Sales digitization and sales process optimisation for firm performance: evidence from European firms

Downloads

Agnihotri, R., & John-Mariadoss, B. (2022). Social media and sales: An integrative framework and future directions. Industrial Marketing Management, 102 (4), 377-380. https://doi.org/10.1016/j.indmarman.2022.02.004 Agnihotri, R., Chaker, N.N., Dugan, R., Galvan, J.M. and Nowlin, E., (2023). Sales technology research: a review and future research agenda. Journal of Personal Selling & Sales Management, 43(4), pp.307-335. https://doi.org/10.1080/08853134.2023.2260108. Alam, I. (2021). Integrating Social Media and Traditional Modes of Customer Interaction for New Service Development. Journal of Business-to-Business Marketing, 28(4), 321–345. https://doi.org/10.1080/1051712X.2021.2012078 Alamäki, A., & Korpela, P. (2021). Digital transformation and value-based selling activities: seller and buyer perspectives. Baltic Journal of Management, 16(2), 298-317. https://doi.org/10.1108/BJM-08-2020-0304 Alnakhli, H., Inyang, A. E., & Itani, O. S. (2021). The Role of Salespeople in Value Co-Creation and Its Impact on Sales Performance. Journal of Business-to-Business Marketing, 28(4), 347–367. https://doi.org/10.1080/1051712X.2021.2012079 Audretsch, B. D., & Belitski, M. (2023a). The limits to open innovation and its impact on innovation performance. Technovation, 119, 102519. https://doi.org/10.1016/j.technovation.2022.102519 Audretsch, D. B., & Belitski, M. (2020). The limits to collaboration across four of the most innovative UK industries. British Journal of Management, 31(4), 830-855. http://dx.doi.org/10.1111/1467-8551.12353 Audretsch, D. B., & Belitski, M. (2021). Knowledge complexity and firm performance: evidence from the European SMEs. Journal of Knowledge Management, 25(4), 693-713. https://doi.org/10.1108/JKM-03-2020-0178 Audretsch, D. B., & Belitski, M. (2023b). Geography of knowledge collaboration and innovation in Schumpeterian firms. Regional Studies, 1-20. https://doi.org/10.1080/00343404.2023.2222137 Audretsch, D. B., & Belitski, M. (2024). Digitalization, resource mobilization and firm growth in emerging industries. British Journal of Management, 35(2), 613-628. Audretsch, D. B., Belitski, M., Caiazza, R., Drapeau, M. D., Menter, M., & Wales, W. J. (2024). Resilience and digitally-advanced entrepreneurship. Entrepreneurship & Regional Development, 36(1-2), 1-9. Badrinarayanan, V., Madhavaram, S., & Manis, K. T. (2022). Technology-enabled sales capability: A capabilities-based contingency framework. Journal of Personal Selling & Sales Management, 42(4), 358-376. https://doi.org/10.1080/08853134.2022.2108823 Badrinarayanan, V., Rangarajan, D., Lai-Bennejean, C., Bowen, M. and Kaski, T.A. (2024), Digital transformation in sales organizations: antecedents of sales managers’ change readiness and championing behaviors, Journal of Business & Industrial Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JBIM-10-2023-0611 Bell, E., Bryman, A., Harley, Bill. (2019). Business Research Methods. 2nd Bloch, N., & Catfolis, T. (2001). e-marketplaces: How to succeed. Business Strategy Review, 12(3), 20-20. https://doi.org/10.1111/1467-8616.00180 Bocconcelli, R., Cioppi, M., & Pagano, A. (2017). Social media as a resource in SMEs’ sales process. Journal of Business and Industrial Marketing, 32(5), 693–709. https://doi.org/10.1108/JBIM-11-2014-0244 Bongers, F. M., Schumann, J. H., & Schmitz, C. (2021). How the introduction of digital sales channels affects salespeople in business-to-business contexts: a qualitative inquiry. Journal of Personal Selling and Sales Management, 41(2), 150–166. https://doi.org/10.1080/08853134.2021.1906260 Bowen, M., Lai-Bennejean, C., Haas, A., & Rangarajan, D. (2021). Social media in sales: Why and when does salesperson social media usage affect salesperson performance? Industrial Marketing Management, 96(7), 166–182. https://doi.org/10.1016/j.indmarman.2021.05.007 Cassia, L. and Colombelli, A., (2010). Growth factors in medium-sized enterprises: the case of an Italian region”. International Entrepreneurship and Management Journal, 6,437-458. https://doi.org/10.1007/s11365-009-0129-0 Chaker, N. N., Nowlin, E. L., Pivonka, M. T., Itani, O. S., & Agnihotri, R. (2022). Inside sales social media use and its strategic implications for salesperson-customer digital engagement and performance. Industrial Marketing Management, 100(1), 127–144. https://doi.org/10.1016/j.indmarman.2021.10.006 Chang, W. (2022). The effectiveness of AI salesperson vs. human salesperson across the buyer-seller relationship stages. Journal of Business Research, 148 (9), 241–251. https://doi.org/10.1016/j.jbusres.2022.04.065 Cheng, Z., Plangger, K., Cai, F., Campbell, C.L. and Pitt, L., (2023). Charting value creation strategies B2B salespeople use throughout the sales process: learning from social media influencers. European Journal of Marketing, 57(3), 718-744. https://doi.org/10.1108/EJM-11-2021-0922. Claro, D.P., Ramos, C. and Palmatier, R.W., (2024). Dynamic and global drivers of salesperson effectiveness. Journal of the Academy of Marketing Science, 52(2), pp.399-425. https://doi.org/10.1007/s11747-023-00954-2. Colombelli, A., D’Amico, E., & Paolucci, E. (2023a). When computer science is not enough: universities knowledge specializations behind artificial intelligence startups in Italy. The Journal of Technology Transfer, 48(5), 1599-1627. https://doi.org/10.1007/s10961-023-10029-7 Colombelli, A., Paolucci, E., Raguseo, E. and Elia, G., (2023b). The creation of digital innovative start-ups: the role of digital knowledge spillovers and digital skill endowment. Small Business Economics, 1-21. https://doi.org/10.1007/s11187-023-00789-9 Connected Commerce Council (2022). New Research: European Small Businesses Benefit from Digital Safety Net. Available at: https://connectedcouncil.org/new-research-european-small-businesses-benefit-from-digital-safety-net/ . Accessed on 2/10/2022. Corsaro, D., & Anzivino, A. (2021). Understanding value creation in digital context: An empirical investigation of . Marketing Theory, 21(3), 317–349. https://doi.org/10.1177/14705931211001542 Corsaro, D., & D’Amico, V. (2022). How the digital transformation from COVID-19 affected the relational approaches in . Journal of Business and Industrial Marketing, 37(10), 2095–2115. https://doi.org/10.1108/JBIM-05-2021-0266 Crisafulli, B., Quamina, L. T., & Singh, J. (2022). Competence is power: How digital influencers impact buying decisions in markets. Industrial Marketing Management, 104(7), 384–399. https://doi.org/10.1016/j.indmarman.2022.05.006 Cynergy Bank (2023). Annual Reports 2018-2023. Available from : https://www.cynergybank.co.uk/about-us/company-performance. Accessed 17 December, 2024. Delbaere, M., Michael, B. and Phillips, B. (2021), “Social media influencers: a route to brand engagement for their followers”, Psychology and Marketing, Vol. 38 No. 1, 101-112. /doi.org/10.1016/j.indmarman.2022.05.006 . Denning, S (2021), Why digital transformation are failing. Forbes, Available at : https://www.forbes.com/sites/stevedenning/2021/05/23/why-digital-transformations-are-failing/?sh=3baa5f8e7617. Accessed: May 23, 2023. Digitally Driven (2020). U.S. small businesses find a digital safety net during COVID-19. Report. Connected Commerce. Available at: https://connectedcouncil.org/wp-content/uploads/2020/09/Digitally-Driven-Report.pdf. Accessed 15 May 2022. Digitally Driven (2022). European Small businesses find a digital safety net during Covid-19. Report. Connected Commerce. Available at: https://datacatalyst.org/wp-content/uploads/2021/03/Digitally-Driven-Europe-compressed.pdf. Accessed 15 May 2024. Dubinsky, A. J. (1981). A factor analytic study of the personal selling process. Journal of Personal Selling and Sales Management, 1(1), 26–33. https://doi.org/10.1080/08853134.1981.10754192 D’Haen, J., & Van den Poel, D. (2013). Model-supported business-to-business prospect prediction based on an iterative customer acquisition framework. Industrial Marketing Management, 42(4), 544-551. DOI: 10.1016/j.indmarman.2013.03.006.Ebsta (2024). 2024 B2B sales benchmarks. Insights from $54 billion revenue. Available at: https://www.ebsta.com/wp-content/uploads/2024/02/B2B-Sales-Benchmarks-2024_.pdf?utm_source=tldrfounders Eggert, A., Kleinaltenkamp, M., & Kashyap, V. (2019). Mapping value in business markets: An integrative framework. Industrial Marketing Management, 79, 13-20. https://doi.org/10.1016/j.indmarman.2019.03.004. Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: What are they? Strategic Management Journal, 21(10-11), 1105-1121. https://doi.org/10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E Etikan, I. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11 European Commission (2024). Communication from the comission to the Europea parliament, the council, the European economic and social committee and the committee of the regions. Available at: https://eur-lex.europa.eu/legal-content Farquhar, J., Michels, N. and Robson, J., (2020). Triangulation in industrial qualitative case study research: Widening the scope. Industrial Marketing Management, 87, pp.160-170. https://doi.org/10.1016/j.indmarman.2020.02.001 Financial Times (2024). Digital transformation drives gains for IT and software groups. Available at: https://www.ft.com/content/606bab2e-dadf-4e51-9141-e37450909540?utm_source=chatgpt.com Fraccastoro, S., Gabrielsson, M., & Pullins, E. B. (2021). The integrated use of social media, digital, and traditional communication tools in the sales process of international SMEs. International Business Review, 30(4). https://doi.org/10.1016/j.ibusrev.2020.101776 Friend, S. B., Mangus, S. M., Pullins, E. B., Davis, L., & Gilstrap, C. M. (2024). Conceptualizing an integrative typology of sales enablement strategy. Journal of Personal Selling & Sales Management, 1-18. https://doi.org/10.1080/08853134.2024.2340033 Friess, M., Haumann, T., Alavi, S., Oproiescu, A.I., Schmitz, C. and Wieseke, J., (2024). The contingent effects of innovative digital sales technologies on B2B firms’ financial performance. International Journal of Research in Marketing, 41 (4) 703-723 https://doi.org/10.1016/j.ijresmar.2024.05.004 Ganotakis, P., Angelidou, S., Saridakis, C., Piperopoulos, P. and Dindial, M., (2023). Innovation, digital technologies, and sales growth during exogenous shocks. Technological Forecasting and Social Change, 193, 122656. https://doi.org/10.1016/j.techfore.2023.122656. Gartner. (2021). New buying journey & its implaction for sales. buying process has changed, and your sales strategy must, too. Available at: The New Buying Process | Gartner Gartner. (2022). buyers’ behaviour requires marketing and sales alignment. Available at: Gartner Blog Network Gartner. (2023). Market Guide for Sales Engagement Applications. Available at: https://www.gartner.com/document/4215499?ref=solrAll&refval=372316380. Accessed in 18.07.2023. Gibbs, G. R. (2007). Thematic coding and categorizing. Analyzing qualitative data, 703, 38-56. https://doi.org/10.4135/9781849208574.n4. Gioia, D. A., Corley, K. G., & Hamilton, A. L. (2013). Seeking qualitative rigor in inductive research: Notes on the Gioia methodology. Organizational Research Methods, 16(1), 15–31. https://doi.org/10.1177/1094428112452151 Guenzi, P., & Habel, J. (2020). Mastering the digital transformation of sales. California Management Review, 62(4), 57-85. https://doi.org/10.1177/0008125620931857. Guesalaga, R. (2016). The use of social media in sales: Individual and organizational antecedents, and the role of customer engagement in social media. Industrial Marketing Management, 54, 71-79. https://doi.org/10.1016/j.indmarman.2015.12.002 Hallikainen, H., Savimäki, E., & Laukkanen, T. (2020). Fostering B2B sales with customer big data analytics. Industrial Marketing Management, 86, 90-98. https://doi.org/10.1016/j.indmarman.2019.12.005. Hartmann, N. N., & Lussier, B. (2020). Managing the sales force through the unexpected exogenous COVID-19 crisis. Industrial Marketing Management, 88, 101–111. https://doi.org/10.1016/j.indmarman.2020.05.005. Hartmann, N. N., & Lussier, B. (2020). Managing the sales force through the unexpected exogenous COVID-19 crisis. Industrial Marketing Management. Ho, S. J., & Chang, H. W. (2022). Impacts of sharing business on production, sales, and rental markets. International Journal of Production Economics, 248, 108478. https://doi.org/ 10.1016/j.ijpe.2022.108478 Høgevold, N., Rodriguez, R., Svensson, G. and Otero-Neira, C., (2024). Salespeople’s sales performance skills in B2B of services firms–a cross-industrial study. European Business Review, 36(2), pp.201-224. https://doi.org/10.1108/EBR-03-2023-0089 International Edition. Oxford University Press: United Kingdom, 3-24. Itani, O. S., Badrinarayanan, V., & Rangarajan, D. (2023). The impact of business-to-business salespeople’s social media use on value co-creation and cross/up-selling: The role of social capital. European Journal of Marketing, 57(3), 683-717. https://doi.org/10.1108/EJM-11-2021-0916. Jang, S. and Nemeh, A., (2017). Salespeople knowledge search behavior and sales performance: An investigation of printing equipment industry. Technological Forecasting and Social Change, 120, 323-333. https://doi.org/10.1016/j.techfore.2016.07.028. Järvinen, J., & Taiminen, H. (2016). Harnessing marketing automation for content marketing. Industrial Marketing Management, 54, 164–175. https://doi.org/10.1016/j.indmarman.2015.07.002 Karampela, M., Lacka, E., & McLean, G. (2020). “Just be there”: Social media presence, interactivity, and responsiveness, and their impact on relationships. European Journal of Marketing, 54(6), 1281-1303. https://doi.org/10.1108/EJM-03-2019-0231 Kauffman, R., & Pointer, L. (2022). Impact of digital technology on velocity of buyer-supplier relationship development. Journal of Business and Industrial Marketing, 37(7), 1515–1529. https://doi.org/10.1108/JBIM-07-2020-0326 Ketokivi, M., & Mantere, S. (2010). Two strategies for inductive reasoning in organizational research. In Source: The Academy of Manage https://doi.org/10.5465/amr.2010.48463336. Kramer, V. and Krafft, M., (2023). When and how information and communication technology orientation affects salespeople’s role stress: the interplay of salesperson characteristics and environmental complexity. European Journal of Marketing, 57(3), 659-682. https://doi.org/10.1108/EJM-11-2021-0917 Krijestorac, H., Garg, R., & Konana, P. (2021). Decisions Under the Illusion of Objectivity: Digital Embeddedness and B2B Purchasing. Production and Operations Management, 30(7), 2232-2251. https://doi.org/10.1111/poms.13363. Kumar, R., & Srivastava, V. (2022). Modelling factors of social media usage by salespersons: an emerging market study. Journal of Business & Industrial Marketing, 37(11), 2315-2331. https://doi.org/10.1108/JBIM-04-2021-0235. Lauzi, F., Westphal, J., Rangarajan, D., Schaefers, T., Parra-Merono, M.C. and De-Juan-Vigaray, M.D.(2023). Understanding sales enablement in complex B2B companies: Uncovering similarities and differences in a cross-functional and multi-level case study. Industrial Marketing Management, 108, 47-64. https://doi.org/10.1016/j.indmarman.2022.11.008 Li, T. and Calantone, R.J., (1998). The impact of market knowledge competence on new product advantage: conceptualization and empirical examination. Journal of marketing, 62(4), pp.13-29. https://doi.org/10.1177/002224299806200402. Li, W., Liu, K., Belitski, M.’ Ghobadian, A., & O'Regan, N. (2016). e-Leadership through strategic alignment: An empirical study of small-and medium-sized enterprises in the digital age. Journal of Information Technology, 31, 185-206. https://doi.org/10.1057/jit.2016.10. Loro, C., & Mangiaracina, R. (2022). The impact of e-marketplace on the B2B relationships. Industrial Management and Data Systems, 122(1), 37–54. https://doi.org/10.1108/IMDS-11-2020-0651 Luborsky, MR & Rubinstein, RL, (1995). Sampling in qualitative research: rationale, issues and methods, Research on Aging, 17, 89–113. https://doi.org/10.1177/016402759517100 Mai, E. (Shirley), & Liao, Y. (2022). The interplay of word-of-mouth and customer value on B2B sales performance in a digital platform: an expectancy value theory perspective. Journal of Business and Industrial Marketing, 37(7), 1389–1401. https://doi.org/10.1108/JBIM-05-2021-0269 Marcos Cuevas, J. (2018). The transformation of professional selling: Implications for leading the modern sales organization. Industrial Marketing Management, 69, 198–208. https://doi.org/10.1016/j.indmarman.2017.12.017 Marshall, G. W., Moncrief, W. C., Rudd, J. M., & Lee, N. (2012). Revolution in sales: The impact of social media and related technology on the selling environment. Journal of Personal Selling & Sales Management, 32(3), 349-363. https://doi.org/10.2753/PSS0885-3134320305. Mattila, M., Yrjölä, M., & Hautamäki, P. (2021). Digital transformation of business-to-business sales: what needs to be unlearned?. Journal of Personal selling & sales Management, 41(2), 113-129. https://doi.org/10.1080/08853134.2021.1916396. McClure, C. E., Epler, R. T., Schmitt, L., & Rangarajan, D. (2024). AI in sales: Laying the foundations for future research. Journal of Personal Selling & Sales Management, 44(2), 108-127. https://doi.org/10.1080/08853134.2024.2329905 McKenney, M. J., & Handley, H. A. (2020). Using the DSRM to develop a skills gaps analysis model. IEEE Engineering Management Review, 48(4), 102-119. Menguc, B. & Auh, S., 2006. Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness. Journal of the academy of marketing science, 34(1), pp.63-73. https://doi.org/10.1177/0092070305281090. Micallef, M., Keränen, J. & Kokshagina, O., (2024). Understanding the consequences of digital technology use in sales: multilevel tensions inside sales organizations. Journal of Personal Selling & Sales Management, 44(1), pp.84-99. https://doi.org/10.1080/08853134.2022.2159422 Moncrief, W. C. (2017). Are sales as we know it dying … or merely transforming? Journal of Personal Selling and Sales Management, 37(4), 271–279. https://doi.org/10.1080/08853134.2017.1386110 Morgan, N.A., (2012). Marketing and business performance. Journal of the academy of marketing science, 40, pp.102-119. https://doi.org/10.1007/s11747-011-0279-9. Mukhopadhyay, S., Terho, H., Singh, R. and Rangarajan, D., (2025). Enhancing B2B sales through digital transformation: Insights into effective sales enablement. Industrial Marketing Management, 125, pp.29-47. https://doi.org/10.1016/j.indmarman.2023.05.012. Mullins, R., & Agnihotri, R. (2022). Digital selling: organizational and managerial influences for frontline readiness and effectiveness. Journal of the Academy of Marketing Science, 50(4), 800–821. https://doi.org/10.1007/s11747-021-00836-5 Nguyen, P.H., Hsu-Hao, L. and Nguyen, L.A.T., (2024). The Role of Technology and New Equipment in the Sales Performance of SMEs: An Empirical Research in Emerging Country. Journal of the Knowledge Economy, .1-23. https://doi.org/10.1007/s13132-024-02208-0 OECD (2021), The Digital Transformation of SMEs, OECD Studies on SMEs and Entrepreneurship, OECD Publishing, Paris, https://doi.org/10.1787/bdb9256a-en. OECD (2024), OECD Going Digital Toolkit. Available at: https://goingdigital.oecd.org/indicator/25 Ohiomah, A., Andreev, P., Benyoucef, M., & Hood, D. (2019). The role of lead management systems in inside sales performance. Journal of Business Research, 102, 163–177. https://doi.org/10.1016/j.jbusres.2019.05.018 Oliveira, F.G.D., Belitski, M., Kakabadse, N. and Theodorakopoulos, N., (2024). Unveiling the potential of digital human avatars in modern marketing strategies. International Marketing Review. https://doi.org/10.1108/IMR-12-2023-0339 Optomed (2024). Optomed Annual Reports. Available at : https://www.optomed.com/investors/annual-reports/ Accessed 12 December 2024 Paschen, J., Paschen, U., Pala, E., & Kietzmann, J. (2021). Artificial intelligence (AI) and value co-creation in sales: Activities, actors, and resources. Australasian Marketing Journal, 29(3), 243–251. https://doi.org/10.1016/j.ausmj.2020.06.004 Peterson, R., Sheth, J.N., & Raju, J.S. (2021b). The dynamic sales force: Integrating marketing and sales. Journal of Marketing, 85(2), 1-23. Peterson, R.M., Malshe, A., Friend, S.B. and Dover, H., (2021a). Sales enablement: Conceptualizing and developing a dynamic capability. Journal of the Academy of Marketing Science, 49, 542-565. https://doi.org/10.1007/s11747-020-00754-y. Prebil, M., & McCarthy, A. (2018). Building Better Degrees Using Industry Certifications: Lessons from the Field. New America.ERIC Collections, ED590764. Available from: https://eric.ed.gov/?id=ED590764 Pullins, E., Tarafdar, M., & Pham, P. (2020). The dark side of sales technologies: How technostress affects sales professionals. Journal of Organizational Effectiveness: People and Performance, 7(3), 297-320. https://doi.org/10.1108/JOEPP-04-2020-0045. Ramos, C., Claro, D. P., & Germiniano, R. (2023). The effect of inside sales and hybrid sales structures on customer value creation. Journal of Business Research, 154. https://doi.org/10.1016/j.jbusres.2022.113343 Rangarajan, D., Dugan, R., Rouziou, M. and Kunkle, M., (2020). People, process, and performance: Setting an agenda for sales enablement research. Journal of Personal Selling & Sales Management, 40(3), pp.213-220. https://doi.org/10.1080/08853134.2020.1761822. Robinson, O.C., (2014). Sampling in interview-based qualitative research: A theoretical and practical guide. Qualitative research in psychology, 11(1), pp.25-41. https://doi.org/10.1080/14780887.2013.801543 Román, S., & Rodríguez, R. (2015). The influence of sales force technology use on outcome performance. Journal of Business and Industrial Marketing, 30(6), 771–783. https://doi.org/10.1108/JBIM-01-2015-0001 Rose, S., Fandel, D., Saraeva, A., & Dibley, A. (2021). Sharing is the name of the game: Exploring the role of social media communication practices on B2B customer relationships in the life sciences industry. Industrial Marketing Management. 93 (108), 52-62. https://doi.org/10.1016/j.indmarman.2020.12.013 Rouziès, D., Anderson, E., Kohli, A. K., Michaels, R. E., Weitz, B. A., & Zoltners, A. A. (2005). Sales and marketing integration: A proposed framework. Journal of Personal Selling & Sales Management, 25(2), 113-122. https://doi.org/10.1080/08853134.2005.10749056. Rusthollkarhu, S., Toukola, S., Aarikka-Stenroos, L., & Mahlamäki, T. (2022). Managing B2B customer journeys in digital era: Four management activities with artificial intelligence-empowered tools. Industrial Marketing Management, 104, 241–257. https://doi.org/10.1016/j.indmarman.2022.04.014 Saldaña, J., & Omasta, M. (2016). Qualitative research: Analyzing life. Sage Publications. Singh, J., Flaherty, K., Sohi, R. S., Deeter-Schmelz, D., Habel, J., le Meunier-FitzHugh, K., Malshe, A., Mullins, R., & Onyemah, V. (2019). Sales profession and professionals in the age of digitization and artificial intelligence technologies: concepts, priorities, and questions. Journal of Personal Selling and Sales Management, 39(1), 2–22. https://doi.org/10.1080/08853134.2018.1557525 Strauss, AL & Corbin, J 1998, Basics of qualitative research: techniques and procedures for developing grounded theory, Sage, London. Syam, N., & Sharma, A. (2018). Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice. Industrial Marketing Management, 69, 135–146. https://doi.org/10.1016/j.indmarman.2017.12.019 Teece, D.J., Pisano, G. and Shuen, A. (1997) 'Dynamic capabilities and strategic management', Strategic Management Journal, 18(7), pp. 509–533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z Terho, H., Giovannetti, M., & Cardinali, S. (2022). Measuring social selling: Key activities, antecedents, and performance outcomes. Industrial Marketing Management, 101, 208–222. https://doi.org/10.1016/j.indmarman.2021.12.016 Thaichon, P., Surachartkumtonkun, J., Quach, S., Weaven, S. and Palmatier, R.W., (2018). Hybrid sales structures in the age of e-commerce. Journal of Personal Selling & Sales Management, 38(3), pp.277-302. https://doi.org/10.1080/08853134.2018.1441718 Upreti, B. R., Huhtala, J. P., Tikkanen, H., Malo, P., Marvasti, N., Kaski, S., ... & Mattila, P. (2021). Online content match-making in B2B markets: Application of neural content modeling. Industrial Marketing Management, 93, 32-40. https://doi.org/10.1016/j.indmarman.2020.12.012 Wengler, S., Hildmann, G. and Vossebein, U., (2021). Digital transformation in sales as an evolving process. Journal of Business & Industrial Marketing, 36(4), 599-614. . Ying, Y., Feinberg, F. and Wedel, M., (2006). Leveraging missing ratings to improve online recommendation systems. Journal of marketing research, 43(3), pp.355-365. https://doi.org/10.1509/jmkr.43.3.355. Zheng, Y.H., Shi, G., Zhong, H., Liu, M.T. and Lin, Z.,. (2023). Motivating strategic front-line employees for innovative sales in the digital transformation era: The mediating role of salesperson learning. Technological Forecasting and Social Change, 193, 122593. https://doi.org/10.1016/j.techfore.2023.122593.