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(1.)Reliability measures are for the larger salesperson sample only. The reliability measures for the customer-contact service employees are comparable and in most cases higher.

Appendix 1

Questionnaire Items

Communication Frequency

My manager and I communicate frequently.

My manager and I communicate regularly.

Communication Mode

Most of the communication that I have with my manager is done face-to-face.

My manager and I usually communicate by telephone, faxes, or memos. (Reverse scored)

Most of the communication between my manager and myself is done on a preplanned basis and is rarely spontaneous. (Reverse scored)

Communication Direction

At my job, communication flows both from my manager to me as well as from me to my manager.

My manager provides information to me about customers, competitors, and market conditions.

My manager works towards having open lines of communication with employees.

Communication Content (Reverse scored)

My manager prefers to tell me exactly how to do my job.

My manager often describes very specific actions that I should take.

Ambiguity Regarding Supervisor (Reverse scored)

I am certain how far my manager will go to back me up.

I am certain to what extent my manager is open to hearing my point of view.

Ambiguity Regarding Customers (Reverse scored)

I am certain which specific product benefits I am expected to highlight for my customers.

I am certain how I am expected to interact with customers.

I am certain how much service I should provide to my customers.

I am certain which specific company strengths I should present to customers.

I am certain how I should conduct myself with customers on the job.

Ambiguity Regarding Other Managers (Reverse scored)

I am certain how well managers of other departments think I perform my job.

In my job, I am certain how much information I should provide managers from other departments.

In my job, I am certain how managers in other departments expect me to interact with them.

In my job, I am certain how I should respond to questions/criticisms from managers in other departments.

Ambiguity Regarding Company Promotion (Reverse scored)

In my job, I am certain what the critical factor is in getting promoted.

In my job, I am certain what I can do to get promoted.

Ambiguity Regarding Ethical Situations (Reverse scored)

I am certain how I should handle ethical situations in my job.

I am certain how top management expects me to handle ethical situations.

In my job, I am certain of the ethical conduct my manager expects of me.

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