Strategic and organisational determinants of sophistication in deployed sales force automation systems within three industry sectors in the UK

W.G. Donaldson, J-H. Lee, George Wright

    Research output: Contribution to journalArticle

    2 Citations (Scopus)

    Abstract

    This paper investigates strategic and organisational context determinants of the sophistication of adopted sales force automation (SFA) systems in three UK industries: financial services, pharmaceuticals, and building/construction. Sophistication of adopted systems is associated with the organisation placing greater emphasis on information orientation, which is itself driven by an increased integration of IT and sales coupled with increased organisational slack. Increased integration of IT and sales is itself driven by increased strategic importance of sales coupled with increased use of internal communication networks. Importantly, a firm's marketing orientation, although also driven by the strategic importance of sales, has no impact on either information orientation or SFA sophistication. We discuss the implications of our findings to aid understanding of SFA implementation failure.
    Original languageEnglish
    Pages (from-to)1305-1330
    Number of pages16
    JournalJournal of Marketing Management
    Volume28
    Issue number11-12
    Early online date11 Oct 2012
    DOIs
    Publication statusPublished - 2012

    Keywords

    • sales force automation
    • sophistication of SFA systems
    • system implementation

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