The Role of Friendship in Relationship Marketing, Investigated in the Retail Service Industries

REFERENCES

• Allan, G.A. (1989). Friendship: Developing a sociological perspective. Boulder, CO: Westview Press.
   Google Scholar
• Allen, N.J., & Meyer, J.P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63, 1–18.
   Web of Science ®Google Scholar
• Anderson, E., & Weitz, B. (1992, February). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29, 18–34.
   Web of Science ®Google Scholar
• Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94.
   Google Scholar
• Beatty, S.E., Mayer, M., Coleman, J.E., Reynolds, K.E., & Lee, J. (1996). Customer−sales associate retail relationships. Journal of Retailing, 72(3), 223–247.
   Web of Science ®Google Scholar
• Bell, R.R. (1981). Worlds of friendship. Beverly Hills, CA: Sage.
   Google Scholar
• Berry, L.L. (1995). Relationship marketing of services—Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245.
   Google Scholar
• Chin, W.W. (1998). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), 7–16.
   Web of Science ®Google Scholar
• Chin, W.W., & Newsted, P.R. (1999). Structural equation modeling analysis with small samples using partial least squares. In R. Hoyle (Ed.), Statistical strategies for small sample research (pp. 307–341). Thousand Oaks, CA: Sage.
   Google Scholar
• Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale, NJ: Lawrence Erlbaum Associates.
   Google Scholar
• Crosby, L.A., Evans, K.R., & Cowles, D. (1990, July). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54, 68–81.
   Web of Science ®Google Scholar
• Duck, S. (1994). Meaningful relationships: Talking, sense, and relating. Thousand Oaks, CA: Sage.
   Google Scholar
• Dwyer, F.R., Schurr, P.H., & Oh, S. (1987, April). Developing buyer−seller relationships. Journal of Marketing, 51, 11–27.
   Web of Science ®Google Scholar
• Fischer, C.S. (1982). What do we mean by “friend”? An inductive study. Social Networks, 3(4), 287–306.
   Web of Science ®Google Scholar
• Fornell, C., & Cha, J. (1994). Partial least squares. In R.P. Bagozzi (Ed.), Advanced methods of marketing research (pp. 52–78). Oxford, England: Blackwell Publishers.
   Google Scholar
• Fournier, S., Dobscha, S., & Mick, D.G. (1998, January/February). Preventing the premature death of relationship marketing. Harvard Business Review, 76, 42–51.
   PubMed Web of Science ®Google Scholar
• Grayson, K. (2007, October). Friendship versus business in marketing relationships. Journal of Marketing, 71, 121–139.
   Web of Science ®Google Scholar
• Gwinner, K.P., Gremler, D.D., & Bitner, M.J. (1998). Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science, 26(2), 101–114.
   Web of Science ®Google Scholar
• Hartup, W.W. (1975). The origins of friendships. In M. Lewis & L.A. Rosenblum (Eds.), Friendship and peer relations (pp. 11–26). New York, NY: John Wiley & Sons.
   Google Scholar
• Hays, R.B. (1985). A longitudinal study of friendship development. Journal of Personality and Social Psychology, 48(4), 909–924.
   PubMed Web of Science ®Google Scholar
• Hays, R.B. (1988). Friendship. In S.W. Duck (Ed.), Handbook of personal relationships: Theory, research, and interventions (pp. 391–408). New York, NY: John Wiley & Sons.
   Google Scholar
• Haytko, D.L. (2004). Firm-to-firm and interpersonal relationships: Perspectives from advertising agency account managers. Journal of the Academy of Marketing Science, 32(3), 312–328.
   Web of Science ®Google Scholar
• Heide, J.B., & Wathne, K.H. (2006, July). Friends, business-people, and relationship roles: A conceptual framework and a research agenda. Journal of Marketing, 70, 90–103.
   Web of Science ®Google Scholar
• Hennig-Thurau, T., Gwinner, K.P., & Gremler, D.D. (2002, February). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4, 230–247.
   Google Scholar
• Hennig-Thurau, T., Houston, M. B., & Walsh, G. (2006). The differing roles of success drivers across sequential channels: An application to the motion picture industry. Journal of the Academy of Marketing Science, 34(4), 559–575.
   Google Scholar
• Hennig-Thurau, T., & Klee, A. (1997, December). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14, 737–765.
   Web of Science ®Google Scholar
• Henseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319.
   Web of Science ®Google Scholar
• Hess, R.L. , Jr., Ganesan, S., & Klein, N.M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145.
   Web of Science ®Google Scholar
• Hur, W.-M., Kim, H.K., & Kim, H. (2013). Investigation of the relationship between service values and loyalty behaviors under high commitment. Service Business, 7, 103–119.
   Web of Science ®Google Scholar
• Johnson, M.D., & Selnes, F. (2004, April). Customer portfolio management: Toward a dynamic theory of exchange relationships. Journal of Marketing, 68, 1–17.
   Web of Science ®Google Scholar
• Ledbetter, A.M., Griffin, E., & Sparks, G.G. (2007). Forecasting “friends forever”: A longitudinal investigation of sustained closeness between best friends. Personal Relationships, 14, 343–350.
   Web of Science ®Google Scholar
• McEwen, W.J. (2005). Married to the brand: Why consumers bond with same brands for life. Princeton, NJ: Gallup Press.
   Google Scholar
• Morgan, R.M., & Hunt, S.D. (1994, July). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20–38.
   Web of Science ®Google Scholar
• Nunnally, J.C. (1978). Psychometric theory. New York, NY: McGraw-Hill.
   Google Scholar
• Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460–469.
   Web of Science ®Google Scholar
• Palmatier, R.W., Dant, R.P., Grewal, D., & Evans, K.R. (2006, October). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70, 136–153.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L.L. (1988, spring). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12–40.
   Web of Science ®Google Scholar
• Price, L.L., & Arnould, E.J. (1999, October). Commercial friendships: Service provider−client relationships in context. Journal of Marketing, 63, 38–56.
   Web of Science ®Google Scholar
• Rawlins, W.K. (1992). Friendship matters. Hawthorne, NY: Aldine de Gruyter.
   Google Scholar
• Reynolds, K.E., & Beatty, S.E. (1999). Customer benefits and company consequences of customer−salesperson relationships in retailing. Journal of Retailing, 75(1), 11–32.
   Web of Science ®Google Scholar
• Rubin, Z., & Shenker, S. (1978). Friendship, proximity, and self-disclosure. Journal of Personality, 46, 1–22.
   PubMed Web of Science ®Google Scholar
• Silver, A. (1990, May). Friendship in commercial society: Eighteenth-century social theory and modern sociology. American Journal of Sociology, 95, 1474–1504.
   Web of Science ®Google Scholar
• Subramani, M. (2004). How do suppliers benefit from information technology use in supply chain relationships? MIS Quarterly, 28(1), 45–73.
   Web of Science ®Google Scholar
• Tax, S.S., Brown, S.W., & Chandrashekaran, M. (1998, April). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60–76.
   Web of Science ®Google Scholar
• Tesch, S.A., & Martin, R.R. (1983). Friendship concepts of young adults in two age groups. Journal of Psychology, 115(1), 7–12.
   Web of Science ®Google Scholar
• Wright, P.H. (1985). The acquaintance description form. In S. Duck & D. Perlman (Eds.), Understanding personal relationships: An interdisciplinary approach (pp. 39–62). London, England: Sage.
   Google Scholar
• Yi, Y., & Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Industrial Marketing Management, 37, 767–783.
   Web of Science ®Google Scholar
• Yim, C.K., Tse, D.K., & Chan, K.W. (2008, December). Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services. Journal of Marketing Research, 45, 741–756.
   Web of Science ®Google Scholar