Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/springer-journals/the-interplay-between-business-and-personal-trust-on-relationship-H0sIdJQzyf
References (81)
-
Scott Friend, Jeff Johnson, R. Sohi (2018)
Propensity to trust salespeople: A contingent multilevel-multisource examinationJournal of Business Research, 83
-
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
-
John Thibaut (2010)
Personal Relationships : Their Structure and Processes -
Colleen Harmeling, Robert Palmatier, M. Houston, Mark Arnold, Stephen Samaha (2015)
Transformational Relationship EventsJournal of Marketing, 79
-
Stephanie Mangus, Dora Bock, E. Jones, J. Folse (2020)
Examining the effects of mutual information sharing and relationship empathy: A social penetration theory perspectiveJournal of Business Research, 109
-
Bill McEvily, V. Perrone, A. Zaheer (2003)
Special Issue: Trust in an Organizational Context: Trust as an Organizing PrincipleOrgan. Sci., 14
-
M. Lindell, D. Whitney (2001)
Accounting for common method variance in cross-sectional research designs.The Journal of applied psychology, 86 1
-
J. Smith, D. Barclay (1997)
The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner RelationshipsJournal of Marketing, 61
-
C. Miller, Nathan Washburn, William Glick (2013)
The Myth of Firm Performance -
Jan Heide, Kenneth Wathne (2006)
Friends, Businesspeople, and Relationship Roles: A Conceptual Framework and a Research AgendaJournal of Marketing, 70
-
M. Robson, C. Katsikeas, Daniel Bello (2008)
Drivers and Performance Outcomes of Trust in International Strategic Alliances: The Role of Organizational ComplexityOrgan. Sci., 19
-
(2003)
Trust as an organizing -
Omid Kamran-Disfani, M. Mantrala, Alicia Izquierdo-Yusta, M. Martínez-Ruiz (2017)
The impact of retail store format on the satisfaction-loyalty link: An empirical investigationJournal of Business Research, 77
-
Neil Morgan, Lopo Rego (2006)
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business PerformanceMarketing Science, 25
-
I. Geyskens, J. Steenkamp, J. Steenkamp, Nirmalya Kumar (1998)
Generalizations about trust in marketing channel relationships using meta-analysisLinear Algebra and its Applications
-
Shihyu Chou, Chi-Wen Chen (2018)
The influences of relational benefits on repurchase intention in service contexts: the roles of gratitude, trust and commitmentJournal of Business & Industrial Marketing
-
C. Katsikeas, Neil Morgan, L. Leonidou, T. Hult (2016)
Assessing Performance Outcomes in MarketingJournal of Marketing, 80
-
Bernard Jaworski, Ajay Kohli (1993)
Market Orientation: Antecedents and ConsequencesJournal of Marketing, 57
-
C. Moorman, Rohit Deshpandé, G. Zaltman (1993)
Factors affecting trust in market research relationships.Journal of Marketing, 57
-
Robert Palmatier, R. Dant, Dhruv Grewal (2007)
A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship PerformanceJournal of Marketing, 71
-
S. Beatty, M. Mayer, J. Coleman, K. Reynolds, Jung-ki Lee (1996)
Customer-sales associate retail relationshipsJournal of Retailing, 72
-
G. Low, Jakki Mohr (2001)
Factors affecting the use of information in the evaluation of marketing communications productivityJournal of the Academy of Marketing Science, 29
-
(2001)
Accounting for commonmethod -
Eric Fang, Robert Palmatier, Rajdeep Grewal (2011)
Effects of Customer and Innovation Asset Configuration Strategies on Firm PerformanceJournal of Marketing Research, 48
-
Brian Connelly, T. Crook, James Combs, D. Ketchen, Herman Aguinis (2018)
Competence- and Integrity-Based Trust in Interorganizational Relationships: Which Matters More?Journal of Management, 44
-
E. Babakus, D. Cravens, Mark Johnston, W. Moncrief (1999)
The role of emotional exhaustion in sales force attitude and behavior relationshipsJournal of the Academy of Marketing Science, 27
-
A. Zoltners, Prabhakant Sinha (1983)
Sales Territory Alignment: A Review and ModelManagement Science, 29
-
P. Varadarajan (1985)
A two‐factor classification of competitive strategy variablesSouthern Medical Journal, 6
-
Jan Heide, G. John (1992)
Do Norms Matter in Marketing Relationships?Journal of Marketing, 56
-
Mark Granovetter (1985)
Economic Action and Social Structure: The Problem of EmbeddednessAmerican Journal of Sociology, 91
-
Jaishankar Ganesh, Mark Arnold, K. Reynolds (2000)
Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and StayersJournal of Marketing, 64
-
Kristof Wulf, G. Odekerken-Schröder, D. Iacobucci (2001)
Investments in Consumer Relationships: A Cross-Country and Cross-Industry ExplorationJournal of Marketing, 65
-
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
-
A. Vishwanath (2017)
Common Method Bias -
(2009)
IBM global business services executive report , IBM -
PM Doney (1997)
35Journal of Marketing, 61
-
J. Holmes (1981)
The Exchange Process in Close Relationships -
Ryan Mullins, M. Ahearne, Son Lam, Zachary Hall, J. Boichuk (2014)
Know Your Customer: How Salesperson Perceptions of Customer Relationship Quality Form and Influence Account ProfitabilityJournal of Marketing, 78
-
James Anderson, James Narus (1990)
A Model of Distributor Firm and Manufacturer Firm Working PartnershipsJournal of Marketing, 54
-
Jagdip Singh, Deepak Sirdeshmukh (2000)
Agency and trust mechanisms in consumer satisfaction and loyalty judgmentsJournal of the Academy of Marketing Science, 28
-
P. Podsakoff, Scott MacKenzie, Jeong-Yeon Lee, Nathan Podsakoff (2003)
Common method biases in behavioral research: a critical review of the literature and recommended remedies.The Journal of applied psychology, 88 5
-
D. Clercq, N. Thongpapanl, D. Dimov (2009)
When good conflict gets better and bad conflict becomes worse: the role of social capital in the conflict–innovation relationshipJournal of the Academy of Marketing Science, 37
-
D. Griffith, R. Lusch (2007)
Getting Marketers to Invest in Firm-Specific CapitalJournal of Marketing, 71
-
Michel Pham, Joel Cohen, John Pracejus, G. Hughes (2001)
Affect Monitoring and the Primacy of Feelings in JudgmentJournal of Consumer Research, 28
-
Linda Price, E. Arnould (1999)
Commercial Friendships: Service Provider--Client Relationships in ContextJournal of Marketing, 63
-
Jin Han, Namwoon Kim, R. Srivastava (1998)
Market Orientation and Organizational Performance: Is Innovation a Missing Link?Journal of Marketing, 62
-
K. Grayson, Devon Johnson, D. Chen (2008)
Is Firm Trust Essential in a Trusted Environment? how Trust in the Business Context Influences CustomersJournal of Marketing Research, 45
-
C. Miller, Nathan Washburn, William Glick (2013)
PERSPECTIVE - The Myth of Firm PerformanceOrgan. Sci., 24
-
C. Fornell, D. Larcker (1981)
Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 18
-
Devon Johnson, K. Grayson (2005)
Cognitive and affective trust in service relationshipsJournal of Business Research, 58
-
Robert Palmatier, M. Houston, R. Dant, Dhruv Grewal (2013)
Relationship Velocity: Toward a Theory of Relationship DynamicsJournal of Marketing, 77
-
P. Aurier, Gilles N'goala (2010)
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and developmentJournal of the Academy of Marketing Science, 38
-
Scott MacKenzie, P. Podsakoff (2012)
Common Method Bias in Marketing: Causes, Mechanisms, and Procedural RemediesJournal of Retailing, 88
-
Robert Palmatier (2008)
Interfirm Relational Drivers of Customer ValueJournal of Marketing, 72
-
J. Hulland, H. Baumgartner, K. Smith (2018)
Marketing survey research best practices: evidence and recommendations from a review of JAMS articlesJournal of the Academy of Marketing Science, 46
-
Douglas Hughes, J. Bon, Adam Rapp (2013)
Gaining and leveraging customer-based competitive intelligence: the pivotal role of social capital and salesperson adaptive selling skillsJournal of the Academy of Marketing Science, 41
-
Robert Palmatier, L. Scheer, J. Steenkamp (2007)
Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned LoyaltyJournal of Marketing Research, 44
-
Christopher Plouffe, Willy Bolander, Joseph Cote, Bryan Hochstein (2016)
Does the Customer Matter Most? Exploring Strategic Frontline Employees’ Influence of Customers, the Internal Business Team, and External Business PartnersJournal of Marketing, 80
-
(2018)
Up close and personal : Customers increasingly demanding personalised service -
M. Ahearne, C. Bhattacharya, T. Gruen (2005)
Antecedents and consequences of customer-company identification: expanding the role of relationship marketing.The Journal of applied psychology, 90 3
-
Flora Gu, Kineta Hung, D. Tse (2008)
When Does Guanxi Matter? Issues of Capitalization and Its Dark SidesJournal of Marketing, 72
-
L. Chonko, Fern Jones, Carl Stevens, E. Jones (2004)
Selling ASAP: Art, Science, Agility, Performance -
J. Feldman, John Lynch (1988)
Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior.Journal of Applied Psychology, 73
-
Cheri Speier, J. Valacich, Iris Vessey (1997)
The effects of task interruption and information presentation on individual decision making -
Daniel McAllister (1995)
Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in OrganizationsAcademy of Management Journal, 38
-
Deepak Sirdeshmukh, Jagdip Singh, B. Sabol (2002)
Consumer Trust, Value, and Loyalty in Relational ExchangesJournal of Marketing, 66
-
E. Jones, Steven Brown, A. Zoltners, Barton Weitz (2005)
The Changing Environment of Selling and Sales ManagementJournal of Personal Selling & Sales Management, 25
-
N. Malhotra (1982)
Information Load and Consumer Decision MakingJournal of Consumer Research, 8
-
K. Grayson (2007)
Friendship versus Business in Marketing RelationshipsJournal of Marketing, 71
-
Vikas Kumar, Eli Jones, R. Venkatesan, Robert Leone (2011)
Is Market Orientation a Source of Sustainable Competitive Advantage or Simply the Cost of CompetingJournal of Marketing, 75
-
E Jones (2005)
105Journal of Personal Selling and Sales Management, 25
-
H. Kelley (1979)
Personal Relationships: Their Structures and Processes -
Lawrence Crosby, K. Evans, D. Cowles (1990)
Relationship Quality in Services Selling: An Interpersonal Influence PerspectiveJournal of Marketing, 54
-
Sandra Shallcross, J. Simpson (2012)
Trust and responsiveness in strain-test situations: a dyadic perspective.Journal of personality and social psychology, 102 5
-
S. Slater, John Narver (1994)
Does Competitive Environment Moderate the Market Orientation-Performance Relationship?:Journal of Marketing, 58
-
A. Zaheer, Bill McEvily, V. Perrone (1998)
Does Trust Matter? Exploring the Effectsof Interorganizational and Interpersonaltrust on PerformanceOrganization Science, 9
-
Rashmi Adaval (2001)
Sometimes It Just Feels Right: The Differential Weighting of Affect-Consistent and Affect- Inconsistent Product InformationJournal of Consumer Research, 28
-
Neil Morgan, E. Anderson, Vikas Mittal (2005)
Understanding Firms’ Customer Satisfaction Information UsageJournal of Marketing, 69
-
C. Katsikeas, Dionysis Skarmeas, Daniel Bello (2009)
Developing successful trust-based international exchange relationshipsJournal of International Business Studies, 40
-
S Chou (2018)
680Journal of Business and Industrial Management, 33
-
Publisher's note Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations
- Publisher
- Springer Journals
- Copyright
- Copyright © Academy of Marketing Science 2020
- ISSN
- 0092-0703
- eISSN
- 1552-7824
- DOI
- 10.1007/s11747-020-00722-6
- Publisher site
- See Article on Publisher Site
Abstract
Extant research examining interpersonal trust in business-to-business (B2B) buyer–seller relationships focuses on its multidimensionality, mainly from a business perspective. Our research captures an element of business relationships that is heretofore under-examined: the personal side of the relationship between the buyer and seller. We examine the interplay between both business and personal trust on performance in the relationship, namely analyzing customer relationship satisfaction and customer loyalty. We also test our model using perceived market turbulence as a moderating variable since turbulence in the marketplace could strain the relationship between the buyer and seller and affect the strength of the statistical relationships between business and personal trust on performance in the relationship.
Journal
Journal of the Academy of Marketing Science – Springer Journals
Published: Nov 9, 2020