Mirror, Mirror on the Wall: Identity-Image Interactions for the Salesn Force in High Threat Situations

摘要

During times of threat to organizational identity, managers often formulate strategies to regain the organization's original standing. Yet, they frequently ignore the identity-image interactions that occur for boundary-spanning members, despite such interactions having the potential to play a pivotal role in the organization's recovery. We propose that, in high-threat situations, customer-directed boundary-spanners, like the sales force, become aware of the discrepancy between the organizational