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Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India

Raj Agnihotri, Kevin J. Trainor, Omar Itani and Michael Rodriguez

Journal of Business Research, 2017, vol. 81, issue C, 144-154

Abstract: Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced through tools such as sales-based customer relationship management (CRM) technology and social media. Using dyadic salesperson-customer data within a business-to-business context, this study analyzes the direct effects of sales-based CRM technology on the behaviors of diligence, information communication, inducements, empathy and sportsmanship. Additionally, the study examines the interactive effects of sales-based CRM technology and social media on these behaviors. The results indicate that sales-based CRM technology has a positive influence on SSBs and that salespeople using CRM technology in conjunction with social media are more likely to exhibit higher levels of SSBs than their counterparts with low social media technology use.

Keywords: CRM; Social media; Social CRM; Social selling; Salesperson service behaviors (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1016/j.jbusres.2017.08.021

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