Influence of sales force automation on salesperson performance: A study of interpersonal and intrapersonal mediators

Abstract

This article investigates the influence of the use of sales force automation (SFA) on the performance of business-to-business (B2B) salespersons, given its growing importance and much discussed effects. We examine the underlying mediating mechanisms between the use of SFA and salesperson outcomes (i.e. job satisfaction and salesperson performance). Based on a sample of 196 B2B salespeople, our results confirm the existence of a direct effect between the use of SFA and salespeople’s performance, as well as the existence of indirect effects via (1) interpersonal mediators, that is, successively adaptive selling behavior and relationship quality and (2) intrapersonal mediators, that is, successively role overload and the risk of salesperson burnout. The results also show the positive influence of job satisfaction on salespeople’s performance, and vice versa.