The dark side of technology: examining the impact of technology overload on salespeople
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 2 November 2018
Issue publication date: 12 March 2019
Abstract
Purpose
The purpose of this study is to examine how technology overload (system feature, information, and communication overload) influences salespeople’s role stress (role conflict and role ambiguity), effort to use technology and performance. This research examines whether these relationships are linear or quadratic. It also examines the moderating effect of salespeople’s technology self-efficacy.
Design/methodology/approach
Salespeople at a national company providing services to small and medium companies were surveyed via an online instrument to measure key constructs and control variables. Over 200 usable responses resulted; structural equation model was used to analyze the data.
Findings
Results show that dimensions of technology overload had linear and/or quadratic relationships with role stress, effort to use technology and performance. Salesperson’s technology self-efficacy moderated the relationship between technology overload, effort to use the technology and performance.
Practical implications
The benefits from new technology are not always linear. Managers should regulate the timing of technology improvements, as well as the availability of information, communication and system features, to reduce role stress and enhance efforts to use technologies.
Originality/value
Drawing on the job demand and resource model, this research demonstrates that technology used as a job resource will aid the salesperson and company; however, when technology overload exists, it becomes a job demand with the potential to enhance role stress and decrease salesperson performance.
Keywords
Acknowledgements
This paper forms part of the special section “Closed to new submissions challenger sale – future of selling?”, guest edited by Talai Osmonbekov.
Citation
Delpechitre, D., Black, H.G. and Farrish, J. (2019), "The dark side of technology: examining the impact of technology overload on salespeople", Journal of Business & Industrial Marketing, Vol. 34 No. 2, pp. 317-337. https://doi.org/10.1108/JBIM-03-2017-0057
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited