Inside sales social media use and its strategic implications for salesperson-customer digital engagement and performance
The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual-based relationships, leading to a future full of opportunities for inside salespeople using social media. The practitioner...
محفوظ في:
| المؤلف الرئيسي: | |
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| مؤلفون آخرون: | , , , |
| التنسيق: | article |
| منشور في: |
2022
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| الوصول للمادة أونلاين: | http://hdl.handle.net/10725/13228 https://doi.org/10.1016/j.indmarman.2021.10.006 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://www.sciencedirect.com/science/article/abs/pii/S0019850121002091 |
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| الملخص: | The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual-based relationships, leading to a future full of opportunities for inside salespeople using social media. The practitioner literature suggests that inside sales represent the sales business model of the digital era and a distinct strategic selling approach. While there has been a recent surge in theoretical research on inside sales, extant research fails to explore how and why inside salespeople uses social media as a critical tool. Research on social media use in sales has neglected to consider the growing role of inside sales, where sellers lack the opportunity to meet with customers face-to-face and must routinely rely on remote communication to interact with customers. As such, we use a grounded theory approach to investigate the “lived experiences” of inside salespeople at the intersection with social media in sales. Emergent from our findings is a framework depicting: inside sales strategic social media use → inside salesperson-customer digital engagement → inside sales performance. We also find that firm digital technology resources serve as enablement factors that shape the effects of the social media strategies that inside salespeople use. |
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