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Customer Relationship Management: Finding Value Drivers

Customer Relationship Management: Finding Value Drivers

by Dr. Eli Jones | Mar 15, 2012 | Published Research

Despite significant interest from both academicians and practitioners, customer relationship management (CRM) remains a huge investment with little measured payback. Intuition suggests that increased management of customer relationships should improve business...
The Attenuating Effect Of Role Overload On Relationships Linking Self-efficacy And Goal Level To Work Performance

The Attenuating Effect Of Role Overload On Relationships Linking Self-efficacy And Goal Level To Work Performance

by Dr. Eli Jones | Mar 15, 2012 | Published Research

The reported research examines the moderating effects of role overload on the antecedents and consequences of self-efficacy and personal goal level in a longitudinal study conducted in an industrial selling context. The results indicate that role overload moderates...
Firm Market Orientation And Salesperson Customer Orientation

Firm Market Orientation And Salesperson Customer Orientation

by Dr. Eli Jones | Mar 15, 2012 | Published Research

Interpersonal And Intrapersonal Influences On Customer Service And Retention In Business-to-business Buyer–seller Relationships Eli Jones, Paul Busch, Peter Dacin The authors examine the influence of a firm’s market orientation and salesperson customer orientation on...
Technology Use On The Front Line: How Information Technology Enhances Individual Performance

Technology Use On The Front Line: How Information Technology Enhances Individual Performance

by Dr. Eli Jones | Mar 15, 2012 | Published Research

This study explores and tests a new model that links different types of technology usage to individual-level outcomes. The primary objective of this study is to examine the effects of efficient use (routinization) and effective use (infusion) along with the...
Examining The Effect Of Salesperson Service Behavior In A Competitive Context

Examining The Effect Of Salesperson Service Behavior In A Competitive Context

by Dr. Eli Jones | Mar 15, 2012 | Published Research

Michael Ahearne & Ronald Jelinek & Eli Jones While few scholars debate the importance of doing things to improve the quality of the buyer–seller relationship, little is known about what salespeople can do after the point of the initial sale to enhance customer...

The Need for Speed: Agility Selling

by Dr. Larry Chonko | Feb 20, 2012 | Community, Published Research

In turbulent business times, organizations have sought to become more agile. Organizational agility has been asserted to require workforce agility, but thus far, little focus has been given to workers. Traditionally, salespeople have sought ways to differentiate...
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