Summarizes the proceedings of the conference on "Customer Relationship Management: Strategies and Company-wide Implementation" co-sponsored by the Marketing Science Institute (MSI) and INSEAD, held July 11-12, 2002, in Fontainebleau, France. Customer relationship management (CRM) is the...

Drawing on social learning theory, we examine how the perceived technological savvy of a salesperson’s manager, co-workers, and competitors impacts sales technology usage behavior. Data were drawn from a major retail bank in Nigeria, Africa. Analyses of data from relationship managers confirm...

This study examines how cultural performance orientation moderates the influence of human resource management (HRM) controls on boundary-spanning employees’ behavioural strategies and satisfaction.

Purpose – The purpose of this paper is to offer a state of the art description of open air markets (OAM), a little-known phenomenon that is indispensable in Africa’s consumer packaged goods industry. Design/methodology/approach – A qualitative methodology comprising in-depth...

Purpose – The purpose of this paper is to investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes. Design/methodology/approach – Survey responses derived from 233 salespeople from three large financial institutions...

Purpose – This paper's aim is to provide an empirical test of the assumption that coaching impacts salespeople's attitudes and behaviors under various contingencies. Design/methodology/approach – The paper uses the survey responses of 2,532 salespeople and regression analyses. Findings –...