Showing papers in "Journal of Relationship Marketing in 2009"
TL;DR: In this paper, the authors identify how capable existing power measurement efforts are in the context of supply chain networks and identify how they can be used by the focal actor as an effective tool in coordinating and promoting harmonious relationships, resolving conflicts, and enhancing performance of the whole network and individual members.
Abstract: The research topic of asymmetrical power relationships has been receiving increasingly more attention lately. However, only a few scientific works have studied power in the context of supply chain networks. Consisting of collaborative interactions among numerous firms, such networks possess a focal actor represented by a well-branded company. The other network actors are dependent on the focal company because of long-lasting explicit or implicit contracts. Hence, asymmetrical power relationships are observable. On one side, such asymmetry can lead to opportunism by the other network actors and can hinder the development of effective supply chain relationships. On the other side, power can be used by the focal actor as an effective tool in coordinating and promoting harmonious relationships, resolving conflicts, and, therefore, enhancing performance of the whole network and its individual members. In this context the aim of our work is to identify how capable existing power measurement efforts are of produ...
64 citations
TL;DR: In this article, a study of 956 employees in Irish retail banking and grocery firms indicated that employee performance has multiple components. And the literature has advocated leadership, commitment, and shared values as prerequisites for brand championship.
Abstract: Service employees are brand champions when their frontline performance supports the brand message. Conversely, employees are brand saboteurs when their performance detracts from the brand. This article explores frontline employees’ attitudes about their service performance. Findings from a study of 956 employees in Irish retail banking and grocery firms indicate that employee performance has multiple components. We reveal employee attitudes about sabotage, and surface reasons for sabotage. Furthermore, the literature has advocated leadership, commitment, and shared values as prerequisites for brand championship. Our study traces the influence of these antecedents to provide a conceptual framework of service employee performance.
56 citations
TL;DR: In this article, the authors investigated the impact of dimensions of shopping convenience (decision, access, search, transaction, and after-sales convenience) on customer retention, including customer behavioral loyalty (shares of wallet and visits) and attitudinal loyalty (exit intention).
Abstract: Our empirical research investigates the impact of dimensions of shopping convenience (decision, access, search, transaction, and after-sales convenience) on customer retention, including customer behavioral loyalty (shares of wallet and visits) and attitudinal loyalty (exit intention). Our findings show that for utilitarian shopping, behavioral and attitudinal loyalty are partly affected by different dimensions. Decision and access convenience, dimensions that come into play prior to the purchase, are most important for share of visits and share of wallet. Apart from decision convenience, exit intention is very much affected by transaction convenience, which is an in-store dimension. Furthermore, comparing our results with results of hedonic shopping purposes shows that major differences exist.
48 citations
TL;DR: In this article, the authors explore four organizational approaches contributing to service orientation: product strategic business unit (SBU), product-service SBU, product-product SBU and product SBU.
Abstract: Despite the high level of interest in how organizational structures facilitate service orientation in capital goods manufacturing companies, researchers have neglected this field This article explores 4 different organizational approaches contributing to service orientation: (a) product strategic business unit (SBU), (b) product–service SBU, (c) service–product SBU, and (d) service SBU and product SBU Each organizational approach reflects a unique degree of service orientation that leads to different levels of performance outcome The description of organizational approaches enlightens the discussion of integration and the separation of product and service business Complementary to existing research, this article clarifies whether companies should integrate or separate service and product functions in order to achieve service orientation
46 citations
TL;DR: In this paper, Li et al. examined whether partner characteristics (i.e., interdependence and cultural compatibility) can indirectly influence the performance of international strategic alliances through relationship capital (e.g., mutual trust, information sharing, and reciprocal commitment).
Abstract: The number of strategic alliances has increased tremendously over the past decade. How an alliance performs is very important, because poor performance will result in the termination of cooperation. This article examines whether partner characteristics (i.e., interdependence and cultural compatibility) can indirectly influence the performance (i.e., goal accomplishment and relational harmony) of international strategic alliances through relationship capital (i.e., mutual trust, information sharing, and reciprocal commitment). The target of this research is the tourist trade industry. On the basis of capital accounts, we selected the top 1,000 tourist agencies in Taiwan to survey. We used a LISREL model to investigate the causal relationships among the variables. The empirical results showed that partner characteristics indirectly affect alliance performance through relationship capital. Analysis of direct and indirect effects showed that cultural compatibility plays a relatively more important role compar...
25 citations
TL;DR: In this paper, the authors argue that inter-firm CRM processes can lead to competitive advantage through the generation and strengthening of interorganizational learning and interfirm relationships.
Abstract: Globalization coupled with uncertain economic times has made managing customer relationships critical for the success of firms. The objective of this theoretical article is to show why the process of customer relationship management (CRM) needs to be extended to value chain partners and how this can be done. I utilize the tenets of the resource-based view to argue that inter-firm CRM processes can lead to competitive advantage through the generation and strengthening of inter-organizational learning and inter-firm relationships. Inter-firm CRM processes are conceptualized and described, and a framework of inter-firm CRM process is developed. Managerial implications are also discussed.
23 citations
TL;DR: The professional service sector is vast and varied as discussed by the authors, and it includes some of the most successful, enduring, and profitable businesses that have evolved a number of unique strategic approaches, and the partners become unconsciously competent at service marketing and go-to-market strategy.
Abstract: The professional service sector is vast and varied. Estimates put its revenues at $700 billion worldwide—or approximately 11.4% of the gross domestic product in the United States. Professional services are based on skill and people rather than scaleable processes. Their knowledge is the barrier to entry, earning them large profits from this “asymmetry of information.” The professions include some of the most successful, enduring, and profitable businesses that have evolved a number of unique strategic approaches. The partners, being some of the most driven, sophisticated, and intelligent of businesspeople, become unconsciously competent at service marketing and go-to-market strategy. Yet this phenomenon is not well researched by service marketing specialists.
21 citations
TL;DR: In this article, the authors characterize groups of retail customers based on their perceptions of the benefits and costs derived from their relations with retailers, and obtain a typology of consumers that differ significantly in their perception of relational benefits and retailer characteristics (e.g., store information and communication technologies, perceived value, service quality and loyalty).
Abstract: Marketing is based on the establishment and maintenance of continuous relations between buyer and salesman as a source of mutual benefits. Nevertheless, perceptions of the benefits of these relations can vary to a great extent based on the type of client. The purpose of this article is to characterize groups of retail customers based on their perceptions of the benefits and costs derived from their relations with retailers. As a result of cluster analysis, we obtained a typology of consumers that differ significantly in their perceptions of relational benefits and of other retailer characteristics (e.g., store's information and communication technologies, perceived value, service quality and loyalty).
20 citations
TL;DR: In an experimental study, this article found that feelings of pleasantness, perceived attractiveness of the web page, and perceived service quality were significantly higher in response to a web page with images than to one without, and all of the responses were higher for photos of buildings than to photos of people.
Abstract: An important dispute among web page designers regards the application of photos and images. In an experimental study 478 participants evaluated an academic web page differing only in the presence of images and the category of images presented. Feelings of pleasantness, perceived attractiveness of the web page, and perceived service quality were significantly higher in response to a web page with images than to one without, and all were significantly higher in response to photos of buildings than to photos of people. Feelings of pleasantness and perceived attractiveness, but not perceived service quality, were significantly higher in response to abstract decorations and symbols than to photos of buildings or people. The results highlight the importance of service firms including photos and images in the design of web pages and also show that the categories of images chosen can have an impact on the desired outcomes. The findings suggest the role of instrumentality, aesthetics, and symbolism in the design o...
17 citations
TL;DR: In this article, the authors identify business satisfaction and business commitment as the variables that determine continuing participation by businesses with universities, which is an attractive strategy whereby universities can adapt their activities to the environment and ensure that businesses continuously participate in the activities of university institutions.
Abstract: Establishing stable relationships between universities and businesses is as an attractive strategy whereby universities can adapt their activities to the environment. Therefore, it must be ensured that businesses continuously participate in the activities of university institutions. The objective of this article is to identify the factors that determine said continuous participation. The relevance of the subject is that it focuses on the considerable benefits that can be derived from the existence of stable relationships between these agents. Thus, participatory behaviour by businesses in their relationships with a university makes them an important source of cost-free information that allows a university to improve its offerings. The results obtained from the study identify business satisfaction and business commitment as the variables that determine continuing participation by businesses with universities.
16 citations
TL;DR: In this article, the authors developed a relationship marketing model for performing arts organizations based on a theoretical approach combined with an empirical base in which 150 performing arts organisations in all regions of Spain participated and two profiles of organisations are found (i.e., cooperating and audience), based on the organisation's orientation toward relationships.
Abstract: The purpose of this article is to develop a relationship marketing model for performing arts organisations. A theoretical approach is combined with an empirical base in which 150 performing arts organisations in all regions of Spain participated. Two profiles of organisations are found (i.e., cooperating and audience), based on the organisation's orientation toward relationships.
TL;DR: In this article, a conceptual framework aims to query hereditary maladoption and misuse of constructs in relationship marketing studies, and suggests for future research reflecting current advances in technology, including the use of technology in relation marketing.
Abstract: This conceptual framework aims to query hereditary maladoption and misuse of constructs in relationship marketing studies. In spite of the critical difference between network-oriented and market-oriented relationships, studies on both streams share constructs unselectively. Moreover, although possibly atheoretical applications of constructs prevail in consumer–firm relationship studies, one construct (i.e., opportunism) has not been illuminated in the same context despite its explanatory power. Lastly, an obsolete construct (i.e., transaction-specific asset) still plays a role in the relationship marketing paradigm even though it can be substituted with better relationship holding values. These factors are discussed, and suggestions are provided for future research reflecting current advances in technology.
TL;DR: In this paper, Swanson et al. integrated the research on antecedents and outcomes of negotiations from a variety of fields to integrate the influence of attitudinal trust, subjective norms, and intrinsic commitment in a relation.
Abstract: Conventional wisdom would suggest that the process of relationship development can be assessed only over long periods of time This article captures the dynamics of relationship development over a very short period and after only a few interpersonal interactions Drawing on theory developed in social psychology, sociology, economics, and marketing, P M Doney and J P Cannon (1997) identified 5 processes in the formation of trust Furthermore, outcomes have been measured in terms of some tangible currency of exchange (J Rubin & B Brown, 1975) or in relational terms (J C Anderson & J A Narus, 1990; P S Bhagat & J D Williams, 2002) The impact of trust and satisfaction on relationship outcomes such as supportive behaviors has been studied (S R Swanson, J C Davis, & Y Zhao, 2007) The current research aims to integrate the research on antecedents and outcomes of negotiations from a variety of fields The influence of attitudinal trust, subjective norms, and intrinsic commitment in a relation
TL;DR: In this paper, an in-depth comparison between organizations from both sectors was conducted, exploring prevalent service orientations and service relation strategies, providing empirical evidence for inter-sectoral assimilation of service aspirations and practices induced by increasing pressure on private and public services.
Abstract: Although there has been an extensive discussion about the appropriateness of the adoption of private sector service relation strategies in the public sector, only a few studies have investigated the extent of the convergence between private and public sector service practices. Therefore, an in-depth comparison between organizations from both sectors was conducted, exploring prevalent service orientations and service relation strategies. The main contribution of this article is that it provides empirical evidence for inter-sectoral assimilation of service aspirations and practices induced by increasing pressure on private and public services.
TL;DR: In this article, a conceptual model is developed in order to structure and explain the effects of instruments on perceptions for three marketing instrument categories (value, relationship, and brand) in an empirical study with bank customers.
Abstract: Measuring marketing effectiveness is a major challenge for marketing academics and practitioners. An investigation that uses dependence analysis to examine the link between objective marketing instruments and subjective customer perceptions of them is missing from existing approaches. In examining this link, the present article redresses this deficit. A conceptual model is developed in order to structure and explain the effects of instruments on perceptions for 3 marketing instrument categories (value, relationship, and brand). The links are analyzed in an empirical study with bank customers. Instruments are measured by using objective internal data. Perceptions are measured based on a customer survey. The relationships between instruments and perceptions are examined using regression analysis. Most of the effects of instruments on perceptions are significant, signaling that the activities conducted are perceived as intended. In particular, some interesting results become evident, such as the negative eff...
TL;DR: In this article, the authors investigated firm-specific drivers of relationship trust between service exporters and their overseas customers, and found that international experience, management commitment, and resource commitment can significantly influence the level of trust in cross-border relationships.
Abstract: Trust has been extensively researched in the business-to-business relationship marketing literature and is considered a critical factor in fostering optimal relationships between a firm and its business partners. However, research into determinants of inter-organizational trust in an international service setting has been very limited. This study investigates firm-specific drivers of relationship trust between service exporters and their overseas customers. The researcher collected data from 254 service exporters in Australia. Research findings indicate that international experience, management commitment, and resource commitment can significantly influence the level of trust in cross-border relationships between service exporters and their overseas customers. This research enriches both business-to-business relationship marketing and export marketing literature streams and has important implications for international business practitioners.
TL;DR: In this paper, the reciprocal effects of relationship commitment on exporter-importer relationships were tested with data from 125 pairs of Australian-Thai exporter and importer relationships, where the relationship performance was modeled as a function of each party's commitment toward the other partner.
Abstract: Reciprocal effects of relationship commitment on exporter–importer relationships are tested with data from 125 pairs of Australian–Thai exporter–importer relationships. Relationship performance is modeled as a function of each party's commitment toward the other partner. This commitment is driven by a reciprocal cycle of each partner's perception of the other's commitment, relationship-specific investments, and dependence. The findings support the overall model, highlighting the importance of reciprocal nature of commitment and its impact on exporter–importer relationships.
TL;DR: Forging new global alliances or new legal and institutional frameworks through international cooperation could help solve the 2007-2009 financial crisis by addressing the most vulnerable aspects of the current financial system and infrastructure.
Abstract: Forging new global alliances or new legal and institutional frameworks through international cooperation could help solve the 2007–2009 financial crisis by addressing the most vulnerable aspects of the current financial system and infrastructure. These aspects are liquidity, which is at the heart of the stability of the financial system; trust and transparency, with better disclosure of banks’ institutional arrangements for risk management, risk models, and techniques; and consolidation of the infrastructure of financial markets. At the same time, international cooperation, although difficult to achieve, could reduce the volatility of emerging markets and their overdependence on foreign currency loans that lead to increased defaulting. In this controversial search for solutions, it is important not to slip into another extreme—de-globalization—or to erect a new “Berlin Wall” of protectionism that would separate the advanced economies from their emerging counterparts. Group 20 leaders meeting in Washington...
TL;DR: In this paper, an inductive, theory-building approach was used to identify the means through which firms introducing multi-sector innovations can actively shape relationships between public stakeholders in order to better ensure innovation success.
Abstract: Despite the societal benefits multi-sector innovations provide, researchers’ understanding of the stakeholder issues surrounding them is limited. This study utilizes an inductive, theory-building approach to identify the means through which firms introducing multi-sector innovations can actively shape relationships between public stakeholders in order to better ensure innovation success. Individual, organizational, structural, and attitudinal antecedents emerged from an analysis of published documents detailing multi-sector innovations over a 2-year span. These antecedents are integrated with existing literature to produce a conceptual model and accompanying propositions. Managerial and theoretical implications are discussed, and future research directions provided.