Wright, George, Fletcher, Keith, Donaldson, Bill and Lee, Jong-Ho (2008) Sales force automation systems : an analysis of factors underpinning the sophistication of deployed systems in the UK financial services industry. Industrial Marketing Management, 37 (8). pp. 992-1004. doi:10.1016/j.indmarman.2007.08.005 ISSN 0019-8501.

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Abstract

This study investigates organizational and strategic context variables that are linked to the sophistication of sales force automation systems in UK financial services firms. We find that increasing sophistication in SFA deployment, evaluated as a count of the number of types of results of sales campaigns that are measured, is driven directly by the information orientation of the host firm. We also find that the “sophistication” of deployed systems is, in fact, limited — the information held on the systems cannot underpin the strategic goals of the sales/marketing managers. We theorise that adoption of SFA systems is driven by managerial imperatives and that these have resulted in sales force resistance — shown by the paucity of information held on adopted SFA systems.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Divisions:	Faculty of Social Sciences > Warwick Business School > Operational Research & Management Sciences Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Industrial Marketing Management
Publisher:	Elsevier Inc.
ISSN:	0019-8501
Official Date:	November 2008
Dates:	Date Event November 2008 Published
Volume:	37
Number:	8
Page Range:	pp. 992-1004
DOI:	10.1016/j.indmarman.2007.08.005
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access

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