819
Views
12
CrossRef citations to date
0
Altmetric
Articles

The Effects of Relationship Marketing on Share of Business: A Synthesis and Comparison of Models

, &

REFERENCES

  • Anderson, E. and B. Weitz (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science 8( Fall): 310–323.
  • Anderson, E. and B. Weitz (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research 29( February): 18–34.
  • Anderson, J. C. and D. W. Gerbing (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103(3): 411–423.
  • Anderson, J. C. and J. A. Narus (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing 54( January): 42–58.
  • Athanasopoulou, P. (2009). Relationship quality: A critical literature review and research agenda. European Journal of Marketing 43(5/6): 583–610.
  • Bagozzi, R. (1995). Reflections on relationship marketing in consumer markets. Journal of the Academy of Marketing Science 23( 4): 272–277.
  • Bagozzi, R. P. (1984). A prospectus for theory construction in marketing. Journal of Marketing 48( Winter): 11–29.
  • Bagozzi, R. P. and Y. Yi (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16(Spring): 74–94.
  • Baker, T., P. Simpson, and J. Siguaw (1999). The impact of suppliers’ perceptions of reseller market orientation on key relationship constructs. Journal of the Academy of Marketing Science 27(1): 50–57.
  • Bansal, H. S., P. G. Irving, and S. F. Taylor (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science 32(3): 234–250.
  • Bejou, D., B. Wray, and T. Ingram (1996). Determinants of relationship quality: An artificial neural network analysis. Journal of Business Research 36(2): 137–143.
  • Bejou, D., C. T. Ennew, and A. Palmer (1998). Trust, ethics and relationship satisfaction. International Journal of Bank Marketing 16(4): 170–175.
  • Boles, J. S., J. Johnson, and H. C. Barksdale (2000). How salespeople build quality relationships: A replication and extension. Journal of Business Research 48(1): 75–81.
  • Bradford, K., S. Brown, S. Ganesan, G. Hunter, V. Onyemah, R. Palmatier, D. Rouziès, R. Spiro, H. Sujan, and B. Weitz (2010). The embedded sales force: Connecting buying and selling organizations. Marketing Letters 21(3): 239–253.
  • Crosby, L., K. Evans, and D. Cowles (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing 54( July): 68–81.
  • De Ruyeter, K., L. Moorman, and J. Lemmink (2001). Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Industrial Marketing Management 30(3): 271–286.
  • De Wulf, K., G. Odekerken-Schröder, and D. Iacobucci (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing 65( October): 33–50.
  • Diamantopoulos, A. and J. A. Siguaw (2000). Introducing LISREL: A guide for the uninitiated. London: Sage Publications Ltd.
  • Doney, P. and J. Cannon (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing 61( April): 35–51.
  • Dorsch, M., S. Swanson, and S. Kelley (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science 26(2): 128–142.
  • Dwyer, P., H. Schurr, and S. Oh (1987). Developing buyer–seller relationships. Journal of Marketing 51( April): 11–27.
  • Farrelly, F. and P. Quester (2005). Examining important relationship quality constructs of the focal sponsorship exchange. Industrial Marketing Management 34(3): 211–219.
  • Fornell, C. and D. Larcker(1981). Structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18(1): 39–50.
  • Frazier, G. L. (2011). From the incoming editor. Journal of Marketing 75( July): 1–2.
  • Friman, M., T. Garling, B. Millet, J. Mattsson, and R. Johnston (2002). An analysis of international business-to-business relationships based on the commitment–trust theory. Industrial Marketing Management 31(5): 403–409.
  • Geyskens, I., J. Steenkamp, L. Sheer, and N. Kumar (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of Research in Marketing 13(4): 303–317.
  • Goodman, L. and P. Dion (2001). The determinants of commitment in the distributor–manufacturer relationship. Industrial Marketing Management 30(3): 287–300.
  • Grönroos, C. (2000). Service management and marketing: A customer relationship management approach (2nd ed.). Chichester: John Wiley and Sons.
  • Gruen, T. W., J. O. Summers, and F. Acito (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing 64( July): 34–49.
  • Gundlach, G., R. Achrol, and J. Mentzer (1995). The structure of commitment in exchange. Journal of Marketing 59( January): 78–92.
  • Han, S., D. Wilson, and T. Dant (1993). Buyer–supplier relationships today. Industrial Marketing Management 22(4): 331–338.
  • Heide, J., and G. John (1993). Measurement issues in research on inter-firm relationships. In Business marketing: An interactive and network perspective, ed. D. T. Wilson and K. Moller, 531–554. Boston, MA: PWS-Kent.
  • Henderson, C. M., J. T. Beck, and R. W. Palmatier (2011). Review of the theoretical underpinnings of loyalty programs. Journal of Consumer Psychology 21(3): 256–276.
  • Hennig-Thurau, T., K. Gwinner, and D. Gremler (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research 4(3): 230–247.
  • Hewett, K., R. Money, and S. Sharma (2002). An exploration of the moderating role of buyer corporate culture in industrial buyer–seller relationships. Journal of the Academy of Marketing Science 30(3): 229–239.
  • Holmlund, M. (2001). The D&D model: Dimensions and domain of relationship quality perceptions. Service Industries Journal 1(3): 13–36.
  • Hughes, D. E., J. Le Bon, and A. Rapp (2013). Gaining and leveraging customer-based competitive intelligence: The pivotal role of social capital and salesperson adaptive selling skills. Journal of the Academy of Marketing Science 41(1): 91–110.
  • Huntley, J. (2006). Conceptualization and measurement of relationship quality: Linking relationship quality to actual sales and recommendation intention. Industrial Marketing Management 35(6): 703–714.
  • Ivens, B. S. and C. Pardo (2007). Are key account relationships different? Empirical results on supplier strategies and customer reactions. Industrial Marketing Management 36(4): 470–482.
  • Kohli, A. K. (2011). From the editor: Reflections on the review process. Journal of Marketing 75( November): 1–4.
  • Krasnikov, A., S. Jayachandran, and V. Kumar (2009). The impact of customer relationship management implementation on cost and profit efficiencies: Evidence from the U.S. commercial banking industry. Journal of Marketing 73(6): 61.
  • Kumar, N., L. Scheer, and J. Steenkamp (1995). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research 32( February): 54–65.
  • Leuthesser, L. (1997). Supplier relational behaviour: An empirical assessment. Industrial Marketing Management 26(3): 245–254.
  • McQuiston, D. H. (2001). A conceptual model for building and maintaining relationships between manufacturers’ representatives and their principals. Industrial Marketing Management 30(2): 165–181.
  • Moorman, C., G. Zaltman, and R. Deshpande (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research 29( August): 314–328.
  • Morgan, R. and S. Hunt (1994). The commitment–trust theory of relationship marketing. Journal of Marketing 58(July): 20–38.
  • Naudé, P. and F. Buttle (2000). Assessing relationship quality. Industrial Marketing Management 29(4): 351–361.
  • Nyaga, G. N. and J. M. Whipple (2011). Relationship quality and performance outcomes: Achieving a sustainable competitive advantage. Journal of Business Logistics 32(4): 345–360.
  • O’Reily, C. and J. Chatman (1986). Organizational commitment and psychological attachments: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology 71(3): 492–499.
  • Palmatier, R. W. (2008). Interfirm relational drivers of customer value. Journal of Marketing 72( July): 76–89.
  • Palmatier, R. W., C. B. Jarvis, J. R. Bechkoff, and F. R. Kardes (2009). The role of customer gratitude in relationship marketing. Journal of Marketing 73( September): 1–18.
  • Palmatier, R. W., L. K. Sheer, K. R. Evans, and T. J. Arnold (2008). Achieving relationship marketing effectiveness in business-to-business exchanges. Journal of the Academy of Marketing Science 36(2): 174–190.
  • Palmatier, R. W., L. K. Sheer, M. B. Houston, K. R. Evans, and S. Gopalakrishna (2007). Use of relationship marketing programs in building customer–salesperson and customer–firm relationships: Differential influences on financial outcomes. International Journal of Research in Marketing 24(2): 210–223.
  • Palmatier, R. W., M. B. Houston, R. P. Dant, and D. Grewal (2013). Relationship velocity: Toward a theory of relationship dynamics. Journal of Marketing 77( January): 13–30.
  • Palmatier, R. W., R. P. Dant, and D. Grewal (2007). A comparative longitudinal analysis of theoretical perspectives of interorganizational relationship performance. Journal of Marketing 71( October): 172–194.
  • Palmatier, R. W., R. P. Dant, D. Grewal, and K. R. Evans (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing 70(4): 136–153.
  • Palmer, A. and D. Bejou (1994). Buyer–seller relationships: A conceptual model and empirical investigation. Journal of Marketing Management 10(6): 495–512.
  • Peppers, D. and M. Rogers (1995). A new marketing paradigm: Share of customer, not market share. Managing Service Quality 5(3): 48–51.
  • Ping, R. A., Jr. (1995). A parsimonious estimation technique for interaction and quadratic latent variables. Journal of Market Research 32( August): 336–347.
  • Ramaseshan, B., L. Yip, and J. Pae (2006). Power, satisfaction and relationship commitment in Chinese store–tenant relationships and their impact on performance. Journal of Retailing 82(1): 63–70.
  • Rauyruen, P. and K. Miller (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research 60(1): 21–31.
  • Reichheld, F. and W. Sasser (1990). Zero defections: Quality comes to services. Harvard Business Review 68(5): 105–111.
  • Roberts, K., S. Varki, and R. Brodie (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing 37(1/2): 169–196.
  • Rusbult, C. (1983). A longitudinal test of the investment model: The development (and deterioration) of satisfaction and commitment in heterosexual involvements. Journal of Personality and Social Psychology 45( July): 101–117.
  • Saxe, R. and B. Weitz (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19( August): 343–351.
  • Smith, J. (1998). Buyer–seller relationships: Similarity, relationship management, and quality. Psychology and Marketing 15(1): 3–21.
  • Stock, R. M. and W. D. Hoyer (2005). An attitude–behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science 33(4): 356–352.
  • Sutton, R. I. and B. M. Staw (1995). What theory is not. Administrative Science Quarterly 40(3): 371–384.
  • Ulaga, W. and A. Eggert (2006). Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships. European Journal of Marketing 40(3/4): 311–327.
  • Van Bruggen, G., M. Kacker, and C. Nieuwlaat (2005). The impact of channel function performance on buyer–seller relationships in marketing channels. International Journal of Research in Marketing 22(2): 141–158.
  • Venetis, A. and Ghauri, P. (2004). Service quality and customer retention: Building long term relationships. European Journal of Marketing 38(11/12): 1577–1598.
  • Walter, A., T. Muller, G. Helfert, and T. Ritter (2003). Functions of industrial supplier relationships and their impact on relationship quality. Industrial Marketing Management 32(2): 159–169.
  • Weick, K. E. (1995). What theory is not, theorizing is. Administrative Science Quarterly 40(3): 385–390.
  • Williams, K. and R. Spiro (1985). Communication style in the salesperson–customer dyad. Journal of Marketing Research 22( November): 434–442.
  • Williams, K., R. Spiro, and L. Fine (1990). The customer–salesperson dyad: An interaction/communication model and review. Journal of Personal Selling and Sales Management 10( Summer): 29–43.
  • Wilson, D. (1995). An integrated model of buyer–seller relationships. Journal of the Academy of Marketing Science 23(4): 335–345.
  • Woo, K. and C. T. Ennew (2004). Business-to-business relationship quality: An IMP interaction-based conceptualisation and measurement. European Journal of Marketing 38(9/10): 1252–1271.
  • Wray, B., A. Palmer, and D. Bejou (1994). Using neural network analysis to evaluate buyer–seller relationships. European Journal of Marketing 28(10): 32–48.
  • Yelkur, R. and M. DaCosta (2001). Differential pricing and segmentation on the internet: The case of hotels. Management Decision 39(4): 252–261.

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.