When The Going Gets Tough, The Tough Get Dynamic: How Key Account Managers Use Adaptive Behavior In The Management Of Conflicts

PROCEEDINGS OF THE 2010 ACADEMY OF MARKETING SCIENCE (AMS) ANNUAL CONFERENCE（2015）

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摘要

Key account managers have to manage a range of interpersonal relationships inside their organization, sometimes leading to conflict. This research investigates the complex behavioural sequences they adopt. We find that conflict incidents do not occur in isolation and that a combination of behaviours is used to manage them.

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关键词

Conflict Management, Sales Management, Interpersonal Conflict, Task Conflict, Personal Selling

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