of Adaptive Selling and Effort

Cited by 145 publications

References 54 publications

Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers

Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers

An assessment of needed sales management skills

Dynamically Adapting Sales Influence Tactics in E-Commerce

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