Account Managers Creation of Social Capital: Communal and Instrumental Investments and Performance Implications

45 Pages Posted: 20 Mar 2004

See all articles by Willem Verbeke

Willem Verbeke

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)

Frank Belschak

University of Cologne - Department of Economics

Stefan Wuyts

Catholic University of Leuven (KUL); Erasmus Research Institute of Management (ERIM)

Richard P. Bagozzi

University of Michigan, Stephen M. Ross School of Business

Date Written: 19 2004 1,

Abstract

Account managers invest in two distinct, compensatory social ties to achieve social capital, namely peripheral knowledge ties and implementation support ties. The first ties require communal investments, which consist of organizational citizenship behaviors and peripheral information sharing. The second ties require instrumental investments that encompass reciprocity norms and strategic information sharing. Hypotheses are tested on a sample of 164 account managers who sell financial products/services to large customers. The findings show that account managers invest in both ties to attain peripheral knowledge accretion and implementation support which in turn result in improved performance.

Keywords: account management, social capital, organizational citizenship behaviors, reciprocity

JEL Classification: M, M31, C44

Suggested Citation

Verbeke, Willem and Belschak, Frank and Wuyts, Stefan and Bagozzi, Richard P., Account Managers Creation of Social Capital: Communal and Instrumental Investments and Performance Implications (19 2004 1,). Available at SSRN: https://ssrn.com/abstract=513772

Willem Verbeke (Contact Author)

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) ( email )

P.O. Box 1738
3000 DR Rotterdam, NL 3062 PA
Netherlands

Frank Belschak

University of Cologne - Department of Economics ( email )

Herbert-Lewin-Str.2
Cologne, 50931
Germany
+49 221 470 2500 (Phone)
+49 221 470 5175 (Fax)

Stefan Wuyts

Catholic University of Leuven (KUL) ( email )

Oude Markt 13
Leuven, Vlaams-Brabant
Belgium
+32 16 325007 (Phone)
+32 16 324713 (Fax)

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738
3000 DR Rotterdam
Netherlands

Richard P. Bagozzi

University of Michigan, Stephen M. Ross School of Business ( email )

701 Tappan Street
Ann Arbor, MI MI 48109
United States

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