TICS-Formación efectiva en ventas: sector asegurado mexicano

• Inés Küster Boluda ^[1] ; Natalia Vila López ^[1] ; Miguel Ángel Escamilla Santana ^[2]
  1. [1] Universitat de València

     Universitat de València

     Valencia, España

     
  2. [2] Universidad Autónoma de Querétaro

     Universidad Autónoma de Querétaro

     México

     
• Localización: Dirección y organización: Revista de dirección, organización y administración de empresas, ISSN 1132-175X, Nº 80, 2023, págs. 5-17
• Idioma: español
• DOI: 10.37610/dyo.v0i80.640
• Enlaces
  • Texto completo
• Resumen

  • Se pone en valor la relevancia del uso de las nuevas tecnologías en la formación en ventas, destacando los beneficios para vendedor y empresa de la formación efectiva en ventas. Con 159 agentes del sector asegurador mexicano y el uso de ecuaciones estructurales, concluimos que, en dicho sector, las TICs juegan un papel destacable en la formación efectiva en ventas y que ésta posee efectos positivos sobre los factores personales i) ambigüedad y conflicto de rol, ii) motivación intrínseca, iii) venta adaptativa, iv) conocimientos, y v) satisfacción del vendedor. Asimismo, ejerce un efecto indirecto sobre el rendimiento y la eficacia

• Referencias bibliográficas
  • Abbad, G. y Borges-Andrade, J.E., 2004. Aprendizagem humana nas organizações e trabalho”. En J. C. Zanelli, J. E. Borges-Andrade & A.V.B....
  • Anderson, R., y Weitz, B., 1992. The Use of Pledges to Build and Sustain Commitment in Distribution Channels, Journal of Marketing Research,...
  • Aragón, A., Barba, M.I. y Sanz, R., 2003. Effects of training on business results, The International Journal of Human Resource Management,...
  • Attia, M., Honeycutt Jr, E.D., y Leach, M., 2005. A threestage model for assessing and improving sales force training and development, The...
  • Babakus, E., Cravens, D.W., Grant, K., Ingram, T.N., Laforge, R.W., 1996. Investigating the relationships among sales management control,...
  • Baldauf, A. y Cravens, D.W., 1999. Improving the effectiveness of field sales organisations. A European perspective, Industrial Marketing...
  • Baldauf, A., Cravens, D. W., y Grant, K., 2002. Consequences of sales management control in field sales organizations: A cross-national perspective....
  • Baldauf, A.; Cravens, D.W. y Piercy, N.F., 2001. Examining the consequences of sales management control strategies in European field sales...
  • Bande, B., Fernández-Ferrín, P., Varela-Neira, C., y OteroNeira, C. (2016). Exploring the relationship among servant leadership, intrinsic...
  • Barba, M.I., Aragón, A. y Sanz, R., 2007. Prácticas de formación y resultados organizativos, Revista Europea de Dirección y Economía de la...
  • Barker, A., 1997. Determinants of salesforce effectiveness: perceptions of field managers versus senior sales executives, Marketing Intelligence...
  • Barker, A. 1999. Benchmarks of successful salesforce performance, Revue Canadienne des Sciences de l´Administration, 16 (2), 95-104.
  • Bartel, A., 2000. Measuring the employer’s return on investments in training: evidence from the literature”, Industrial Relations, 39 (3),...
  • Berhman, D., Perrault, W., 1984. A Role Stress Model of the Performance and Satisfaction of Industrial Salespersons, Journal of Marketing,...
  • Black, S.E. y Lynch, L.M. (2001), “How to compete: the impact of workplace practices and information technology on productivity”, The Review...
  • Bulent, M. y Barker, A.T. 2003. The performance effects of outcome-based incentive pay plans on sales organizations: A contextual analysis,...
  • Canales P. 2004. Rendimiento y Control de la Fuerza de Ventas, Tesis, Universidad de Valencia.
  • Canales, P., Küster, I. 2008. Efectos del Control del Comportamiento en el Desempeño del Vendedor. La visión del jefe de equipo de ventas....
  • Challagalla, G, N, y Shervani, T.A. 1996. Dimensions and types of supervisory control: effects on salesperson performance and satisfaction....
  • Chonko, L. Howell, R., Bellenger, D.N 1986. Congruence in Sales Force Evaluations: Relation to Sales Force Perceptions of Conflict and Ambiguity....
  • Churchill, G. 1979. Marketing Research: Methodological Foundation, The Dryden Press, 7th edition.
  • Churchill, G.A. Jr, Ford, J.N. y Walker, O.C. Jr 1997. Sales Force Management, 5th ed., Irwin, Homewood, IL.
  • Churchill, G.A., Ford, N.M., Hartley, S.W., Walker, O.C. 1985. The determinants of salesperson performance: a meta-analysis. Journal of Marketing...
  • Cravens, D. W., Ingram T. N., La Forge R. W. y Young C. E. 1993. Behavior-Based and Outcome-Based Salesforce Control Systems, Journal of Marketing,...
  • Cravens, W. D. y Grant, K. 1992. Comparison of field sales management activities in Australian and American sales organizations. Journal of...
  • Da Rocha, E. A. M., de Jesus Pacheco, D. A., & Pereira, G. M. (2021). Como a gamificação contribui para melhorar o desempenho da área...
  • Davies, F.D. 1989. Perceived Usefulness, Perceived Ease of Use, and Use Acceptance of Information Technology. MISS Quarterly, 13, 319-340.
  • Davis, K. y Newstrom, J. 1991. Comportamiento Humano en el trabajo, Comportamiento Organizacional. México: McGraw-Hill.
  • Díez de Castro, E.C. 2003. Dirección de la fuerza de ventas, ESIC, Madrid.
  • Dugan, R., Hochstein, B., Rouziou, M., & Britton, B. (2019). Gritting their teeth to close the sale: the positive effect of salesperson...
  • Earl, M.J. 1988. IT and strategic advantage, A framework of frameworks, Informations Management,Oxford University press.
  • Edwards, M. R. y Ewen, A. J. 1996. 360-Degree Feedback: Royal Fail or Holy Grail? Career Development International, 1, 28-31.
  • Flaherty, T. Dahlstrom, R., Steven J., Skinner, S. 1999. Organizational values and role stress as determinants of customer-oriented selling...
  • Goval, A. y Welch, I. 2004. A comprehensive look at the empirical performance of equity premium prediction, National Bureau of Economic Research,...
  • Grant, K., y Cravens, D. 1999. Examining the antecedents of sales organization effectiveness: an Australian study, European Journal of Marketing,...
  • Hernández, B., Jiménez, J. y Martín, M. J. 2007. Aceptación Empresarial de las Tecnologías de la Información y de la Comunicación: VIII Congres“Turismo...
  • Holmes, T. y Srivastava, R. 2002. Effects of job perceptions on job behaviors, Implications for sales performance, Industrial Marketing Management,...
  • Holton, E. 1996. The flawed four level evaluation model, Human Resource Development Quarterly, 7(1), 5–21.
  • Ingram, T. N., LaForge, R.W.; Avila, R.A.; Schwepker, C. H. y Williams, M.R. (2019). Sales management. Analysis and decision making. Routledge.
  • Jaworski, B. J. y Kohli, A.K. 1991. Supervisory Feedback: Alternative Types and Their lmpact on Sales People's Performance and Satisfaction....
  • Jerez, P., Céspedes, J. y Valle, R. 2004. Training Practices and Organizational Learning Capability. Relationship and Implications, Journal...
  • Kemp, A. F. (2020). Social Selling: An Examination of Strategic Efforts through Salesperson Activities and Their Networks (Doctoral dissertation,...
  • Khatri, N. 2000. Managing human resources for competitive advantage. International Journal of Human Resource Management, 11, 336-365.
  • Kraft, F. B., Maity, D., y Porter, S. (2019). The salesperson wellness lifestyle, coping with stress and the reduction of turnover. Journal...
  • Küster, I. y Canales, P. 2008. Some determinants of salesforce effectiveness. Team Performance Management, 14 (7/8), 296-326
  • Küster, I., Román, S. 2006. Venta personal y dirección de ventas, Thomson, 1ª. Edición, Madrid.
  • Leach, M., Liu, A., y Johnston, W. 2005. The role of self-regulation training in developing the motivation management capabilities of salespeople,...
  • Leonard, N., Beauvais, L. y Scholl, R. 1999. Work motivation: The incorporation of self-concept based process, Human Relations, 52, 969-998.
  • Li, L., Zhu, Y., & Park, C. (2018). Leader–member exchange, sales performance, job satisfaction, and organizational commitment affect...
  • Llorens, F. J. y Aguado, F. 1995. Un análisis del conflicto y ambigüedad de rol mediante un sistema de ecuaciones estructurales, Investigaciones...
  • Lu, H., Yeh, D. 1998. Enterprise´s perceptions on business process re-engineering: A path analytic model, International Journal of Management...
  • Maden-Eyiusta, C. (2021). Role conflict, role ambiguity, and proactive behaviors: does flexible role orientation moderate the mediating impact...
  • Martínez, M. Á. M., Heredero, C. D. P., & Lozano, I. A. (2003). Análisis de la virtualidad en el sector asegurador español. Dirección...
  • McFarland, R. G., Challagalla, G. N., & Shervani, T. A. (2006). Influence tactics for effective adaptive selling. Journal of Marketing,...
  • Meyer, J. P., Becker, T. E., y Vandenberghe, C. 2004. Employee commitment and motivation: A conceptual analysis and integrative model, Journal...
  • Morgan, R. M. y Hunt, S.D., 1994. The Commitment– Trust Theory of Relationship Marketing, Journal of Marketing, 58 (July), 20–38.
  • Morris, M. H., LaForge, R. W., y Allen, J. A. 1994. Salesperson Failure: Definition, Determinants, and Outcomes. Journal of Personal Selling...
  • Newkirk-Moore, S.y Bracker, J.S. 1998. Strategic management training and commitment to planning, International Journal of Training and Development,...
  • O´Cass, A. y Fenench, T. 2003. Web retailing adoption: exploring the nature of internet users web retailing behavior, Journal of Retailing...
  • Onyemah, V. 2008. Role Ambiguity, role conflict, and performance: Empirical evidence of an inverted-u relationship, The Journal of Personal...
  • Ordiz F., M. 2002. Efectividad universal y contingente de las prácticas de recursos humanos: Un estudio aplicado a la estrategia competitiva,...
  • Piercy, N.F., Kaleka, A. y Katsikeas, C.S. 1998. Sources of Competitive Advantage in High Performing Exporting Companies, Journal of World...
  • Plank, R., Reid, D. 1994. The mediating role of sales behaviors: an alternative perspective of sales performance and effectiveness, Journal...
  • Plank, R. E., Reid, D. A., Koppitsch, S. E., & Meyer, J. (2018). The sales manager as a unit of analysis: a review and directions for...
  • Price, J.L., y Mueller, C.W. 1986. Absenteeism and turnover of hospital employees, Greenwich, CT. JAI Press.
  • Rizzo, J. R., House, R. J. y Lirtzman, S. I. 1970. Role Conflict and Ambiguity in Complex Organizations, Administrative Science Quarterly,...
  • Rodriguez, M., y Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance....
  • Román, S., Ruiz, S., y Munuera, J.L. 2002. Efectos de la Formación y la Intensidad Competitiva sobre el Eficiencia y la Eficiencia de la Fuerza...
  • Ryan, R. M., y Deci, E. L. 2000. Intrinsic and extrinsic motivations: Classic definitions and new directions, Contemporary Educational Psychology,...
  • Spiro, R. L. y Weitz , B.A., 1990. Adaptive Selling: Conceptualization, Measurement, and Nomological Validity, Journal of Marketing Research,...
  • Taylor, S. y Todd, P.A. 1995. Understanding Information Technology Usage: A test of Competing Models, Information Systems Research, 6, 144-176.
  • Teas, K., Wacker, J. y Hughes, E. 1979. A Path Analysis of Causes and Consequences of Salespeople's Perceptions of Role Clarity, Journal...
  • Torres, H. A., Chiappe, A., y Segovia, Y. (2020). Sales training and ICT: a literature review. Industrial and Commercial Training.
  • Varela, J.A. 1992. Los agentes de ventas, Ed. Ariel, Barcelona.
  • Vila, N., Küster, I., y Aldás, J. 2000. Desarrollo y Validación de Escalas de Medidas en Marketing, Quaderns de Treball, 104.
  • Wahyuningsih, D. W. (2019). The Influence Of Sales Force Automation And Sales Training On Medical Representative Performance To Improve Sales Effectiveness....
  • Walker, O. C., Churchill, G. A., y Ford, N. M. 1977. Motivation and Performance in Industrial Selling: Present Knowledge and Needed Research,...
  • Walker, O.C. Jr, Churchill, G.A. y Ford, N.M. 1979. Where do we go from here? Selected conceptual and empirical issues concerning motivation...
  • Warr, P., Cook, J. y Wall, T. 1979. Scales for the measurement of some work attitudes and aspects of psychological well-being, Journal of...
  • Weitz, B.A. 1981. Effectiveness in Sales Interactions: A Contingency Framework .The Journal of Marketing, 45 (1), 85-103.
  • Weitz, B.A., Sujan, H., Sujan, M. 1986. Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness, The...
  • Wong A. y Sohal A. 2003. Assessing customer-salesperson interactions in a retail chain: differences between city and country retail districts....
  • Yim, F., Anderson, R.E., y Swaminathan, S. 2004. Customer relationship management: its dimensions and effect on customer outcomes. Journal...
  • Yurova, Y., Rippé, C. B., Weisfeld-Spolter, S., Sussan, F., & Arndt, A. (2017). Not all adaptive selling to omniconsumers is influential:...
  • Zhang, N., Guo, X. y Chen, G. 2007. Extended information technology initial acceptance model and its empirical test, Systems Engineering -...