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


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.

Divisions: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
College of Business and Social Sciences > Aston Business School
Additional Information: © 2004 The Authors
Event Title: Australian and New Zealand Marketing Academy Conference 2004
Event Type: Other
Event Dates: 2004-12-04 - 2004-12-06
Uncontrolled Keywords: sales management,measurement,social exchange,problem resolution
Last Modified: 08 Jul 2024 08:29
Date Deposited: 26 Oct 2009 14:42
PURE Output Type: Paper
Published Date: 2004
Authors: Lee, Nick J. (ORCID Profile 0000-0002-6209-0262)
Cadogan, John W.
Durden, Geoffrey R.
Thyil, Vijaya



Version: Accepted Version

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