135
Views
11
CrossRef citations to date
0
Altmetric
Original Article

Beyond Relationship Quality: Examining Relationship Management Effectiveness

, &
Pages 273-288 | Published online: 08 Dec 2014

References

  • Anderson, Erin, and James A. Narus (1990), "A Model of Distributor Firm and Manufacturer Firm Working Partnerships," Journal of Marketing, 54 (January), 42-58.
  • Anderson, Erin, and Barton A. Weitz (1989), "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, 8 (Fall), 310-323.
  • Anderson, Erin, and Barton A. Weitz (1992), "The Use of Pledges to Build and Sustain Commitment in Marketing Relationships," Journal of Marketing Research, 29 (1), 18-34.
  • Athanasopoulou, Penelope (2009), "Relationship Quality: A Critical Literature Review and Research Agenda," European Journal of Marketing, 43 (5-6), 583-610.
  • Baumeister, Roy F., Ellen Bratslavasky, Catrin Finkenauer, and Kathleen D. Vohs (2001), "Bad Is Stronger Than Good," Review of General Psychology, 5 (4), 323-370.
  • Berry, Leonard L. (1996), "Retailers with a Future," Marketing Management, 5 (Spring), 39-46.
  • Boyle, Brett, F. Robert Dwyer, Robert A. Robicheaux, and James T. Simpson (1992), "Influence Strategies in Marketing Channels: Measures and Use in Different Relationship Structures," Journal of Marketing Research, 29 (November), 462-473.
  • Brown, James R., Anthony T. Cobb, and Robert F. Lusch (2006), "The Roles Played by Interorganizational Contracts and Justice in Marketing Channel Relationships," Journal of Business Research, 59 (2), 166-175.
  • Burgess, Steven M., and Jan-Benedict E. M. Steenkamp (2006), "Marketing Renaissance: How Research in Emerging Markets Advances Marketing Science and Practice," International Journal of Research in Marketing, 23 (4), 337-356.
  • Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990), "Relationship Quality in Services Selling: An Interpersonal Influence Perspective," Journal of Marketing, 54 (July), 68-81.
  • Deshpandé, Rohit, and John U. Farley (1999), "Culture, Customers, and Contemporary Communism: Vietnamese Marketing Under Doi Moi," Asian Journal of Marketing, 7(1), 4-19.
  • De Wulf, Kristof, Gaby Odekerken-Schröder, and Dawn Iacobucci (2001), "Investments in Consumer Relationships: A Cross Country and Cross-Industry Exploration," Journal of Marketing, 65 (October), 33-50.
  • Doney, Patricia M., and Joseph P. Cannon (1997), "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, 61 (2), 35-51.
  • Dwyer, F. Robert, and Sejo Oh (1987), "Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels," Journal of Marketing Research, 24 (November), 347-358.
  • Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), "Developing Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27.
  • Dyer, Barbara, and X. Michael Song (1997), "The Impact of Strategy on Conflict: A Cross-National Comparative Study of U. S. and Japanese Firms," Journal of International Business Studies, 28 (3), 467-493.
  • Emerson, Richard M. (1962), "Power-Dependence Relations," American Sociological Review, 27 (February), 31-41.
  • Etgar, Michael (1979), "Sources and Types of Intra-Channel Conflict," Journal of Retailing, 55 (1), 77-78.
  • Eyuboglu, Nermin, and Andreas Buja (2007), "Quasi-Darwinian Selection in Marketing Relationships," Journal of Marketing, 71 (October), 48-61.
  • Ganesan, Shankar (1994), "Determinants of Long-Term Orientation in Buyer-Seller Relationships," Journal of Marketing, 58 (April), 1-10.
  • Ganesan, Shankar, Steven P. Brown, Babu John Mariadoss, and H. Ho0 (2010), "Buffering and Amplifying Effects of Relationship Commitment in Business-to-Business Relationships," Journal of Marketing Research, 47 (April), 361-373.
  • Garbarino, Ellen, and Mark S. Johnson (1999), "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships," Journal of Marketing, 63 (April), 70-87.
  • Gaski, John F., and John R. Nevin (1985), "The Differential Effects of Exercised and Unexercised Power Sources in a Marketing Channel," Journal of Marketing Research, 22 (May), 130-142.
  • "Global Franchises Converge in Seoul," 2010, Joins.com, August 17.
  • Halinen, Aino, and Jaana Tähtinen (2002), "A Process Theory of Relationship Ending," International Journal of Service Industry Management, 13 (2), 163-180.
  • Heide, Jan B., and George John (1988), "The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels," Journal of Marketing, 52 (January), 20-35.
  • Heide, Jan B., and George John (1992), "Do Norms Matter in Marketing Relationships?" Journal of Marketing, 56 (April), 32-44.
  • Heide, Jan B., and Rodney L. Stump (1995), "Performance Implications of Buyer-Supplier Relationships in Industrial Markets: A Transaction Cost Explanation," Journal of Business Research, 32 (1), 57-66.
  • Heide, Jan B., and Allan M. Weiss (1995), "Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets," Journal of Marketing, 59 (July), 30-43.
  • Hocutt, MaryAnn (1998), "Relationship Dissolution Model: Antecedents of Relationship Commitment and the Likelihood of Dissolving a Relationship," International Journal of Service Industry Management, 9 (2), 189-200.
  • Jambulingam, Thani, Ravi Kathuria, and John R. Nevin (2011), "Fairness-Trust-Loyalty Relationships Under Varying Conditions of Supplier-Buyer Interdependence," Journal of Marketing Theory and Practice, 9, 1 (Winter), 39-56.
  • Jap, Sandy D., and Shankar Ganesan (2000), "Control Mechanisms and the Relationship Life Cycle: Implications for Safeguarding Specific Investments and Developing Commitment," Journal of Marketing Research, 37 (May), 227-245.
  • John, George (1984), "An Empirical Investigation of Some Antecedents of Opportunism in a Marketing Channel," Journal of Marketing Research, 21 (August), 278-289.
  • Johnson, Jean L. (1999), "Strategic Integration in Industrial Distribution Channels: Managing the Interfirm Relationship as a Strategic Asset," Journal of the Academy of Marketing Science, 27 (1), 4-18.
  • Johnson, Jean L., and Ravi S. Sohi (2001), "The Influence of Firm Predispositions on Interfirm Relationship Formation in Business Markets," International Journal of Research in Marketing, 18(4), 299-318.
  • Johnson, Jean L., Ravi S. Sohi, and Rajdeep Grewal (2004), "The Role of Relational Knowledge Stores in Interfirm Partnering," Journal of Marketing, 68 (July), 21-36.
  • Joshi, Ashwin, and Stephen J. Arnold (1998), "How Relational Norms Affect Compliance in Industrial Buying," Journal of Business Research, 41 (2), 105-114.
  • Kang, Bohyeon, and Sejo Oh (2005), "The Effect of Environmental Dynamism on the Dissolution Intention," Journal of Distribution Research, 10 (1), 85-107.
  • Kashyap, Vishal, and Eugene Sivadas (2012), "An Exploratory Examination of Shared Values in Channel Relationships," Journal of Business Research, 65 (5), 586-593.
  • Keaveney, Susan M. (1995), "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 59 (April), 71-82.
  • Kim, Stephen Keysuk (2007), "Relational Behaviors in Marketing Channel Relationships: Transaction Cost Implications," Journal of Business Research, 60 (11), 1125-1134.
  • Kumar, Nirmalya, Lisa K. Scheer, and Jan-Benedict E. M. Steenkamp (1995), "The Effects of Supplier Fairness on Vulnerable Resellers," Journal of Marketing Research, 32 (February), 54-65.
  • Lee, Don Y. (2001), "Power, Conflict, and Satisfaction in IJV Supplier-Chinese Distributor Channels," Journal of Business Research, 52 (2), 149-160.
  • Lewin, Jeffrey E., and Wesley J. Johnston (1997), "Relationship Marketing Theory in Practice: A Case Study," Journal of Business Research, 39 (1), 23-31.
  • Malhotra, Naresh K. (2004), Marketing Research: An Applied Orientation, Upper Saddle River, NJ: Prentice Hall.
  • Moorman, Christine, Rohit Deshpandé, and Gerald Zaltman (1993), "Factors Affecting Trust in Market Research Relationships," Journal of Marketing, 57 (January), 81-101.
  • Moorman, Christine, Gerald Zaltman, and Rohit Deshpandé (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, Robert M., and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.
  • Nunnally, Jum C. (1978), Psychometric Theory, 2d ed., New York: McGraw-Hill.
  • Nyaga, Gilbert M., Judith M. Whipple, and Daniel F. Lynch (2010), "Examining Supply Chain Relationships: Do Buyer and Supplier Perspectives on Collaborative Relationships Differ?" Journal of Operations Management, 28 (2), 101-114.
  • Palmatier, Robert W., Rajiv P. Dant, Dhruv Grewal, and Kenneth R. Evans (2006), "Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis," Journal of Marketing, 70 (October), 136-153.
  • Palmatier, Robert W., Lisa K. Scheer, Kenneth R. Evans, and Todd J. Arnold (2008), "Achieving Relationship Marketing Effectiveness in Business-to-Business Exchanges," Journal of the Academy of Marketing Science, 36 (2), 174-190.
  • Ping, Robert A., Jr. (1993), "The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism, and Neglect," Journal of Retailing, 69 (3), 320-352.
  • Ping, Robert A., Jr. (1995), "Some Uninvestigated Antecedents of Retailer Exit Intention," Journal of Business Research, 34 (November), 171-180.
  • Ping, Robert A., Jr. (1997), "Voice in Business-to-Business Relationships: Cost-of-Exit and Demographic Antecedents," Journal of Retailing, 73 (2), 261-281.
  • Ping, Robert A., Jr. (1999), "Unexplored Antecedents of Exiting in a Marketing Channel," Journal of Retailing, 75 (2), 218-241.
  • Podsakoff, Philip M., and Dennis W. Organ (1986), "Self-Reports in Organizational Research: Problems and Prospects," Journal of Management, 12 (4), 531-544.
  • Podsakoff, Philip M., Scott B. MacKenzie, Jeong-Yeon Lee, and Nathan P. Podsakoff (2003), "Common Method Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies," Journal of Applied Psychology, 88 (5), 879-903.
  • Purinton, Elizabeth F., Deborah E. Rosen, and James M. Curran (2007), "Marketing Relationship Management," Journal of Business-to-Business Marketing, 14 (2), 75-103.
  • Rajamma, Rajasree K., Mohammad Ali Zolfagharian, and Lou E. Pelton (2011), "Dimensions and Outcomes of B2B Relational Exchange: A Meta-Analysis," Journal of Business & Industrial Marketing, 26 (2), 104-114.
  • Roos, Inger (1999), "Switching Processes in Customer Relationships," Journal of Service Research, 2 (1), 68-85.
  • Samaha, Stephen A., Robert W. Palmatier, and Rajiv P. Dant (2011), "Poisoning Relationships: Perceived Unfairness in Channels of Distribution," Journal of Marketing, 75 (3), 99-117.
  • Song, Lisa, and X. Michael Song (2010), "The Role of Information Technologies in Enhancing R&D-Marketing Integration: An Empirical Investigation," Journal of Product Innovation Management, 27 (3), 382-401.
  • Song, X. Michael, Jinhong Xie, and Barbara Dyer (2000), "Antecedents and Consequences of Marketing Managers' Conflict-Handling Behaviors," Journal of Marketing, 64 (1), 50-66.
  • Spekman, Robert E. (1988), "Strategic Supplier Selection: Understanding Long-Term Relationships," Business Horizons, 31 (July-August), 75-81.
  • Stewart, Kate (1998), "The Customer Exit Process—A Review and Research Agenda," Journal of Marketing Management, 14 (4), 235-250.
  • Thibaut, John W., and Harold H. Kelley (1959), The Social Psychology of Groups, New York: John Wiley.
  • Tjosvold, Dean (1991), The Conflict-Positive Organization, Reading, MA: Addison-Wesley.
  • Ulaga, Wolfgang, and Andreas Eggert (2005), "Relationship Value in Business Markets," Journal of Business-to-Business Marketing, 12 (1), 73-99.
  • Ulaga, Wolfgang, and Andreas 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.
  • Williamson, Oliver E. (1975), Markets and Hierarchies: Analysis and Antitrust Implications, New York: Free Press.
  • Woo, Ka-Shing, and Christine T. Ennew (2004), "Business-to-Business Relationship Quality: An IMP Interaction-Based Conceptualization and Measurement," European Journal of Marketing, 38 (9-10), 1252-1271.
  • Yilmaz, Cengiz, and Ebru T. Kabadayi (2006), "The Role of Monitoring in Interfirm Exchange: Effects on Partner Unilateral Cooperation," Journal of Business Research, 59 (12), 1231-1238.
  • Yilmaz, Cengiz, Bulent Sezen, and Ebru T. Kebadayi (2004), "Supplier Fairness as a Mediating Factor in the Supplier Performance-Retailer Satisfaction Relationship," Journal of Business Research, 57 (8), 854-863.
  • Young, Louise, and Sara Denize (1995), "A Concept of Commitment: Alternative View of Relational Continuity in Business Service Relationships," Journal of Business & Industrial Marketing, 10 (5), 22-37.

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.