The impact of strategic account managers' behaviors on relational outcomes: An empirical study

Paolo Guenzi, Laurent Georges and Catherine Pardo ()
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Paolo Guenzi: Bocconi University [Milan, Italy]
Laurent Georges: UT3 - Université Toulouse III - Paul Sabatier - UT - Université de Toulouse
Catherine Pardo: EM - EMLyon Business School

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Abstract: This paper explores the impact of some behaviors of strategic account managers on the relational outcomes of the relationships they are in charge of. Based on a review of literature on personal selling and strategic account management, we contribute to a greater understanding of the role of specific strategic account managers' behaviors in fostering synergistic solutions, role performance and customer trust. Results of the empirical study clearly show that the use of customer orientation has a strong influence on customer trust by increasing strategic account managers' role performance and stimulating synergistic solutions. Conversely, a selling orientation negatively affects synergistic solutions, thus decreasing customer trust. Finally, team selling has a positive impact on the attainment of synergistic solutions, thereby fostering customer trust. Based on these findings, managerial and research implications are discussed.

Keywords: Relational behaviors; Strategic account managers; Customer trust; Synergistic solutions; Team selling; PLS (search for similar items in EconPapers)
Date: 2010-04-01
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Published in Industrial Marketing Management, 2010, 38 (3), 300-311 p. ⟨10.1016/j.indmarman.2007.09.011⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02312450

DOI: 10.1016/j.indmarman.2007.09.011

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