Adam Rapp

TL;DR: Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit.

TL;DR: In this paper, the authors focus on the impact of leadership empowerment behavior on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability, and propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness.

TL;DR: In this article, the authors examined how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM) and found that these two resources have an interactive effect on the formation of a firmlevel capability that is shown to positively relate to customer relationship performance.

TL;DR: In this paper, the authors proposed a contagion effect of social media use across business suppliers, retailers, and consumers, and tested social media contagion effects and their ultimate impact on multiple performance measures.

TL;DR: In this article, the role of social media in the sales force and the sales process is discussed, and four business strategies to determine who "owns" social media within an organization are discussed.