Pursuing Success In Service Recovery: A Conceptual Framework Of Salesperson’s Power In Selling Centre | Prabakar Kothandaraman, Raj Agnihotri & Rebecca E. Dingus

In this paper, we theoretically explore the nature of socio-structural ties that exist among selling centre members in helping a salesperson perform better in managing customers, especially during the service recovery phase while dealing with their major accounts. Drawing on literature from service recovery, social network analysis, and sales management, we propose a conceptual model involving a salesperson?s power within the selling centre network structure. We also outline some key personal and structural variables that would influence a salesperson?s power. Propositions outlining the relationship between salesperson?s power and service recovery success are developed. Implications for practice are also discussed.