Leadership and Management Performance

REFERENCES

• Anderson , J. C. and Narus , J. A. 1990 . A model of distributor firm and manufacturing firm working partnerships . Journal of Marketing , 48 ( January ) : 42 – 58 .
   Google Scholar
• Bachrach , B. 1995 . Trust me . Selling Power , 15 ( 3 ) April : 58 – 59 .
   Google Scholar
• Bacon , T. 2003 . Helping people change . Industrial and Commercial Training , 35 ( 2 )
   Google Scholar
• Bitran , G. and Hoech , J. 1990 . The humanization of service: Respect at the moment of truth . Sloan Management Review , 31 ( 4 ) : 89 – 96 .
   Google Scholar
• Bowen , D. E. and Lawler , E. E. 1992 . The empowerment of service workers: What, why, how and when . Sloan Management Review , 33 ( 3 ) : 31 – 39 .
   PubMedGoogle Scholar
• Brocato , R. 2003 . Coaching for improvement: An essential role for team leaders and managers . Journal for Quality and Participation , 26 ( 1 )
   Google Scholar
• Carter , T. 1997 . Contemporary sales force management , Binghamton, New York : Haworth Press .
   Google Scholar
• Carter , T. 2003 . Sales force management: A contemporary approach , New Delhi : JAICO Press .
   Google Scholar
• Castleberry , S. and Shepherd , C. D. 1993 . Effective interpersonal listening and personal selling . Journal of Personal Selling and Sales Management , 13 ( 1 )
   Google Scholar
• Comer , L. and Drollinger , T. 1999 . Active empathetic listening and selling success: A conceptual framework . Journal of Personal Selling and Sales Management , 19 ( 1 ) : 15
   Google Scholar
• Freas , A. and Sherman , S. 2004 . Wild west of executive coaching . Harvard Business Review , 84 ( 11 )
   Google Scholar
• Fournier , S. and Mack , D. 1999 . Rediscovering satisfaction . Journal of Marketing , 63 ( October ) : 5 – 23 .
   Google Scholar
• Galford , R. and Drapeau , A. 2003 . The enemies of trust . Harvard Business Review , 81 ( 2 ) : 89 – 95 .
   Web of Science ®Google Scholar
• Heskett , J. , Sasser , W. and Hart , C. 1990 . Service breakthroughs: Changing the rules of the game , New York : Free Press .
   Google Scholar
• Joni , S.-N. 2004 . The geography of trust . Harvard Business Review , 82 ( 3 ) : 82 – 88 .
   PubMed Web of Science ®Google Scholar
• Nielson , C. 1998 . An empirical examination of the role of closeness in industrial buyer-seller relationships . European Journal of Marketing , 32 ( 5/6 ) : 441 – 463 .
   Google Scholar
• Nussbaum , B. 2002 . Can You Trust Anybody Anymore . Fortune , January 18 : 30 – 32 .
   Google Scholar
• Oliver , R. 1997 . “ Satisfaction ” . Boston : McGraw-Hill .
   Google Scholar
• Oliver , R. 1999 . Whence came loyalty . Journal of Marketing , 63 : 33
   Web of Science ®Google Scholar
• Parasuraman , A. and Grewal , D. 2000 . The impact of technology on the quality-value-loyalty chain: A research agenda . Journal of the Academy of Marketing Science , 28 ( 1 ) : 168
   Web of Science ®Google Scholar
• Prisbell , M. 1995 . Strategies for maintaining relationships and self-related competence in ongoing relationships . Psychological Reports , February : 63
   Google Scholar
• Rackham , N. , Honey , P. , Colbert , M. , Fields , R. , Hinson , D. Morgran , T. 1971 . Developing interactive skills , Northhampton, , UK : Wellens Publishing .
   Google Scholar
• Reichheld , F. 2003 . Lead for loyalty . Harvard Business Review , 81 ( July/August ) : 76 – 84 .
   Google Scholar
• Stiglitz , J. 2003 . The roaring nineties , New York : Norton .
   Google Scholar
• Thomke , S. and VonHippel , E. 2002 . Customers as innovators: A new way to create value . Harvard Business Review , 80 ( 4 ) : 74 – 81 .
   PubMed Web of Science ®Google Scholar
• Ulwick , A. 2002 . Turn Customer Input Into Innovation . Harvard Business Review , 80 ( 1 ) : 91 – 97 .
   PubMed Web of Science ®Google Scholar
• Weiss , A. , Anderson , E. and MacInnis , D. 1993 . Reputation management as a motivation for sales structure decisions . Journal of Marketing , 63 ( October ) : 74 – 89 .
   Google Scholar
• Zak , A. 1995 . Recollection of trusting and nontrusting behaviors in intimate relationships . Psychological Reports , June : 1194
   Google Scholar
• Zand , D. 1972 . Trust and managerial problem solving . Administrative Science Quarterly , 17 : 229 – 239 .
   Web of Science ®Google Scholar
• Zeithaml , A. , Parasuraman , A. and Berry , L. 1990 . Delivering quality service: Balancing customer perceptions and expectations , New York : Free Press .
   Google Scholar