Life Insurance Service Providers’ Attributes and Relationship Quality

REFERENCES

• Aaker , D. A. ( 1992 ). The value of brand equity . The Journal of Business Strategy , 3 ( 4 ), 27 – 32 .
   Google Scholar
• Arbuckle , J. ( 2006 ). Amos 7.0 user's guide . Spring House , PA : Amos Development Corporation .
   Google Scholar
• Babakus , E. , & Yavas , U. ( 2008 ). Does customer sex influence the relationship between perceived quality and share of wallet? Journal of Business Research , 61 , 974 – 981 .
   Web of Science ®Google Scholar
• Baker , J. , Grewal , D. , & Parasuraman , A. ( 1994 ). The influence of store environment on quality inferences and store image . Journal of the Academy of Marketing Science , 22 , 328 – 339 .
   Google Scholar
• Behling , D. U. , & Williams , E. A. ( 1991 ). Influence of dress on perception of intelligence and expectations of scholastic achievement . Clothing and Textiles Research Journal , 9 ( 4 ), 1 – 7 .
   Google Scholar
• Bejou , D. , Wray , B. , & Ingram , T. N. ( 1996 ). Determinants of relationship quality: An artificial neural network analysis . Journal of Business Research , 36 , 137 – 143 .
   Web of Science ®Google Scholar
• Beloucif , A. , Donaldson , B. , & Kazanci , U. ( 2004 ). Insurance broker-client relationships: An assessment of quality and duration . Journal of Financial Services Marketing , 8 , 327 – 342 .
   Google Scholar
• Bennett , R. , & Barkensjo , A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organizations. International Journal of Service Industry Management , 16(1), 81–106.
   Google Scholar
• Bhagat , P. S. , & Williams , J. D. ( 1998 ). Understanding gender differences in professional service relationships . Journal of Consumer Marketing , 25 ( 1 ), 16 – 22 .
   Google Scholar
• Bloemer , J. , Odekerken-Schröder , G. , & Kestens , L. ( 2003 ). The impact of need for social affiliation and consumer relationship proneness on behavioural intentions: An empirical study in a hairdresser's context . Journal of Retailing and Consumer Services , 10 , 231 – 240 .
   Google Scholar
• Boles , J. S. , Johnson , J. T. , & Barksdale , H. C. , Jr. ( 2000 ). How salespeople build quality relationships: A replication and extension . Journal of Business Research , 48 ( 1 ), 75 – 81 .
   Web of Science ®Google Scholar
• Brady , M. K. , & Cronin , J. J. , Jr. ( 2001 ). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 ( 3 ), 34 – 49 .
   Web of Science ®Google Scholar
• Braunsberger , K. , & Munch , J. M. ( 1998 ). Source expertise versus experience effects in hospital advertising . Journal of Services Marketing , 12 ( 2 ), 23 – 38 .
   Google Scholar
• Burton , S. , Netemeyer , R. G. , & Lichtenstein , D. R. ( 1994 ). Gender differences for appearance-rated attitudes and behaviors: Implications for consumer welfare . Journal of Public Policy & Marketing , 13 ( 2 ), 60 – 75 .
   Google Scholar
• Busch , P. , & Wilson , D. T. ( 1976 ). An experimental analysis of salesman's expert and referent bases of social power in the buyer-seller dyad . Journal of Marketing Research , 13 ( 1 ), 3 – 11 .
   Web of Science ®Google Scholar
• Chen , Z. X. , Shi , Y. , & Dong , D. H. ( 2008 ). An empirical study of relationship quality in a service setting: A Chinese case . Marketing Intelligence & Planning , 26 ( 1 ), 11 – 25 .
   Google Scholar
• Chi , H. K. , Yeh , H. R. , & Chiou , C. Y. ( 2008 ). The mediating effects of internet marketing on transformational leadership and job performance of insurance salespersons in Taiwan . The Business Review, Cambridge , 11 ( 1 ), 173 – 180 .
   Google Scholar
• Crosby , L. A. , Evans , K. R. , & Cowles , D. ( 1990 ). Relationship quality in services selling: An interpersonal influence perspective . Journal of Marketing , 54 ( 3 ), 68 – 81 .
   Web of Science ®Google Scholar
• Crosby , L. A. , & Stephens , N. ( 1987 ). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry . Journal of Marketing Research , 24 , 404 – 411 .
   Web of Science ®Google Scholar
• De Wulf , K. , Odekerken-Schroder , G. , & Lacobucci , D. ( 2001 ). Investments in consumer relationships: A cross-country and cross-industry exploration . Journal of Marketing , 65 ( 4 ), 33 – 50 .
   Web of Science ®Google Scholar
• Doney , P. M. , & Cannon , J. P. ( 1997 ). An examination of the nature of trust in buyer-seller relationships . Journal of Marketing , 61 ( 2 ), 35 – 51 .
   Web of Science ®Google Scholar
• Dwyer , F. R. , Schurr , P. H. , & Oh , S. ( 1987 ). Output sector munificence effects on the internal political economy of marketing channels . Journal of Marketing Research , 24 , 347 – 359 .
   Web of Science ®Google Scholar
• Fournier , S. ( 1998 ). Consumers and their brands: Developing relationship theory in consumer research . Journal of Consumer Research , 24 , 343 – 373 .
   Web of Science ®Google Scholar
• Hansemark , O. C. , & Albinsson , M. ( 2004 ). Customer satisfaction and retention: The experiences of individual employees . Managing Service Quality , 14 ( 1 ), 40 – 57 .
   Google Scholar
• Hartline , M. D. , Maxham , J. G. , III, & McKee , D. O. ( 2000 ). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees . Journal of Marketing , 64 ( 2 ), 35 – 50 .
   Web of Science ®Google Scholar
• Hennig-Thurau , T. , & Klee , A. (1997). The role of dependence balancing in safeguarding transaction-specific assets in conventional channels: A critical reassessment and model development. Psychology and Marketing , 14, 737–764.
   Web of Science ®Google Scholar
• Iacobucci , D. , & Ostrom , A. ( 1993 ). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters . Journal of Consumer Psychology , 2 , 257 – 286 .
   Google Scholar
• Jap , S. D. ( 2000 ). The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle . Journal of Personal Selling & Sales Management , 11 ( 2 ), 95 – 108 .
   Google Scholar
• Johnson , E. M. ( 1981 ). Personal selling in financial institutions . In J. H. Donnelly , & W. R. George (Eds.), Marketing of services (pp. 21 – 24 ). Chicago , IL : American Marketing Association .
   Google Scholar
• Kim , W. G. , & Cha , Y. ( 2002 ). Antecedents and consequences of relationship quality in hotel industry . International Journal of Hospitality Management , 21 , 321 – 338 .
   Google Scholar
• Larson , M. ( 1997 ). Salesforce effectiveness—an opportunity for growth . Perspective on Management Development Review , 10 ( 4/5 ), 171 – 172 .
   Google Scholar
• Liang , C. J. , & Wang , W. H. ( 2007 ). The behavioral sequence of information education services industry in Taiwan: Relationship bonding tactics, relationship quality and behavioral loyalty . Measuring Business Excellence , 11 ( 2 ), 62 – 74 .
   Google Scholar
• Lin , C. P. , & Ding , C. G. ( 2005 ). Opening the black box: Assessing the mediating mechanism of relationship quality and the moderating effects of prior experience in ISP service . International Journal of Service Industry Management , 16 ( 1 ), 55 – 80 .
   Google Scholar
• Lin , C. P. , & Ding , C. G. ( 2006 ). Evaluating group differences in gender during the formation of relationship quality and loyalty in ISP service . Journal of Organizational and End User Computing , 18 ( 2 ), 38 – 62 .
   Google Scholar
• Maas , P. , & Graf , A. ( 2008 ). Customer value analysis in financial services . Journal of Financial Services Marketing , 13 ( 2 ), 107 – 120 .
   Google Scholar
• Macintosh , G. ( 2007 ). Customer orientation, relationship quality, and relational benefits to the firm . Journal of Services Marketing , 21 , 150 – 159 .
   Google Scholar
• Meyers-Levy , J. ( 1988 ). The influence of sex roles on judgment . Journal of Consumer Research , 14 , 522 – 530 .
   Web of Science ®Google Scholar
• Morgan , R. M. , & Hunt , S. D. ( 1994 ). The commitment-trust theory of relationship marketing . Journal of Marketing , 58 ( 3 ), 20 – 38 .
   Web of Science ®Google Scholar
• Morris , T. L. , Gorham , J. , Cohen , S. H. , & Huffman , D. ( 1996 ). Fashion in the classroom: Effects of attire on student perceptions of instructors in college classes . Communication Education , 45 , 135 – 148 .
   Web of Science ®Google Scholar
• Nguyen , N. , & Leblanc , G. ( 2002 ). Contact personnel, physical environment and the perceived corporate image of intangible services by new clients . International Journal of Service Industry Management , 13 , 242 – 262 .
   Google Scholar
• Noble , S. M. , Griffith , D. A. , & Adjei , M. T. ( 2006 ). Drivers of local merchant loyalty: Understanding the influence of gender and shopping motives . Journal of Retailing , 82 ( 3 ), 177 – 188 .
   Web of Science ®Google Scholar
• Nunnally , J. C. ( 1978 ). Psychometric theory , (2nd ed.) . New York , NY : McGraw-Hill .
   Google Scholar
• Odekerken-Schröder , G. , De Wulf , K. , & Schumacher , P. (2003). Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality. Journal of Business Research , 56(3), 177–190.
   Web of Science ®Google Scholar
• Palmatier , R. W. , Dant , R. P. Grewal , D., & Evans , K. R. ( 2006 ). Factors influencing the effectiveness of relationship marketing: A meta-analysis . Journal of Marketing , 70 ( 4 ), 136 – 153 .
   Web of Science ®Google Scholar
• Palmer , A. , & Bejou , D. ( 1995 ). The effects of gender on the development of relationships between clients and financial advisers . The International Journal of Bank Marketing , 13 ( 3 ), 18 – 27 .
   Google Scholar
• Phillip , M. V. , & Suri , R. ( 2004 ). Impact of gender differences on the evaluation of promotional emails . Journal of Advertising Research , 44 ( 4 ), 360 – 369 .
   Web of Science ®Google Scholar
• Rapp , A. , Ahearne , M. , Mathieu , J. , & Schillewaert , N. ( 2006 ). The impact of knowledge and empowerment on working smart and working hard: The moderating role of experience . International Journal of Research in Marketing , 23 , 279 – 293 .
   Web of Science ®Google Scholar
• Rauyruen , P. , & Miller , K. E. ( 2007 ). Relationship quality as a predictor of B2B customer loyalty . Journal of Business Research , 60 ( 1 ), 21 – 31 .
   Web of Science ®Google Scholar
• Reichheld , F. F. ( 1993 ). Loyalty-based management . Harvard Business Review , 71 ( 2 ), 64 – 74 .
   PubMed Web of Science ®Google Scholar
• Roberts , K. , Varki , S. , & Brodie , R. ( 2003 ). Measuring the quality of relationships in consumer services: An empirical study . European Journal of Marketing , 37 ( 1/2 ), 169 – 196 .
   Google Scholar
• Saad , G. , & Gill , T. ( 2000 ). Applications of evolutionary psychology in marketing . Psychology & Marketing , 17 ( 12 ), 1005 – 1035 .
   Web of Science ®Google Scholar
• Shamdasani , P. N. , & Balakrishnan , A. A. ( 2000 ). Determinants of relationship quality and loyalty in personalized services . Asia Pacific Journal of Management , 17 , 399 – 422 .
   Google Scholar
• Shao , C. Y. , Baker , J. A. , & Wanger , J. ( 2004 ). The effects of appropriateness of service contact personnel dress on customer expectations of service quality and purchase intention: The moderating influences of involvement and gender . Journal of Business Research , 57 , 1164 – 1176 .
   Web of Science ®Google Scholar
• Siguaw , J. , Simpson , P. M. , & Baker , T. L. ( 1998 ). Effects of supplier market orientation and the channel relationship: The distributor perspective . Journal of Marketing , 62 ( 3 ), 99 – 111 .
   Web of Science ®Google Scholar
• Smith , B. ( 1998 ). Buyer-seller relationships: similarity, relationship management, and quality . Psychology & Marketing , 15 ( 1 ), 3 – 21 .
   Web of Science ®Google Scholar
• Smith , J. B. , & Barclay , D. W. ( 1997 ). The effect of organizational differences and trust on the effectiveness of selling partner relationships . Journal of Marketing , 61 ( 1 ), 3 – 21 .
   Web of Science ®Google Scholar
• Storbacka , K. , Strandvik , T. , & Grönroos , C. ( 1994 ). Managing customer relationships for profit: The dynamics of relationship quality . International Journal of Service Industry Management , 5 ( 5 ), 21 – 38 .
   Google Scholar
• Walter , A. , Muller , A. T. , Helfert , G. , & Ritter , T. ( 2003 ). Functions of industrial supplier relationships and their impact on relationship quality . Industrial Marketing Management , 32 ( 2 ), 159 – 169 .
   Web of Science ®Google Scholar
• Wang , W. H. , Liang , C. J. , & Wu , Y. D. ( 2006 ). Relationship bonding tactics, relationship quality and customer behavioral loyalty-behavioral sequence in Taiwan's information services industry . Journal of Services Research , 6 ( 1 ), 31 – 57 .
   Google Scholar