Non-coercive power, trust and exceptions handling positively impact on the collaborative efforts berween a distributor and dealers. Non-coercive power influences the level of trust and the effectiveness of exception handling.
Human collaboration and e-collaboration enhance trust and the handling of exceptions. Such human collaboration is improved by the use of formal/informal meetings, telephones, and SMS. E-collaboration is enhanced using Web-based applications, e-mail, text based chat programmes, video conferences and Web-cameras.