This research examines the interaction competence of frontline employees. Since the interaction between salespeople and customers is discussed to be of utmost importance for establishing long-term relationships, this research explores the dimensions of a salesperson's interaction competence using 41 in-depth interviews with frontline employees and purchasing managers from different industries. Results indicate that dimensions of interaction competence differ in their relevance across the stages of the interaction process. Based on these findings, we develop the FEIC-scale, which helps managers to better select and train salespeople.
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