The Role of Trust in Salesperson—Sales Manager Relationships

Karen E. Flaherty · James M. Pappas

187 citations0/0 files storedJournal of Personal Selling and Sales Management

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Job Satisfaction and Organizational Behavior Employee Performance and Management Customer Service Quality and Loyalty

Abstract

Leader-Member Exchange Theory (LMX) offers a way to better understand nuances of the salesperson-sales manager relationship. The study reported here employs leader-member exchange theory to evaluate how sales employees develop trust with their managers. Findings show that salespeople's perceptions of procedural justice positively influence salespeople's commitment to the organization, and thereby their satisfaction with the job. Suggestions are provided concerning how sales organizations can train managers to manage consistently and thereby build trust and commitment in salespeople.

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References

1994The Commitment-Trust Theory of Relationship Marketing 2017Exchange and Power in Social Life 1965Exchange and Power in Social Life.1998Not So Different After All: A Cross-Discipline View Of Trust 1987Developing Buyer-Seller Relationships 1995Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1988The Social Psychology of Procedural Justice

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