The quality of sales manager: salesperson exchanges perspective under problem resolution conditions

Nick J. Lee, John W. Cadogan, Geoffrey R. Durden, Vijaya Thyil

Research output: Contribution to conferencePaper

Abstract

Building on social exchange theory and qualitative inquiry, managerial responsiveness, caring, and aggressiveness were uncovered as three key social exchange dimensions used by sales managers when dealing with problem situations in the salesforce. We used Australian data to develop measures of these three constructs. Results of the development process indicate that the measures show good validity. Further to this, we also provide examination of the relationship of the three exchange dimensions with key organizational outcomes. Overall the findings suggest that the three constructs are important in sales manager problem resolution exchanges, and that they may ultimately influence the success of sales organizations.
Original languageEnglish
Number of pages7
Publication statusPublished - 2004
EventAustralian and New Zealand Marketing Academy Conference 2004 - Wellington, New Zealand
Duration: 4 Dec 20046 Dec 2004

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference 2004
Abbreviated titleANZMAC
CountryNew Zealand
CityWellington
Period4/12/046/12/04

Bibliographical note

© 2004 The Authors

Keywords

  • sales management
  • measurement
  • social exchange
  • problem resolution

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