Journal ArticleDOI
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:
TLDR
In this article, the authors describe the role of relationship manager as the quality of the relationship between the salesperson and the customer, which is defined as "the quality of a salesperson's relationship with the customer".Abstract:
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 ...read more
Citations
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Trust and TAM in online shopping: an integrated model
TL;DR: 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, and provides evidence that online trust is built through a belief that the vendor has nothing to gain by cheating.
Journal ArticleDOI
An Examination of the Nature of Trust in Buyer–Seller Relationships:
TL;DR: In this paper, 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 and their salesperson.
Journal ArticleDOI
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:
TL;DR: 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 as mentioned in this paper, where the authors propose a typology for service organizations.
Journal ArticleDOI
A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research
TL;DR: A set of conceptual criteria is developed that can be used to determine whether a construct should be modeled as having formative or reflective indicators, and an estimate of the extent of measurement model misspecification in the field is estimated.
Journal ArticleDOI
Factors affecting trust in market research relationships.
TL;DR: In this article, the authors describe a comprehensive theory of trust in market research relationships. But they do not consider the impact of trust on exchange relationships in the context of financial transactions, where trust is critical in facilitating exchange relationships.
References
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Journal ArticleDOI
Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Book
The Evolution of Cooperation
TL;DR: In this paper, a model based on the concept of an evolutionarily stable strategy in the context of the Prisoner's Dilemma game was developed for cooperation in organisms, and the results of a computer tournament showed how cooperation based on reciprocity can get started in an asocial world, can thrive while interacting with a wide range of other strategies, and can resist invasion once fully established.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
The Evolution of Cooperation
R. B. Greene,Robert Axelrod +1 more
TL;DR: A model is developed based on the concept of an evolutionarily stable strategy in the context of the Prisoner's Dilemma game to show how cooperation based on reciprocity can get started in an asocial world, can thrive while interacting with a wide range of other strategies, and can resist invasion once fully established.