Relationship marketing—establishing, developing, and maintaining successful relational exchanges—constitutes a major shift in marketing theory and practice. After conceptualizing relationship marke...

The Commitment-Trust Theory of Relationship Marketing

A separate and distinct interaction with both the actual e-vendor and with its IT Web site interface is at the heart of online shopping Previous research has established, accordingly, that online purchase intentions are the product of both consumer assessments of the IT itself-specifically its perceived usefulness and ease-of-use (TAM)-and trust in the e-vendor But these perspectives have been examined independently by IS researchers Integrating these two perspectives and examining the factors that build online trust in an environment that lacks the typical human interaction that often leads to trust in other circumstances advances our understanding of these constructs and their linkages to behavior

Our research on experienced repeat online shoppers shows that consumer trust is as important to online commerce as the widely accepted TAM use-antecedents, perceived usefulness and perceived ease of use Together these variable sets explain a considerable proportion of variance in intended behavior The study also provides evidence that online trust is built through (1) a belief that the vendor has nothing to gain by cheating, (2) a belief that there are safety mechanisms built into the Web site, and (3) by having a typical interface, (4) one that is, moreover, easy to use

Trust and TAM in online shopping: an integrated model

The authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson. These p...

An Examination of the Nature of Trust in Buyer–Seller Relationships:

A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The abili...

Servicescapes: The Impact of Physical Surroundings on Customers and Employees:

A review of the literature suggests that few studies use formative indicator measurement models, even though they should. Therefore, the purpose of this research is to (a) discuss the distinction between formative and reflective measurement models, (b) develop a set of conceptual criteria that can be used to determine whether a construct should be modeled as having formative or reflective indicators, (c) review the marketing literature to obtain an estimate of the extent of measurement model misspecification in the field, (d) estimate the extent to which measurement model misspecification biases estimates of the relationships between constructs using a Monte Carlo simulation, and (e) provide recommendations for modeling formative indicator constructs.

/pdf/a-critical-review-of-construct-indicators-and-measurement-1nsn8e58az.pdf

A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research

Salespeople involved in the marketing of complex services often perform the role of “relationship manager.” It is, in part, the quality of the relationship between the salesperson and the customer ...

https://www.jstor.org/stable/pdfplus/1251817.pdf

Relationship Quality in Services Selling: An Interpersonal Influence Perspective:

Complex, highly intangible services such as life insurance consist largely of credence properties. Insurance providers engage in relationship-building activities that emphasize buyer-seller interac...

Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry:

Relational bonds in industrial exchange: An experimental test of the transaction cost economic framework

Using a theoretical framework not previously tested in environmental research, this study investigates the indirect relationship between ecological concern and voting behavior. Results indicate that the effects of ecological concern are mediated by attitudinal, normative, and behavioral intention variables. The results also provide a partial test of the validity of Ajzen and Fishbein's Theory of Reasoned Action. Key environmental, public policy, and communications implications are discussed. James D. Gill is Assistant Professor of Marketing and Lawrence A. Crosby is Associate Professor of Marketing, in the College of Business, Arizona State University, Tempe, Arizona 85287. James R. Taylor is the S.S. Kresge Professor of Marketing, Graduate School of Business Administration, University of Michigan, Ann Arbor, Michigan 48109. The authors gratefully acknowledge financial support provided by the College of Business, Arizona State University and by S.S. Kresge Research Funds. The authors also wish to thank an anonymous reviewer for technical contributions made to the manuscript. uiblic Opinion Quarterly Vol. 50:537-554 ? 1986 by the American Association for Public Opinion Research Published by The University of Chicago Press 0033-362X/86/0050-537/$2.50 This content downloaded from 157.55.39.27 on Wed, 07 Sep 2016 04:25:40 UTC All use subject to http://about.jstor.org/terms 538 JAMES D. GILL, LAWRENCE A. CROSBY, AND JAMES R. TAYLOR First, there have been numerous attempts to determine the antecedents of ecological concern, especially as they relate to the bases of market segmentation (e.g., Crosby and Gill, 1981; Murphy, 1978; Brooker, 1976; Henion and Wilson, 1976; Webster, 1975; Kinnear et al., 1974). Second, efforts have been made to develop or improve ecological concern measures (e.g., Antil and Bennett, 1979; Henion, 1976; Kinnear and Taylor, 1973). Third, several assessments of the impact of ecological concern on consumption and voting behavior have been conducted (Crosby and Taylor, 1982, 1983; Crosby et al., 1981; Lepisto, 1979; Henion, 1976; Kinnear and Taylor, 1973; Herberger and Buchanan, 1971; Kassarjian, 1971). Generally, the research indicates that ecological concern is related to, but is not highly correlated with, consumption behavior. Although often a good explanatory variable of group (market segment) behavior, prediction at the individual level proves difficult. This conclusion parallels that of social and behavioral scientists who have expressed reservations about the value of attitude data in environmental research (e.g., Endo and Nielsen, 1974). The weak relationship between ecological concern and behavior may mean that it is not an important explanatory variable. A more interesting possibility, however, is that ecological concern has an indirect rather than direct influence on behavior, with its influence being gradually diminished through successive levels of intervening variables. This view is consistent with Dunlap (1975) and Mazmanian and Sabatier (1981), who argue that a person's willingness to act upon his environmental attitude is subject to certain mediating influences (e.g., environmental issue salience, situational circumstances, individual differences). The researcher's theoretical perspective, of course, determines the hypothesized intervening variables and their relationships. Van Liere and Dunlap (1982) state that "since progress toward the solution of environmental problems is likely to depend more on proenvironmental behaviors than proenvironmental attitudes, the reasons for the weak relationship between environmental attitudes and behaviors and the conditions under which it can be strengthened clearly deserve examination."

Ecological Concern, Attitudes, and Social Norms in Voting Behavior

The Weitz (1981) model of adaptive selling suggests that situational variables will moderate the relationship between adaptive selling behavior and sales performance. In this paper, a path model is analyzed and supports the positive role of adaptive selling on sales performance under “adaptive” conditions. Surprisingly, there is also a positive relationship in the “nonadaptive” condition. Furthermore, salesperson characteristics such as the ability to monitor the selling situation and modify self-behaviors and strategies within the exchange setting are determined to be related to the intention to sell adaptively in the “adaptive” conditions. Finally, results of this study suggest that selling experience affects sales performance in both “adaptive” and “nonadaptive” situational contexts, but the sources of effects differ.

Lawrence A. Crosby

Papers

Relationship Quality in Services Selling: An Interpersonal Influence Perspective:

Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry:

Relational bonds in industrial exchange: An experimental test of the transaction cost economic framework

Ecological Concern, Attitudes, and Social Norms in Voting Behavior

A Contingency Approach to Adaptive Selling Behavior and Sales Performance: Selling Situations and Salesperson Characteristics