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Poisoning Relationships: Perceived Unfairness in Channels of Distribution:
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TLDR
This article showed that perceived unfairness truly acts as relationship poison by directly damaging relationships, aggravating the negative effects of both conflict and opportunism, and undermining the benefits of using contracts to manage channel relationships.Abstract:
Understanding how relationships are damaged is a critical component in building and preserving strong distribution channels. Using longitudinal data from a Fortune 500 firm and its channel members, this research shows that perceived unfairness truly acts as “relationship poison” by directly damaging relationships, aggravating the negative effects of both conflict and opportunism, and undermining the benefits of using contracts to manage channel relationships. Surprisingly, at low levels of perceived unfairness, conflict and opportunism have small or even insignificant effects on channel member outcomes, which implies that research investigating the negative impact of conflict and opportunism on exchange outcomes may need reevaluation because these effects are contingent and may vary depending on the levels of perceived unfairness. In addition, the findings support the premise that using contracts to manage channel relationships represents a double-edged sword that suppresses the negative effects ...read more
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References
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Journal ArticleDOI
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis
TL;DR: In this paper, the authors synthesize relationship marketing empirical research in a meta-analytic framework and find that relationship investment has a large direct effect on seller objective performance, which implies that additional meditated pathways may explain the impact of relationship marketing on performance.
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A model of customer satisfaction with service encounters involving failure and recovery
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.
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Do Norms Matter in Marketing Relationships
Jan B. Heide,George John +1 more
TL;DR: In this article, transaction cost analysis is rapidly becoming an important theoretical paradigm in marketing, and the accumulation of transaction cost studies has been accompanied by a growing body of critici c...
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The structure of commitment in exchange
TL;DR: In this paper, commitment is an essential part of successful long-term relationships and commitments by both parties in an exchange can provide the foundation for development of relational social norms, which is the basis for long-range relationships.
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Interorganizational Governance in Marketing Channels
TL;DR: A growing body of conceptual and empirical literature addresses different aspects of in-channel relationship management in marketing channels literature as mentioned in this paper, which is becoming a central research paradigm in the marketing channel literature.
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