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Creating Discursive Channels: Generating and Disseminating Impactful Research Insights into the Strategic Sales Enablement of Retail Technology

Research output: Contribution to journalArticlepeer-review

Matteo Montecchi, Francesca Bonetti, Kirk Plangger, Hope Jensen Schau

Original languageEnglish
Accepted/In press4 Aug 2022


  • Montecchi et al 2022_EJM

    Montecchi_et_al_2022_EJM.pdf, 457 KB, application/pdf

    Uploaded date:17 Aug 2022

    Version:Accepted author manuscript

King's Authors


To meet the complex technology needs of retail clients, technology providers must work in a close partnership with their clients and co-envisage a strategic vision for the role that technology should play in the client’s value chain. However, many providers lack the sales capabilities needed to do this. This article examines the need for providers to transition from transaction-oriented to solution selling-oriented approaches. To do so, the article explores the impact outcomes of a knowledge-exchange intervention co-designed with a partner from industry. Building on empirical insights from an ongoing research programme that examines retail technology implementations, we developed a knowledge exchange intervention consisting of (1) planning discursive channels, (2) co-defining the scope, (3) co-developing knowledge, (3) executing the intervention and (5) assessing impact outcomes. Discursive channels—multi-lateral communication channels that allow researchers to work collaboratively with the research partner and other stakeholders—emerge as a critical knowledge-exchange mechanism to generate impact outcomes. The knowledge-exchange intervention provides impact by enabling the industry partner to establish cross-functional solutions teams, assess retail clients’ technological needs, aid decision-making, define barriers to implementation and develop a coaching approach to support clients’ technological investments. Impact outcomes vary in magnitude, intensity, scope and duration and can also be unintentional where unplanned changes are embedded into practice. The impact framework offers a roadmap to orchestrate impact outcomes that emerge from academic enquiries.

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