Access the full text.
Sign up today, get DeepDyve free for 14 days.
A. Rindfleisch, Jan Heide (1997)
Transaction Cost Analysis: Past, Present, and Future ApplicationsJournal of Marketing, 61
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
J. B. Barney (1991)
Firm resources and competitive advantageJournal of Management, 17
J. Pfeffer, G. R. Salancik (1978)
The external control of organizations: A resource dependence approach
Robert Palmatier, R. Dant, Dhruv Grewal, K. Evans (2006)
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-AnalysisJournal of Marketing, 70
G. Day (2000)
Managing market relationshipsJournal of the Academy of Marketing Science, 28
Stewart Macaulay (1963)
Non-contractual relations in business: a preliminary studyAmerican Sociological Review, 28
Nirmalya Kumar, L. Scheer, J. Steenkamp (1995)
The Effects of Perceived Interdependence on Dealer AttitudesJournal of Marketing Research, 32
F. Webster (1992)
The Changing Role of Marketing in the CorporationJournal of Marketing, 56
Jan Heide, G. John (1988)
The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional ChannelsJournal of Marketing, 52
Joseph Cannon, W. Perreault (1999)
Buyer–Seller Relationships in Business MarketsJournal of Marketing Research, 36
Sandy Jap, Shankar Ganesan (2000)
Control Mechanisms and the Relationship Life Cycle: Implications for Safeguarding Specific Investments and Developing CommitmentJournal of Marketing Research, 37
K. Venkatraman (1989)
The concept of fit in strategy research: Toward verbal and statistical correspondenceAcademy of Management Review, 14
R. Bagozzi, L. Phillips (1982)
Representing and testing organizational theories: A holistic construal.Administrative Science Quarterly, 27
Jeannie Johnson (1999)
Strategic integration in industrial distribution channels: Managing the interfirm relationship as a strategic assetJournal of the Academy of Marketing Science, 27
Ian Macneil (1980)
The new social contract: An inquiry into modern contractual relations
Jan Heide, G. John (1992)
Do Norms Matter in Marketing Relationships?Journal of Marketing, 56
Robert Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller RelationshipsJournal of Marketing, 51
John Egan (2017)
Relationship Marketing
G. Dowling, M. Uncles (1997)
Do Customer Loyalty Programs Really WorkSloan Management Review, 38
Kristof Wulf, G. Odekerken-Schröder, D. Iacobucci (2001)
Investments in Consumer Relationships: A Cross-Country and Cross-Industry ExplorationJournal of Marketing, 65
B. Byrne (1998)
Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic Concepts, Applications, and Programming
Yong Cao, T. Gruca (2005)
Reducing Adverse Selection through Customer Relationship ManagementJournal of Marketing, 69
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
James Anderson, James Narus (1991)
Partnering as a Focused Market StrategyCalifornia Management Review, 33
M. Colgate, P. Danaher (2000)
Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent executionJournal of the Academy of Marketing Science, 28
Richard Christy, G. Oliver, J. Penn (1996)
Relationship marketing in consumer marketsJournal of Marketing Management, 12
T. Noordewier, G. John, J. Nevin (1990)
Performance Outcomes of Purchasing Arrangements in Industrial Buyer-Vendor RelationshipsJournal of Marketing, 54
L. Stern, T. Reve (1980)
Distribution Channels as Political Economies: A Framework for Comparative AnalysisJournal of Marketing, 44
L. Hayduk (1987)
Structural equation modeling with LISREL
R. Rust, P. Verhoef (2005)
Optimizing the Marketing Interventions Mix in Intermediate-Term CRMMarketing Science, 24
G. John (1984)
An Empirical Investigation of Some Antecedents of Opportunism in a Marketing ChannelJournal of Marketing Research, 21
Robert Stern, J. Pfeffer, G. Salancik (1979)
The External Control of Organizations: A Resource Dependence Perspective.Contemporary Sociology, 8
W. Reinartz, Vikas Kumar (2000)
On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for MarketingJournal of Marketing, 64
Neeli Bendapudi, L. Berry (1997)
Customers' motivations for maintaining relationships with service providersJournal of Retailing, 73
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
Shankar Ganesan (1994)
Determinants of Long-Term Orientation in Buyer-Seller Relationships:Journal of Marketing, 58
Jeannie Johnson, R. Sohi (2001)
The influence of firm predispositions on interfirm relationship formation in business marketsInternational Journal of Research in Marketing, 18
Robert Palmatier, L. Scheer, J. Steenkamp (2007)
Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned LoyaltyJournal of Marketing Research, 44
T. Cram (1994)
The power of relationship marketing: Keeping Customers for Life
Barton Weitz, Kevin Bradford (1999)
Personal selling and sales management: A relationship marketing perspectiveJournal of the Academy of Marketing Science, 27
(2004)
Research priorities: A guide to MSI research programs and procedures
Das Narayandas, V. Rangan (2004)
Building and Sustaining Buyer–Seller Relationships in Mature Industrial MarketsJournal of Marketing, 68
John Haughey (1997)
The Loyalty EffectBusiness Ethics Quarterly, 7
Stewart Macaulay, Norman Pluschke, Macaulays Ansatz, Planung Vertragsbestandteile, Taxiunternehmen einbricht, Missverständliche Verträge (2009)
Non-Contractual Relations in Business
Lawrence Crosby, K. Evans, D. Cowles (1990)
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:Journal of Marketing, 54
J. Barney (1991)
Firm Resources and Sustained Competitive AdvantageJournal of Management, 17
O. Williamson (1985)
The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting
William Boulding, R. Staelin, M. Ehret, W. Johnston (2005)
A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to GoJournal of Marketing, 69
R. Cialdini (1984)
Influence: Science and Practice
J. Armstrong, Terry Overton (1977)
Estimating Nonresponse Bias in Mail SurveysJournal of Marketing Research, 14
K. Gwinner, Dwayne Gremler, M. Bitner (1998)
Relational benefits in services industries: The customer’s perspectiveJournal of the Academy of Marketing Science, 26
J. Mowen (2002)
The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance RatingsJournal of Marketing Research, 39
L. Berry (1995)
Relationship marketing of services—growing interest, emerging perspectivesJournal of the Academy of Marketing Science, 23
O. Williamson (1981)
The Economics of Organization: The Transaction Cost ApproachAmerican Journal of Sociology, 87
Relationship marketing research and practice operate according to the paradigm that firms should invest in relationship marketing to build better relationships, which will generate improved financial performance. However, findings that relationship marketing efforts vary in their effectiveness across customers and may even be detrimental to performance challenge this belief. This article, therefore, offers a theoretical model that addresses three key issues: 1) what factors determine a customer’s need for relational governance (relationship orientation); 2) what mediating mechanism captures the negative effects of relationship marketing on performance (exchange inefficiency); and 3) how does a customer’s relationship orientation determine the effectiveness of relationship marketing, thus allowing for effective segmentation. The authors demonstrate in an empirical study that the trust in the salesperson and exchange inefficiency both mediate the effect of relationship marketing on seller financial outcomes. In addition, customers’ relationship orientation moderates the impact of relationship marketing on both trust and exchange inefficiency.
Journal of the Academy of Marketing Science – Springer Journals
Published: Oct 25, 2007
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.