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Impact Of The Digitized Sales Work Environment On Customer Orientation, Julia Rötzmeier-Keuper, Nancy Viola Wünderlich
Impact Of The Digitized Sales Work Environment On Customer Orientation, Julia Rötzmeier-Keuper, Nancy Viola Wünderlich
Association of Marketing Theory and Practice Proceedings 2023
Informed by appraisal theory, which highlights personal characteristics and resources as critical to the emergence of stress appraisal and adaptation (Lazarus & Folkman, 1984), our study poses the following questions:
- What characterizes the DSWE?
- What is the role of the DSWE in creating salesperson distress and eustress?
- How is a salesperson’s customer orientation/ value-based selling affected by the DSWE?
In our attempt to explore the potential up- and downsides of work environment digitalization and the appraisal of the pervasive use of Information Technology in everyday work, we adopted a qualitative approach. We combined information from qualitative interviews with B2B customer …