Are mobile devices a blessing or a curse? Effects of mobile technology use on salesperson role stress and job satisfaction

In: The journal of business & industrial marketing, Band 33, Heft 5, S. 651-664

Abstract

Purpose
Mobile technologies have become indispensable in sales. However, there is a lack of agreement about whether mobile technology use facilitates the sales job or contributes to the salesperson's stress and reduced job satisfaction. To address this controversy, this study aims to examine the effect of mobile technology use (smartphones, laptop computers and tablets) on salespeople's role stress and job satisfaction.


Design/methodology/approach
Hypotheses are tested using responses of 265 sales employees working for a broad range of industries in Spain.


Findings
This study shows that mobile technology use during working hours has a positive effect on job satisfaction through a mediating process that involves role stress. In addition, the impact of mobile technology use on role stress is strengthened by technological compatibility.


Originality/value
The current study extends previous research by moving beyond a focus on technology-centric outcomes (i.e. sales performance) to understanding broader, more psychological outcomes, namely, role stress and job satisfaction. Importantly, previous research reporting that salespeople feel "plugged in" to a device all day have not made the distinction about when the mobile device is used. One important difference in this study is that it exclusively focuses on mobile technology use during working hours.