223
Views
1
CrossRef citations to date
0
Altmetric
Original Articles

How do SMEs bond to their retailers through value creation?

Pages 537-552 | Published online: 11 Mar 2014

References

  • Achrol, R. S., and M. J. Etzel. 2003. “The Structure of Reseller Goals and Performance in Marketing Channels.” Journal of the Academy of Marketing Science 31 (2): 146–163.
  • Ahmad, R., and F. Buttle. 2002. “Customer Retention Management: A Reflection of Theory and Practice.” Marketing Intelligence & Planning 20 (3): 149–161.
  • Ailawadi, K. L. 2001. “The Retail Power-Performance Conundrum: What Have We Learned?” Journal of Retailing 77 (3): 299–318.
  • Anderson, J. C., and J. A. Narus. 1990. “A Model of Distributor Firm and Manufacturing Firm Working partnerships.” Journal of Marketing 54 (1): 42–58.
  • Ang, L., and F. Buttle. 2006. “Customer Retention Management Processes.” European Journal of Marketing 40 (1/2): 83–99.
  • Boles, J. S., H. C. Barksdale, and J. T. Barksdale. 1997. “Business Relationships: An Examination of the Effects of Buyer-Salesperson Relationships on Customer Retention and Willingness to Refer and Recommend.” Journal of Business & Industrial Marketing 12 (3/4): 253–263.
  • Bonner, J. M., and R. J. Calantone. 2005. “Buyer Attentiveness in Buyer-Supplier Relationships.” Industrial Marketing Management 34 (1): 53–61.
  • Cannon, J. R., and W. D. Perreault Jr. 1999. “Buyer–Seller Relationships in Business Markets.” Journal of Marketing Research 36 (4): 439–460.
  • Čater, B., and T. Čater. 2008. “Relationship-Value-Based Antecedents of Customer Satisfaction and Loyalty in Manufacturing.” Journal of Business & Industrial Marketing 24 (8): 585–597.
  • Chiu, R. K., V. L. Wai-Mai, and T. T. Li-Ping. 2002. “Retaining and Motivating Employees. Compensation Preferences in Hong Kong and China.” Personnel Review 31 (4): 402–431.
  • Clark, M., and A. Payne. 1995. “Achieving Long-Term Customer Loyalty: A Strategic Approach.” In Advances in Relationship Marketing, edited by Adrian Payne, 53–56. London: Kogan Page.
  • Claycomb, C., and C. L. Martin. 2001. “Building Customer Relationships: An Inventory of Service Providers’ Objective and Practises.” Marketing Intelligence & Planning 19 (6): 385–399.
  • Collins, A., and S. Burt. 1999. “Dependency in Manufacturer-Retailer Relationships: The Potential Implications of Retail Internationalization for Indigenous Food Manufacturers.” Journal of Marketing Management 15 (7): 673–693.
  • Cox, A. 1999. “Power, Value and Supply Chain Management.” Supply Chain Management: An International Journal 4 (4): 167–175.
  • Davis-Sramek, B., C. Droge, J. T. Mentzer, and M. B. Myers. 2009. “Creating Commitment and Loyalty Behaviour Among Retailers: What Are the Roles of Service Quality and Satisfaction?” Journal of The Academy of Marketing Science 37 (4): 440–454.
  • Davis-Sramek, B., J. T. Mentzer, and T. P. Stank. 2008. “Creating Consumer Durable Retailer Customer Loyalty Through Order Fulfilment Service Operations.” Journal of Operations Management 26 (6): 781–797.
  • Day, J., A. A. Dean, and P. L. Reynolds. 1998. “Relationship Marketing: Its Key Role in Entrepreneurship.” Long Range Planning 31 (6): 828–837.
  • Dyer, J. H., and H. Singh. 1998. “The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage.” Academy of Management Review 23 (4): 660–679.
  • Easton, G., and L. Araujo. 1993. “A Resource-Based View of Industrial Networks.” Paper presented at the 9th IMP Conference, Bath, September 23–25.
  • Eggert, A., and W. Ulaga. 2002. “Customer Perceived Value: A Substitute for Satisfaction in Business Markets.” Journal of Business & Industrial Marketing 17 (2/3): 107–118.
  • El-Ansary, A. I. 2006. “Marketing Strategy: Taxonomy and Frameworks.” European Business Review 18 (4): 266–293.
  • Emerson, C. J., and C. M. Grimm. 1999. “Buyer-Seller Customer Satisfaction: The Influence of the Environment and Customer Service.” Journal of Business & Industrial Marketing 14 (5): 403–415.
  • Fink, R. C., W. L. James, K. J. Hatten, and L. Bakstran. 2007. “Supplier Strategies to Increase Customer Purchases over the Duration of Customer-Supplier Relationships.” Journal of Business & Industrial Marketing 23 (8): 529–543.
  • Ganesan, S., M. George, S. Jap, R. W. Palmantier, and B. Weitz. 2009. “Supply Chain Management and Retailer Performance: Emerging Trends, Issues, and Implications for Research and Practice.” Journal of Retailing 85 (1): 84–94.
  • Gassenheimer, J. B., and R. Ramsey. 1994. “The Impact of Dependence on Dealer Satisfaction: A Comparison of Reseller-Supplier Relationships.” Journal of Retailing 70 (3): 253–266.
  • Gereffi, G. 1999. “International Trade and Industrial Upgrading in the Apparel Commodity Chain.” Journal of International Economics 48 (1): 37–70.
  • Ghosh, A. K., W. B. Joseph, J. T. Gardner, and S. V. Thach. 2004. “Understanding Industrial Distributors’ Expectations of Benefits from Relationships with Suppliers.” Journal of Business & Industrial Marketing 19 (7): 433–443.
  • Gilliland, D. I. 2004. “Designing Channel Incentives to Overcome Reseller Rejection.” Industrial Marketing Management 33 (2): 87–95.
  • Gounaris, S. P. 2005. “Trust and Commitment Influences on Customer Retention: Insights from Business-to-Business Services.” Journal of Business Research 58 (2): 126–140.
  • Grant, R. M. 1991. “The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation.” California Management Review Spring: 114–135.
  • Grönroos, C. 2006. “On Defining Marketing: Finding a New Roadmap for Marketing.” Marketing Theory 6 (4): 395–417.
  • Guenzi, P., and G. Troilo. 2007. “The Joint Contribution of Marketing and Sales to the Creation of Superior Customer Value.” Journal of Business Research 60 (2): 98–107.
  • Haas, A., I. Snehota, and D. Corsaro. 2012. “Creating value in business relationships: The role of sales.” Industrial Marketing Management 41 (1): 94–105.
  • Hansemark, O. C., and M. Albinson. 2004. “Customer Satisfaction and Retention: The Experiences of Individual Employees.” Managing Service Quality 14 (1): 40–57.
  • Hill, J. 2001. “A Multidimensional Study of the Key Determinants of Effective SME Marketing Activity: Part 1.” International Journal of Entrepreneurial Behavior & Research 7 (5): 171–204.
  • Hogarth-Scott, S. 1999. “Retailer-Supplier Partnerships: Hostages to Fortune or the Way Forward for the Millennium.” British Food Journal 101 (9): 668–682.
  • Holm, D., K. Eriksson, and J. Johanson. 1999. “Creating Value Through Mutual Commitment to Business Network Relationships.” Strategic Management Journal 20 (5): 467–486.
  • Hudson, M., A. Smart, and M. Bourne. 2001. “Theory and Practice in SME Performance Measurement Systems.” International Journal of Operations & Production Management 21 (8): 1096–1115.
  • Hughes, D. E., and M. Ahearne. 2010. “Energizing the Reseller's Sales Force: The Power of Brand Identification.” Journal of Marketing 74 (4): 81–96.
  • Iyer, G. R., A. Sharma, and H. Evanschitzky. 2006. “Global Marketing of Industrial Products: Are Interpersonal Relationships Always Critical?” Industrial Marketing Management 35 (5): 611–620.
  • Jarzabkowski, P., and A. P. Spee. 2009. “Strategy-As-Practice: A Review and Future Directions for the Field.” International Journal of Management Reviews 11 (1): 69–95.
  • Jones, M. A., D. L. Mothersbaugh, and S. E. Beatty. 2002. “Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes.” Journal of Business Research 55 (6): 441–450.
  • Joseph, K., and M. U. Kalwani. 1998. “The Role of Bonus Pay in Sales Force Compensation Plans.” Industrial Marketing Management 27 (2): 147–159.
  • Keiningham, T. L., T. Perkins-Munn, L. Aksoy, and D. Estrin. 2005. “Does Customer Satisfaction Lead to Profitability? The Mediating Role of Share-of-Wallet.” Managing Service Quality 15 (2): 172–181.
  • Khalifa, A. S. 2004. “Customer Value: A Review of Recent Literature and an Integrative Configuration.” Management Decision 42 (5): 645–666.
  • Koh, L. S. C., M. Demirbag, M. E. Bayraktar, E. Tatoglu, and S. Zaim. 2007. “The Impact of Supply Chain Management Practises on Performance of SMEs.” Industrial Management & Data Systems 107 (1): 103–124.
  • Kourteli, L. 2000. “Scanning the Business Environment: Some Conceptual Issues.” Benchmarking: An International Journal 7 (5): 406–413.
  • Kracklauer, A., O. Passenheim, and D. Seifert. 2001. “Mutual Customer Approach: How Industry and Trade are Executing Collaborative Customer Relationship Management.” International Journal of Retail & Distribution Management 29 (12): 515–519.
  • Laaequddin, M., B. S. Sahay, V. Sahay, and A. K. Waheed. 2010. “Measuring Trust in Supply Chain Partners’ Relationships.” Measuring Business Excellence 14 (3): 53–69.
  • Lam, S. Y., V. Shankar, M. K. Erramilli, and B. Murthy. 2004. “Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to-Business Service Context.” Journal of the Academy of Marketing Sciences 32 (3): 293–311.
  • Lapierre, J. 2000. “Customer-Perceived Value in Industrial Contexts.” Journal of Industrial and Business Marketing 15 (2/3): 122–140.
  • Lewin, J. E. 2009. “Business Customers’ Satisfaction: What Happens When Suppliers Downsize.” Industrial Marketing Management 38 (3): 283–299.
  • Lin, C. H., P. J. Sher, and H. Y. Shih. 2005. “Past Progress and Future Directions in Conceptualizing Customer Perceived Value.” International Journal of Service Industry Management 16 (4): 318–336.
  • Lindgreen, A., and F. Wynstra. 2005. “Value in Business Markets: What Do We Know? Where Are We Going?” Industrial Marketing Management 34 (7): 732–748.
  • Mahoney, J. T., and J. R. Pandian. 1992. “The Resource-Based View Within the Conversation of Strategic Management.” Strategic Management Journal 13 (5): 363–380.
  • Metsämuuronen, J. 2006. Tutkimuksen tekemisen perusteet ihmistieteissä [Introduction to research methodologies in human sciences]. Jyväskylä: Gummerus Kirjapaino Oy.
  • Nordås, H. K. 2008. “Gatekeepers to Consumer Markets: The Role of Retailers in International Trade.” The International Review of Retail, Distribution and Consumer Research 18 (5): 449–472.
  • O’Dwyer, M. 2009. “Innovative Marketing in SMEs: A Theoretical Framework.” European Business Review 21 (6): 504–515.
  • O’Toole, T., and B. Donaldson. 2002. “Relationship Performance Dimensions of Buyer-Supplier Exchanges.” European Journal of Purchasing & Supply Management 8 (4): 197–207.
  • Palmer, A. 2000. “Co-Operation and Competition: A Darwinian Synthesis of Relationship Marketing.” European Journal of Marketing 34 (5/6): 687–704.
  • Parasuraman, A., V. A. Zeithaml, and L. R. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing 64 (1): 12–40.
  • Pavitt, K. 1990. “What We Know About the Strategic Management of Technology.” California Management Review 32 (3): 17–26.
  • Payne, A. 1995. “Relationship Marketing: A Broadened View of Marketing.” In Advances in Relationship Marketing, edited by Adrian Payne, 29–40. London: Kogan Page.
  • Payne, A. F. T., and S. Holt. 2001. “Diagnosing Customer Value Creation in Relationship Marketing.” British Journal of Management 12 (2): 159–182.
  • Quesada, H., and R. Gazo. 2007. “Methodology for Determining Key Internal Business Processes Based on Critical Success Factors: A Case Study in Furniture Industry.” Business Process Management Journal 13 (1): 5–20.
  • Ravald, A., and C. Grönroos. 1996. “The Value Concept and Relationship Marketing.” European Journal of Marketing 30 (2):19–30.
  • Reichheld, F. F. 1993. “Loyalty-Based Management.” Harvard Business Review 71, March–April. pp 64–73.
  • Reinartz, W. J., and V. Kumar. 2000. “On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing.” Journal of Marketing 64 (4): 17–35.
  • Sánchez-Fernández, R., and M. A. Iniesta-Bonillo. 2007. “The Concept of Perceived Value: A Systematic Review of the Research.” Marketing Theory 7 (4): 427–451.
  • Schellhase, R., P. Hardock, and M. Ohlwein. 1999. “Customer Satisfaction in Business-to-Business Marketing: The Case of Retailer Organizations and Their Suppliers.” Journal of Business & Industrial Marketing 14 (5/6): 416–432.
  • Sezen, B., and C. Yilmaz. 2007. “Relative Effects of Dependence and Trust on Flexibility, Information Exchange, and Solidarity in Marketing Channels.” Journal of Business & Industrial Marketing 22 (1): 41–51.
  • Sheu, C., H. R. Yen, and B. Chae. 2006. “Determinants of Supplier-Retailer Collaboration: Evidence from an International Study.” International Journal of Operations & Production Management 26 (1): 24–49.
  • Simpson, P. M., J. A. Siguaw, and T. L. Baker. 2001. “A Model of Value Creation. Supplier Behaviours and Their Impact on Reseller-Perceived Value.” Industrial Marketing Management 30 (2): 119–134.
  • Simpson, M., and N. Taylor. 2002. “The Role and Relevance of Marketing in SMEs: Towards a New Model.” Journal of Small Business and Enterprise Development 9 (4): 370–382.
  • Slater, S. F., and J. C. Narver. 2000. “Intelligence Generation and Superior Customer Value.” Journal of the Academy of Marketing Science 28 (1): 120–127.
  • Sminia, H. 2005. “Strategy Formation as Layered Discussion.” Scandinavian Journal of Management 21 (3): 267–291.
  • Spiteri, J. M., and P. A. Dion. 2004. “Customer Value, Overall Satisfaction, End-User Loyalty, and Market Performance in Detail-Intensive Industries.” Industrial Marketing Management 33 (8): 675–687.
  • St-Pierre, J., and S. Delisle. 2006. “An Expert Diagnosis System for the Benchmarking of SMEs’ Performance.” Benchmarking: An International Journal 13 (1/2): 106–119.
  • Sweeney, J. C., and G. N. Soutar. 2001. “Consumer Perceived Value: The Development of a Multiple Item Scale.” Journal of Retailing 77 (2): 203–230.
  • Tam, J. L. M. 2004. “Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model.” Journal of Marketing Management 20 (7/8): 897–917.
  • Teece, D. J., G. Pisano, and A. Shuen. 1997. “Dynamic Capabilities and Strategic Management.” Strategic Management Journal 18 (7): 509–533.
  • Tzokas, N., and M. Saren. 1999. “Value Transformation in Relationship Marketing.” Australasian Marketing Journal 7 (1): 52–62.
  • Ulaga, W., and S. Chacour. 2001. “Measuring Customer-Perceived Value in Business Markets. A Prerequisite for Marketing Strategy Development and Implementation.” Industrial Marketing Management 30 (6): 525–540.
  • Ulaga, W., and A. Eggert. 2006. “Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status.” Journal of Marketing 70 (1): 119–136.
  • Van der Haar, J. W., R. G. M. Kemp, and O. Omta. 2001. “Creating Value That Cannot Be Copied.” Industrial Marketing Management 30 (8): 627–636.
  • Vriens, M., and F. T. Hofstede. 2000. “Linking Attribute Benefits and Consumer Values.” Marketing Research 12 (3): 5–10.
  • Wathne, K., H. Biong, and J. Heide. 2001. “Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects.” Journal of Marketing 65 (2): 54–66.
  • Watson, G. H. 2002. “Peter Drucker: Delivering Value to Customers.” Quality Progress 35 (5): 55–61.
  • Weber, J. A. 2001. “Partnering with Resellers in Business Markets.” Industrial Marketing Management 30 (2): 87–99.
  • Woodall, T. 2003. “Conceptualizing Value for Customer: An Attributional, Structural and Dispositional Analyses.” Academy of Marketing Science Review 2003 (12). http://www.amsreview.org/articles/woodall12-2003.pdf
  • Woodruff, R. B. 1997. “Customer Value: The Next Source for Competitive Advantage.” Journal of the Academy of Marketing Science 25 (2): 139–153.
  • Yau, O. H. M., P. R. McFetridge, R. P. M. Chow, J. S. Y. Lee, L. I. M. Sin, and A. C. B. Tse. 2000. “Is Relationship Marketing for Everyone.” European Journal of Marketing 34 (9/10): 1111–1127.
  • Yilmaz, C., B. Sezen, and E. T. Kabadayi. 2004. “Supplier Fairness as a Mediating Factor in the Supplier Performance-Reseller Satisfaction Relationship.” Journal of Business Research 57 (8): 854–863.
  • Zeithaml, V. A. 1988. “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence.” Journal of Marketing 52 (3): 2–22.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.