Leap of Faith by Dr Mark Hollyoake featured in the Journal of Sales Transformation
Boundary spanners: What are they? What do they do?
Why are they important? And what exactly do we mean by a boundary spanner?
On a very simple level they are actors on both sides of a relationship that span the boundary between one and the other for relational management or development.
Dr Mark Hollyoake’s thesis uncovered the role of the boundary spanners and affective trust as having a positive impact on the move from intangible trust as organisational intention towards activation and into tangible trust. An additional role of the relationship trust developer (boundary spanner) needs to be considered and closely related to the relationship stakeholders, as they take on the responsibility for risk mitigation of the leap of faith through relationship trust development
Read Dr Mark Hollyoake’s finding that is featured in the latest issue of the Journal of Sales Transformation.
Click here to read it.
Mark is a co-founder and Director of Customer Attuned Ltd. He holds a Doctorate from the University ofSouthampton, his thesis focused on Trust as a dynamic within business to business customer relationships.
He is an expert in B2B Customer Experience and Customer Management. This includes CM strategy development; execution of improvement plans (incl. organisational modelling for customer management); programme design; and partnership & alliance development.
Mark's applied work across FMCG, industrials, medical devices, financial services, business services and construction has led to organisations making, significant improvements to their customer management. A large focus of this work has been moving organisations up the Trust Ladder to enable them to benefit from reduced cost to serve, while continuing to innovate and deliver mutual value.
Mark is a Fellow of the Chartered Institute of Marketing and Member of the Institute of Sales and Marketing Management. He holds an MBA in strategy from Henley Business School.
He is an expert in B2B Customer Experience and Customer Management. This includes CM strategy development; execution of improvement plans (incl. organisational modelling for customer management); programme design; and partnership & alliance development.
Mark's applied work across FMCG, industrials, medical devices, financial services, business services and construction has led to organisations making, significant improvements to their customer management. A large focus of this work has been moving organisations up the Trust Ladder to enable them to benefit from reduced cost to serve, while continuing to innovate and deliver mutual value.
Mark is a Fellow of the Chartered Institute of Marketing and Member of the Institute of Sales and Marketing Management. He holds an MBA in strategy from Henley Business School.
Latest posts by Dr Mark Hollyoake (see all)
- Excessive Trust – When Trust Goes Wrong - October 29, 2024
- Identification Based Trust - October 21, 2024
- Introducing Knowledge Based Trust - October 15, 2024
