The effect of trust on customer contact personnel strategic behavior and sales performance in a service environment

被引:27
作者
Pappas, James M. [1 ]
Flaherty, Karen E. [1 ]
机构
[1] Oklahoma State Univ, Spears Sch Business, Stillwater, OK 74078 USA
关键词
trust; communication; management control systems; strategic behaviors;
D O I
10.1016/j.jbusres.2007.09.017
中图分类号
F [经济];
学科分类号
02 ;
摘要
The involvement of customer contact personnel in the strategy process is a largely unexplored area in both marketing and strategic management. Based on social exchange theory, and in particular, the notion of trust within this context, we examine the nature and extent of strategy participation exhibited by customer contact personnel. Exploring dyadic relationships we found that the extent to which contact personnel trust their supervisors positively influence their willingness to participate in strategic activities. Furthermore, we found that communication and information sharing moderate the relationship between trust and strategic activities. Thus, the more contact personnel are involved in the strategic process, the more likely supervisors are to rate the contact person's selling performance as high. (C) 2007 Elsevier Inc. All rights reserved.
引用
收藏
页码:894 / 902
页数:9
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