РОЛЬ ДОВЕРИТЕЛЬНЫХ ОТНОШЕНИЙ В УПРАВЛЕНИИ СОТРУДНИКАМИ, РАБОТАЮЩИМИ С КЛИЕНТАМИ, И ПОВЫШЕНИИ ЭФФЕКТИВНОСТИ ИХ ДЕЯТЕЛЬНОСТИ

Менеджмент в России и за рубежом. 2011. № 3.

Artyushina E., Сучков П. В.

 In the article authors analyse the role of trust in increase the work effectiveness of customer contact personnel. The nature of customer contact personnel managering and the possibility of  their involvement to the organization strategic activity are examine. The extend to which contact personal trust their supervisors positively influence their willingness to participate in strategic activities.  Communication in the format of “employee  – supervisor” moderate the relationship between trust and strategic activities. Thus, the more contact personnel are involved in the strategic process, the more likely the company is waiting for the contact person’s selling performance rise. In the article we assume that strategic activity includes behaviors such as generating new ideas, synthesizing strategic information, facilitating strategic initiatives, and integrating strategic information to the management process.

Keywords: управление персоналом, доверие, коммуникация, communication, trust, personnel management, strategic activity, стратегическая активность