In this paper we empirically investigate various benefits and costs associated with broker characteristics of individuals who operate in the account management system of financial service providers. We narrow our focus to broker positions in two specific task-specific knowledge networks that facilitate account management. We study the effect of broker positions on the contribution of individuals to organizational performance. We measure such a contribution by measuring the perceptions of others concerning a particular individual. We also explore how certain personal costs are associated with these task-specific broker positions. More specifically, we explore how these positions affect role ambiguity and role conflict, as self-perceived by that particular individual. To test the hypothesized effects we collect data for a network consisting of 55 individuals. We conclude with stating that service specification broker positions benefit organizations, but service delivery broker positions are detrimental to an organization and that they also invoke personal costs.

Additional Metadata
Keywords account management, role stress, social networks, task-specific broker positions
JEL Statistical Decision Theory; Operations Research (jel C44), Business Administration and Business Economics; Marketing; Accounting (jel M), Marketing (jel M31)
Publisher Erasmus Research Institute of Management
Persistent URL
Series ERIM Report Series Research in Management
Rights Copyright 2000, D. Dekker, F. Stokman, P.H.B.F. Franses, This report in the ERIM Report Series Research in Management is intended as a means to communicate the results of recent research to academic colleagues and other interested parties. All reports are considered as preliminary and subject to possibly major revisions. This applies equally to opinions expressed, theories developed, and data used. Therefore, comments and suggestions are welcome and should be directed to the authors.
Dekker, D.J, Stokman, F, & Franses, Ph.H.B.F. (2000). Broker Positions in Task-Specific Knowledge Networks (No. ERS-2000-37-MKT). ERIM Report Series Research in Management. Erasmus Research Institute of Management. Retrieved from