Salesforce automation, perceived information accuracy and user satisfaction

Purpose – This paper examines how perceptions about salesforce automation (SFA) systems are influenced by the perceived accuracy of the information the system provides.Design/methodology/approach – Three hypotheses are tested. They are as follows. Sales people who perceive that the information is inaccurate will be less likely to: have a positive perception of the system; think that their training was helpful; and think that the system improves their productivity. Chi‐square tests are used to test the association between the perceptions of information accuracy and the statements in the hypotheses.Findings – Negative perceptions about the accuracy of information leads to negative perceptions about other aspects of the SFA system.Research limitations/implications – This study examines the results for only one particular organization. The results may not be generalizable to other organizations. As similar data about other SFA systems become available, this study can be used as a basis for examining the effec...