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Benchmarking sales staffing efficiency in dealerships using extended data envelopment analysis

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  • Gonzalez-Padron, Tracy
  • Akdeniz, M. Billur
  • Calantone, Roger J.

Abstract

This study presents an approach to benchmark dealer performance in a business-to-business setting through a rigorous efficiency analysis of sales staff allocation. Using a series of basic and extended data envelopment analysis (DEA) models on data collected from a survey of self-reported financial and statistical information, this research assesses dealer efficiency and compares the efficiency scores to traditional financial benchmarking. Findings support the minimization of outsourcing services that are customer interactive and highly specific to a transaction to differentiate the dealer from its competition. Integrating the results from DEA models, manufacturers obtain a comprehensive view of allocating sales staff to increase dealer efficiency and generating a complementary approach to traditional financial ratio benchmarking in determining best practices to other dealers.

Suggested Citation

  • Gonzalez-Padron, Tracy & Akdeniz, M. Billur & Calantone, Roger J., 2014. "Benchmarking sales staffing efficiency in dealerships using extended data envelopment analysis," Journal of Business Research, Elsevier, vol. 67(9), pages 1904-1911.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:9:p:1904-1911
    DOI: 10.1016/j.jbusres.2013.11.022
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    Cited by:

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    2. Pedro Moskovics & Peter Wanke & Yong Tan & Ali Meftah Gerged, 2024. "Market structure, ESG performance, and corporate efficiency: Insights from Brazilian publicly traded companies," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 241-262, February.
    3. Wind, Anke & Lobo, Mariana Fernandes & van Dijk, Joris & Lepage-Nefkens, Isabelle & Laranja-Pontes, José & da Conceição Gonçalves, Vítor & van Harten, Wim & Rocha-Gonçalves, Francisco Nuno, 2016. "Management and performance features of cancer centers in Europe: A fuzzy-set analysis," Journal of Business Research, Elsevier, vol. 69(11), pages 5507-5511.
    4. Yu, Ming-Miin & Chen, Li-Hsueh & Hsiao, Bo, 2016. "A fixed cost allocation based on the two-stage network data envelopment approach," Journal of Business Research, Elsevier, vol. 69(5), pages 1817-1822.

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