Crm/Social Media Technology: Impact on Customer Orientation Process and Organizational Sales Performance

Rodríguez, Michael; Peterson, Robert M.; Ajjan, Haya

doi:10.1007/978-3-319-10951-0_233

Cited by 73 publications

(77 citation statements)

References 9 publications

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“…Customer-orientation has been found to be associated with ethics training and perceived industry ethicality (Honeycutt et al 1995) along with a reduction in unethical sales behaviors (Howe et al 1994;Li and Murphy 2012). Further, and of importance, organizations that emphasize a customer-orientation outperform those that emphasize a sales-orientation (Gray et al 2002;Jaworski and Kohli 1993;Narver and Slater 1990;Rodriguez et al 2014;Yilmaz et al 2005).…”

Section: Customer-oriented Interventionmentioning

confidence: 92%

Managing New Salespeople’s Ethical Behaviors during Repetitive Failures: When Trying to Help Actually Hurts

et al. 2015

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Despite acknowledgment that performance failure among new salespeople is a prevalent issue for organizations, researchers do not fully understand the consequences of repetitive periods of failure on new salespeople's unethical selling behaviors. Further, little is known about how a sales force's reward structure and managerial attempts to intervene following failure affect new salespeople's behavior. Combining an experiment with longitudinal growth models, we show that repetitive periods of failure increase unethical behaviors, and interventions intended to remind the salesperson to behave in the customer's best interests attenuate this effect under a non-contingent reward structure. However, counter to managerial assumptions, under a contingent reward structure these customer-oriented interventions actually backfire by amplifying the original relationship between repetitive failure and unethical behaviors. The results have potentially important managerial implications for those who manage new salespeople learning how to sell or during other failure-prone periods.

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Section: Customer-oriented Interventionmentioning

confidence: 92%

Managing New Salespeople’s Ethical Behaviors during Repetitive Failures: When Trying to Help Actually Hurts

et al. 2015

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“…Hsu (2014) Nakata (2007) dalam penelitian melihat bahwa orientasi pelanggan yang dilakukan perusahaan akan berjalan dengan baik apabila difasilitasi dengan kapabilitas TI yang dimilikinya. Rodriguez et al,(2014) mengemukakan hasil penelitiannya yang dilakukan pada berbagai jenis industri menunjukkan bahwa teknologi informasi yang digunakan dalam bentuk teknologi media massa maupun sistem customer relationship management (CRM) mampu mempengaruhi kegiatan orientasi pelanggan yang dilakukan perusahaan. Kapabilitas teknologi yang baik pada suatu perusahaan akan membantu perusahaan dalam memahami pelanggan, meningkatkan rasa percaya diri perusahaan dalam beradaptasi menghadapi perubahan kebutuhan pelanggan, mengukur kepuasan pelanggan dan mengharmoniskan aktivitas penjualan dan pemasaran perusahaan dengan pemenuhan kebutuhan pelanggan.…”

Section: Pengembangan Hipotesis Pengaruh Kapabilitas Teknologi Informunclassified

“…Penelitian Rodriguez et al,(2014) menunjukkan adanya pengaruh signifikan antara kapabilitas teknologi informasi dan orientasi pelanggan. Customer oriented technology dan sosial media akan memiliki dampak yang sangat baik pada proses orientasi pelanggan.…”

Section: Kapabilitas Teknologi Informasi Terhadap Orientasi Pelangganunclassified

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Analisis Kapabilitas Teknologi Informasi Terhadap Kinerja Bisnis Ukm Dengan Orientasi Pelanggan Sebagai Variabel Intervening (Studi pada UKM Sektor Manufaktur di Wilayah Solo Raya)

Sidiq¹,

Astutik²

2017

mem

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AbstakPenelitian ini menguji pengaruh kapabilitas teknologi informasi terhadap kinerja bisnis UKM dengan orientasi pelanggan berperan sebagai mediasi dari hubungan keduanya. Kinerja bisnis UKM yang baik akan memperkuat eksistensi UKM dalam pasar domestik dan meningkatkan kemampuan bersaing secara imbang dalam pasar internasional. Populasi penelitian ini adalah UKM sektor manufaktur di wilayah Solo Raya sebanyak 505 perusahaan dengan sampel 120 UKM. Teknik sampling yang digunakan adalah probability sampling dengan data primer yang bersumber dari pemilik UKM yang mengetahui kondisi penggunaan teknologi informasi dan orientasi pelanggan dalam perusahaan. Metode yang digunakan untuk menganalisa data adalah model persamaan struktural (SEM) dengan bantuan Partial Least Square (PLS). Hasil analisis data menunjukkan kinerja bisnis dapat dijelaskan oleh kapabilitas tehnologi informasi dan orientasi pelanggan sebesar 54%. Hasil pengujian hipotesis menunjukkan kapabilitas teknologi informasi berpengaruh positif pada orientasi pelanggan dan kinerja bisnis. Selain itu orientasi pelanggan berpengaruh pada kinerja. Adapun orientasi pelanggan dapat berperan sebagai mediasi dalam hubungan antara kapabilitas teknologi informasi dan kinerja bisnis.

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“…Rodriguez, Peterson, and Ajjan (2015) indicated that the emergence of Customer Relationship Management and the change in enterprises' marketing had customization become important in the fierce competition. Hutter, Hautz, Dennhardt, and Füller (2013) argued that customer value analysis was the key preparation for effectively setting up the customized marketing program and reducing the waste of marketing budget.…”

Section: H1mentioning

confidence: 99%

Empirical Study of the Affecting Statistical Education on Customer Relationship Management and Customer Value in Hi-tech Industry

Tsou

Huang

2018

EURASIA J MATH SCI T

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Customer resources is getting important when global economic competitiveness becomes serious as well as foreign advanced technology and talents flow more rapidly and become the development mainstream of Customer Relationship Management. Successful statistics education could integrate customer resources and Customer Relationship Management as well as enhance customer acquisition and create profits for higher return on investment. Besides, providing correct product information for suitable customers at proper time could reinforce customer relationship. Aiming at supervisors and employees in high-tech manufacturers in Hsinchu Science Park, total 500 copies of questionnaire are randomly distributed, and 388 valid copies are retrieved, with the retrieval rate 78%. The research results conclude significant correlations between 1.statistics education and Customer Relationship Management, 2.Customer Relationship Management and customer value, and 3.statistics education and customer value. According to the results, suggestions are proposed, expecting to have domestic high-tech manufacturers keep long-term relationship with customers through Customer Relationship Management to further enhance customer value and create the market competitiveness.

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Crm/Social Media Technology: Impact on Customer Orientation Process and Organizational Sales Performance

Cited by 73 publications

References 9 publications

Managing New Salespeople’s Ethical Behaviors during Repetitive Failures: When Trying to Help Actually Hurts

Managing New Salespeople’s Ethical Behaviors during Repetitive Failures: When Trying to Help Actually Hurts

Analisis Kapabilitas Teknologi Informasi Terhadap Kinerja Bisnis Ukm Dengan Orientasi Pelanggan Sebagai Variabel Intervening (Studi pada UKM Sektor Manufaktur di Wilayah Solo Raya)

Empirical Study of the Affecting Statistical Education on Customer Relationship Management and Customer Value in Hi-tech Industry

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