There has been little research on how market disruptions affect customer–brand relationships and how brand loyalty may be sustained when disruptions occur. Drawing from social identity theory and the brand loyalty literature, the authors propose a conceptual framework to examine these...

The purpose of this article is to explain why salespeople adopt information technology. The results from a cross-sectional study of 229 salespeople indicate that putting sales technology to use strongly depends on salespeople’s perceptions about the technology enhancing their performance,...

This longitudinal research examines the impact of individual differences, organizational factors, and contextual influences on intention to adopt and adoption of sales force automation (SFA) technology, and the corresponding effect of adoption on sales performance. Data were collected prior to...

This study seeks to answer the following question: Can sales representatives enhance their performance through their acceptance of information technology (IT) tools? Using data collected from two companies, we show that despite uncertain results and the frequent resistance among salespeople to...

This research focuses on the impact that salesperson knowledge and empowering leader behaviors have on salesperson working smarter and working harder behaviors. In turn, we examine the impact of working harder and smarter on customer service, customer satisfaction, and ultimately, on sales...

Sales force performance is predominant in the B2B marketing literature. This chapter reviews how sales force performance has been defined, operationalized and measured. By providing a typology of sales force performance along two dimensions - namely positive versus negative performance and...