@article{rodriguez_peterson_krishnan_2018, title={Impact of CRM technology on sales process behaviors: empirical results from US, Europe, and Asia}, volume={25}, ISSN={1051-712X 1547-0628}, url={http://dx.doi.org/10.1080/1051712x.2018.1424754}, DOI={10.1080/1051712x.2018.1424754}, abstractNote={ABSTRACT Purpose: The diffusion of customer relationship management (CRM) systems across the globe, over the last decade, has created a need to improve the understanding of the impact of technology on the sales process from a global perspective. The authors examine how CRM technology impacts the sales process (creating opportunity, managing opportunity, and managing relationships) in three regions of the world (US, Europe, and Asia). Methodology/Approach: The differences among US respondents (n = 789), European respondents (n = 327), and Asian respondents (n = 91) were explored. A multivariate analysis of variance (MANOVA) was conducted on creating opportunity, managing opportunity, and managing relationships, with dichotomized CRM effectiveness and geography (US/Europe/Asia) as factors. Findings: The MANOVA revealed a significant influence of CRM effectiveness, but a non-significance for geography and a non-significance for the interaction between CRM effectiveness and geography. This pattern of results suggests that CRM effectiveness leads to significant differences in sales processes; however, these influences are not qualified by the geography to which the firm belongs. Ensuing univariate Analysis of Varirances (ANOVAs) revealed a significant influence of CRM effectiveness on creating opportunity, managing opportunity, and managing relationships, but not for firm–geography or its interaction with CRM effectiveness. Post hoc tests revealed that firms high on CRM effectiveness were better at creating opportunity, managing opportunity, and managing relationships. Differences in CRM effectiveness lead to significant differences in sales processes; however, these influences once again are not qualified by the geography to which the firms belong. Originality/Value Contribution: This study provides several contributions to the stream of research focused on CRM globally. First, due to globalization, CRM use and process can be more standardized across regions and cultures. With the evolution of technology such as Web 2.0 and cloud computing, barriers to communicating and exchanging information, regardless of time zone or location, have been decreased. A US firm’s use of a CRM platform can essentially capture the same information on a client that a firm in Europe or Asia also manages. CRM’s ultimate measure of success is for the buyer–seller relationship process to positively impact the level of business conducted.}, number={1}, journal={Journal of Business-to-Business Marketing}, publisher={Informa UK Limited}, author={Rodriguez, Michael and Peterson, Robert M and Krishnan, Vijaykumar}, year={2018}, month={Jan}, pages={1–10} }
 @article{rodriguez_boyer_2017, title={An Exploratory Study of Sales Managers' and Sales Professionals' Perceptions of eLearning and Job Performance}, volume={16}, url={https://drive.google.com/open?id=1P810NuXKOUzaVWQkdNPQ5D-LTgv22Tuh}, number={1}, journal={Journal of Selling}, author={Rodriguez, Michael and Boyer, Stefanie L.}, year={2017}, pages={5–17} }
 @article{agnihotri_trainor_itani_rodriguez_2017, title={Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India}, volume={81}, ISSN={0148-2963}, url={http://dx.doi.org/10.1016/j.jbusres.2017.08.021}, DOI={10.1016/j.jbusres.2017.08.021}, abstractNote={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.}, journal={Journal of Business Research}, publisher={Elsevier BV}, author={Agnihotri, Raj and Trainor, Kevin J. and Itani, Omar S. and Rodriguez, Michael}, year={2017}, month={Dec}, pages={144–154} }
 @article{rodriguez_trainor_2016, title={A conceptual model of the drivers and outcomes of mobile CRM application adoption}, volume={10}, ISSN={2040-7122}, url={http://dx.doi.org/10.1108/jrim-12-2014-0075}, DOI={10.1108/jrim-12-2014-0075}, abstractNote={
               Purpose
                – Many organizations still struggle with sales force technology implementation because of low user adoption rates. The ubiquity of mobile computing devices, such as smartphones and tablets, and the proliferation of mobile customer relationship management (mCRM) applications, may lead to increased CRM adoption and higher returns on CRM technology investments. The purpose of this study is to attempt to extend the current literature by developing a model of mCRM antecedents and outcomes by incorporating the idiosyncratic mCRM characteristics that have not yet been examined in the sales technology literature. 
            }, number={1}, journal={Journal of Research in Interactive Marketing}, publisher={Emerald}, author={Rodriguez, Michael and Trainor, Kevin}, editor={Shannon Cummins, Dr James W. Peltie, DrEditor}, year={2016}, month={Mar}, pages={67–84} }
 @article{rodriguez_ajjan_peterson_2016, title={Social Media in Large Sales Forces: An Empirical Study of the Impact of Sales Process Capability and Relationship Performance}, volume={24}, ISSN={1069-6679 1944-7175}, url={http://dx.doi.org/10.1080/10696679.2016.1170538}, DOI={10.1080/10696679.2016.1170538}, abstractNote={Using a resource-based view of the firm as a foundation, the research investigates antecedents and outcomes of social media used in organizations with large sales forces (500 or more). This study specifically investigates sales process capability as a moderator and relationship performance as a mediator. The results, based on 184 sales professionals, indicate upper management support and sales personnel capabilities having positive effects on social media usage. Using partial least squares path modeling, the study reveals that sales process capability moderates the relationship between social media and sales performance. Moreover, relationship-based performance mediated the connection between social media use and sales-based performance. Research and managerial implications of the findings are then discussed.}, number={3}, journal={Journal of Marketing Theory and Practice}, publisher={Informa UK Limited}, author={Rodriguez, Michael and Ajjan, Haya and Peterson, Robert M.}, year={2016}, month={Jun}, pages={365–379} }
 @article{rodriguez_honeycutt_ragland_2015, title={Preliminary Investigation of Entertainment Strategies Involving Alcohol: Implications for Professional Sales Education and Training in Business Markets}, volume={22}, ISSN={1051-712X 1547-0628}, url={http://dx.doi.org/10.1080/1051712x.2015.1115700}, DOI={10.1080/1051712x.2015.1115700}, abstractNote={ABSTRACT Purpose: With increased numbers of business to business (B to B) firms hiring professional sales students, it is important that both sales educators and sales managers understand entertainment’s influence and its potential consequences in the professional sales environment. This study examines the perceived role entertainment plays in today’s sales process and the importance of integrating entertainment topics into sales education and sales training. The purpose of this study is to update the sales entertainment literature, record its current importance in the age of sales systemization, and propose entertainment strategies and guidelines that can be shared in both corporate sales training programs and university professional sales curricula. Methodology/approach: Partial least squares (PLS) methodology (SmartPLS 2.0) was used to examine the model and assess the relationships between the constructs and their indicators. Data was first gathered via online and in person surveys distributed to a total of 59 sales executives. To determine whether there were significant differences between path coefficients, PLS multi-group analysis was used (PLS-MGA) to compare sales practitioners’ response to sale educators and sales students. This method was used because conducting pair-wise group comparisons can result in family-wise error. Findings: Results indicate significant positive relationships exist between entertainment orientation, internal bonding activities, and sales performance. The results confirm the path coefficients for the 3 groups, sales practitioners, sales educators, and sales students, did not differ significantly. Therefore, all groups rated external entertainment as being important to achieve sales performance and internally for bonding with co-workers. Originality/value/contribution: The responses of B to B sales professionals, sales educators, and sales students are compared regarding their perception of entertainment in developing and managing sales relationships. Based upon the findings, sales professionals are provided with insight about the perceived role entertainment plays in today’s selling environment and offered recommendations for collegiate classrooms and corporate on-boarding sessions that improve the knowledge of and ability to successfully manage entertainment of internal and external customers.}, number={4}, journal={Journal of Business-to-Business Marketing}, publisher={Informa UK Limited}, author={Rodriguez, Michael and Honeycutt, Earl D. and Ragland, Charles}, year={2015}, month={Oct}, pages={257–268} }
 @article{rodriguez_dixon_peltier_2014, title={A review of the interactive marketing literature in the context of personal selling and sales management: A research agenda}, volume={8}, ISSN={2040-7122}, url={http://dx.doi.org/10.1108/jrim-06-2014-0035}, DOI={10.1108/jrim-06-2014-0035}, abstractNote={
               Purpose
                – The purpose of this 16-year review is to summarize interactive marketing literature in the context of personal selling and sales management. This paper serves as precursor to the Special Issue on the Convergence of Interactive Marketing and Personal Selling and Sales Management to be published by the Journal of Research in Interactive Marketing. Key research needs are identified. 
            }, number={4}, journal={Journal of Research in Interactive Marketing}, publisher={Emerald}, author={Rodriguez, Michael and Dixon, Andrea L. and Peltier, James W.}, year={2014}, month={Oct}, pages={294–308} }
 @article{ajjan_hartshorne_cao_rodriguez_2014, title={Continuance use intention of enterprise instant messaging: a knowledge management perspective}, volume={33}, ISSN={0144-929X 1362-3001}, url={http://dx.doi.org/10.1080/0144929x.2014.886722}, DOI={10.1080/0144929x.2014.886722}, abstractNote={Instant messaging has been widely utilised by a variety of types of organisations to improve the efficiency and effectiveness of internal communication and knowledge management (KM). To date, though, the continuance use of enterprise instant messaging (EIM) and its impact on KM outcomes have not been well understood in both academia and practice. This paper uses the decomposed theory of planned behaviour to explore factors that influence continual usage of EIM applications within organisations, as well as the impact of the continuance use decisions on knowledge creation, transfer, and retention within organisations. Our results are useful in developing guidelines and strategies to increase the likelihood of the continuance use of EIM and to improve the potential outcome of its use within organisations.}, number={7}, journal={Behaviour & Information Technology}, publisher={Informa UK Limited}, author={Ajjan, Haya and Hartshorne, Richard and Cao, Yingxia and Rodriguez, Michael}, year={2014}, month={Mar}, pages={678–692} }
 @inbook{rodriguez_peterson_ajjan_2014, title={Crm/Social Media Technology: Impact on Customer Orientation Process and Organizational Sales Performance}, ISBN={9783319109503 9783319109510}, url={http://dx.doi.org/10.1007/978-3-319-10951-0_233}, DOI={10.1007/978-3-319-10951-0_233}, abstractNote={The importance of technology in managing relationships with customers has grown significantly, especially with the advent of innovations such as cloud computing and web-based technology. One of the more popular topics in both academic research and business discussions has been the use of Customer Relationship Management (CRM) technology to increase business and sales productivity through the ongoing development of relationships with buyers. A new phenomenon in understanding buyers’ needs and reaching new customers is social media. Organizations are capturing data from tools such as LinkedIn, Facebook and blogs, and attempting to integrate this information into their sales process. In order to extract value from technology, organizations need to build a framework and processes to deliver value to the customer.}, booktitle={Ideas in Marketing: Finding the New and Polishing the Old}, publisher={Springer International Publishing}, author={Rodriguez, Michael and Peterson, Robert M. and Ajjan, Haya}, year={2014}, month={Oct}, pages={636–638} }
 @article{rodriguez_ajjan_honeycutt_2014, title={Using Technology to Engage and Improve Millennial Students' Presentation Performance}, volume={3}, number={2}, journal={Atlantic Marketing Journal}, author={Rodriguez, Michael and Ajjan, Haya and Honeycutt, Earl}, year={2014}, pages={16–31} }
 @article{cort_honeycutt_rodriguez_2012, title={A Multi-University Empirical Study of Student Perceptions of Sales Education and Careers in Professional Selling}, volume={12}, number={1}, journal={Journal of Selling and Major Account Management}, author={Cort, Kathryn and Honeycutt, Earl and Rodriguez, Michael}, year={2012} }
 @article{honeycutt_hodge_rodriguez_2012, title={Culture’s Mediating Role on Global Sales Training}, volume={12}, number={2}, journal={Journal of Selling and Major Account Management}, author={Honeycutt, Earl and Hodge, Sharon and Rodriguez, Michael}, year={2012}, pages={24–32} }
 @article{rodriguez,_peterson_krishnan_2012, title={Social Media’s Influence on Business-to-Business Sales Performance}, volume={32}, ISSN={0885-3134 1557-7813}, url={http://dx.doi.org/10.2753/pss0885-3134320306}, DOI={10.2753/pss0885-3134320306}, abstractNote={The implementation of social media technology in a firm’s marketing strategy has been adopted by some forward-thinking sales forces. Sharing content and building a network of contacts are the principles behind social media. The utilization of social media (e.g., LinkedIn and Twitter) for reaching business-to-business clients is a relatively new phenomenon with performance outcomes essentially unknown. Data were collected from 1,699 business-to-business salespeople from over 25 different industries. Using structural equation modeling, the findings support that social media has a positive relationship with sales processes (creating opportunities and relationship management) and relationship sales performance.}, number={3}, journal={Journal of Personal Selling & Sales Management}, publisher={Informa UK Limited}, author={Rodriguez,, Michael and Peterson, Robert M. and Krishnan, Vijaykumar}, year={2012}, month={Jun}, pages={365–378} }
 @article{rodriguez_peterson_2012, title={The role of social CRM and its potential impact on lead generation in business-to-business marketing}, volume={7}, ISSN={1477-5212 1741-8100}, url={http://dx.doi.org/10.1504/ijima.2012.046255}, DOI={10.1504/ijima.2012.046255}, abstractNote={The implementation of social media technology into a firm’s marketing strategy has been a significant discussion for many sales organisations. Currently, only a fraction of business-to-business (B2B) organisations are using social media (e.g., Linked-In and Twitter), for reaching potential consumers. Thus, these media tools are underutilised in the sales and marketing process or often non-existent. With the evolution of the internet and Web 2.0, adding a social media strategy, also known as social CRM, to a company’s marketing initiatives may provide a competitive advantage to firms who are able to cultivate the benefits. In this paper, we review how social CRM can be utilised in the prospecting process and customer engagement strategy. Also noted are some best practises for implementing social CRM in a B2B marketing environment by analysing current companies’ integration of this new method for interacting with prospective clients.}, number={2}, journal={International Journal of Internet Marketing and Advertising}, publisher={Inderscience Publishers}, author={Rodriguez, Michael and Peterson, Robert M.}, year={2012}, pages={180} }
 @article{peterson_rodriguez_krishnan_2011, title={CRM and Sales Pipeline Management- Empirical Results for Managing Opportunities}, volume={21}, number={1}, journal={Marketing Management Journal}, author={Peterson, Robert and Rodriguez, Michael and Krishnan, Vijaykumar}, year={2011}, pages={60–70} }
 @article{rodriguez_honeycutt_2011, title={Customer Relationship Management (CRM)'s Impact on B to B Sales Professionals' Collaboration and Sales Performance}, volume={18}, ISSN={1051-712X 1547-0628}, url={http://dx.doi.org/10.1080/1051712x.2011.574252}, DOI={10.1080/1051712x.2011.574252}, abstractNote={Purpose: Sales literature has traditionally considered technology adoption from acceptance and diffusion perspectives. This article examines the impact of customer relationship management (CRM) technology on business-to-business (B2B) sales professionals' ability to collaborate with internal stakeholders and also assesses the relationship between CRM utilization and sales performance. The study moves from assuming that CRM utilization positively impacts salesperson effectiveness and performance to assessing this outcome from the perspective of the salesperson. Methodology: A survey that was comprised of four scales was sent to 115 B2B sales professionals and usable surveys were received from 70 respondents. The data were analyzed using partial least squares regression to test the hypothesized paths. Partial least squares regression has been shown to work for small sample sizes. Findings: There is empirical evidence that CRM adoption and utilization positively impacts sales performance, sales effectiveness, and collaboration. As a partial mediator, collaboration positively influenced CRM utilization's effect on sales performance. However, collaboration did not positively influence sales process effectiveness. Explanations of the findings are offered. Managerial Implications: Sales managers can use CRM technology to make their sales team more effective and efficient. Second, increased collaboration across the firm positively mediates sales performance. Lastly, to increase collaboration, sales managers should stress that CRM leads to higher performance for both the sales team and the entire firm.}, number={4}, journal={Journal of Business-to-Business Marketing}, publisher={Informa UK Limited}, author={Rodriguez, Michael and Honeycutt, Earl D., Jr.}, year={2011}, month={Oct}, pages={335–356} }
 @article{rodriguez_2011, title={Making Social Media Effective in Real Estate}, volume={4}, url={https://www.baylor.edu/business/kellercenter/news.php?action=story&story=126298}, number={3}, journal={Keller Research Center Report}, author={Rodriguez, Michael}, year={2011}, month={Jun} }
 @article{rodriguez_yim_2011, title={Utilisation of CRM and its impact on sales performance: a study of sales professionals working in a virtual environment}, volume={5}, ISSN={1750-0664 1750-0672}, url={http://dx.doi.org/10.1504/ijecrm.2011.044687}, DOI={10.1504/ijecrm.2011.044687}, abstractNote={With the advancement in communication technologies in the last decade firms have implemented technology initiatives that enable sales professionals to have access to customer data and enable them to increase workplace efficiency by communicating electronically with their clients and colleagues. Many sales professionals work remotely outside the traditional office and technology, in the form of customer relationship marketing (CRM), allows sales professionals to devote more flexible time to better serve their customers. By utilising CRM technology, today’s sales professionals can communicate and collaborate with clients and managers anytime, anywhere. Findings of this study support the hypotheses that CRM utilisation has positive impacts on sales performance, namely sales process effectiveness, performance with customers, and administrative efficiency. Among the three performance measures, CRM usage has the greatest impact on sales process effectiveness. The study also supports that when sales professionals work in a virtual environment they are more likely to utilise CRM.}, number={3/4}, journal={International Journal of Electronic Customer Relationship Management}, publisher={Inderscience Publishers}, author={Rodriguez, Michael and Yim, Frederick}, year={2011}, pages={203} }
 @article{rodriguez_boyer_2010, title={Efficient utilisation of customer relationship management (CRM) technology: a self-directed learning approach}, volume={4}, ISSN={1751-0252 1751-0260}, url={http://dx.doi.org/10.1504/ijbir.2010.029537}, DOI={10.1504/ijbir.2010.029537}, abstractNote={The growth of CRM technology has changed the way firms conduct business with customers and prospects. Though CRM creates efficiencies and opportunities in the sales process, sales professionals do not fully utilise CRM technology due to lack of: 1) investment in training; 2) interest in learning a new system; 3) acceptance of new technology. This article discusses why sales professional resist or do not fully utilise CRM technology and explores the insights that self-directed learning (SDL) may provide into facilitating salespeople to fully utilise CRM technology.}, number={1/2}, journal={International Journal of Business Innovation and Research}, publisher={Inderscience Publishers}, author={Rodriguez, Michael and Boyer, Stefanie L.}, year={2010}, pages={3} }
 @article{fock_yim_rodriguez_2010, title={The effects of sales supervisor relationships on work meaning: The case of Canadian and Chinese salespersons}, volume={39}, ISSN={0019-8501}, url={http://dx.doi.org/10.1016/j.indmarman.2009.11.002}, DOI={10.1016/j.indmarman.2009.11.002}, abstractNote={Although the meaning of work—an individual's understanding of the purpose and significance of his or her work—is often discussed, the issue of how to enrich the meaning of work for salespeople remains poorly understood. This study examines the role of sales manager–salesperson relationships in the development of work meaning in a cross-cultural context. To better understand how work meaning might differ in Eastern (collectivist) and Western (individualist) cultures, data were gathered from salespersons in the Chinese and Canadian telecommunications industries. Findings suggest that the development of work meaning among Canadian salespeople is ascribed to the perceptions of customer orientation and self-determination. Conversely, in China, a quality relationship with one's sales supervisor is a direct factor in the development of work meaning. Managers of global sales forces should carefully consider the cultural differences of their salespersons and how a close personal relationship can impact the understanding of the purpose and significance of work for their sales team. After discussing the findings, managerial implications and suggestions for future research are offered.}, number={7}, journal={Industrial Marketing Management}, publisher={Elsevier BV}, author={Fock, Henry and Yim, Frederick and Rodriguez, Michael}, year={2010}, month={Oct}, pages={1069–1077} }
 @article{rodriguez_2009, title={The Role of Social CRM and Its Impact on Lead Generation in B2B Sales}, journal={Carolina Business Connection}, author={Rodriguez, Michael}, year={2009} }
 @book{rodriguez_2008, place={Brussels, Belgium}, title={CRM – Key Competitive Advantage for Relation Based Selling}, number={fall 2008}, institution={The European Institute For Advanced Studies in Management}, author={Rodriguez, Michael}, year={2008} }
 @article{rodriguez_2008, title={Sales Leaders as Senior Level Managers: A Conceptual Framework for Examining Upper Echelon Theory}, volume={8}, number={4}, journal={Journal of Selling and Major Account Management}, author={Rodriguez, Michael}, year={2008}, pages={23–31} }