328
Views
36
CrossRef citations to date
0
Altmetric
Pages 263-283 | Published online: 23 Sep 2013

References

  • Andaleeb, Syed Saad (1996), “An Experimental Investigation of Satisfaction and Commitment in Marketing Channels: The Role of Trust and Dependence,” Journal of Retailing, 72 (1), 77–94.
  • Andaleeb, Syed Saad, and Syed Ferhat Anwar (1998), “Factors Infuencing Customer Trust in Salespersons in a Developing Country,” Journal of International Marketing, 4 (4), 35–52.
  • Anderson, James C., and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach.” Psychological Bulletin, 103 (3), 411–423.
  • Anderson, James C., and James A. Narus (1990), “A Model of Distributor Firm and Manufacturer Firm Working Partnerships,” Journal of Marketing, 54 (1), 42–58.
  • Anselmi, Kenneth, and James E. Zemanek, Jr. (1997), “Relationship Selling: How Personal Characteristics of Salespeople Affect Buyer Satisfaction,” Journal of Social Behavior and Personality, 12 (2), 539–551.
  • Ball, Dwayne, Pedro Simoes Coehlo, and Alexandra Machas (2004), “The Role of Communication and Trust in Explaining Customer Loyalty,” European Journal of Marketing, 38 (9–10), 1272–1293.
  • Bhattacharya, Rajeev, Timothy M. Devinney, and Madan M. Pittutla (1998), “A Formal Model of Trust Based on Outcomes,” Academy of Management Review, 23 (3), 459–472.
  • Boles, James S., Hiram C. Barksdale, and Julie T. Johnson (1996), “What National Account Decision Makers Would Tell Salespeople About Building Relationships,” Journal of Business and Industrial Marketing, 11 (2), 6–18.
  • Boles, James S., Hiram C. Barksdale, and Julie T. Johnson (1997), “Business Relationships: An Examination of the Effects of Buyer–Salesperson Relationships on Customer Retention and Willingness to Refer and Recommend,” Journal of Business and Industrial Marketing, 12 (3–4), 253–265.
  • Brashear, Thomas G., James S. Boles, Danny N. Bellenger, and Charles M. Brooks (2003), “An Empirical Test of Trust-Building Processes and Outcomes in Sales Manager–Salesperson Relationships,” Academy of Marketing Science Journal, 31 (2), 189–201.
  • Busch, Paul, and David T. Wilson (1976), “An Experimental Analysis of a Salesman’s Expert and Referent Bases of Social Power in the Buyer–Seller Dyad,” Journal of Marketing Research, 13 (1), 3–11.
  • Clark, Randy (2003), “A Comparison of Trust Across Relational Form as Established by Dependence Level,” Ph.D. dissertation, Marketing Department, Georgia State University, Atlanta.
  • Cohen, Jacob, and Patricia Cohen (1983), Applied Multiple Regression/Correlation Analysis for Behavior Sciences, 2d ed., Hillsdale, NJ: Lawrence Erlbaum.
  • Cook, Don (1997), “Governance Mechanisms as a Means of Increasing Customer Trust in Online Exchange.” Ph.D. dissertation, Marketing Department, Virginia Polytechnic Institute and State University, Blacksburg.
  • Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990), “Relationship Quality in Services Selling: An Interpersonal Infuence Perspective,” Journal of Marketing, 54 (3), 68–82.
  • Doney, Patricia, and Joseph P. Cannon (1997), “An Examination of the Nature of Trust in Buyer–Seller Relationships,” Journal of Marketing, 61 (2), 35–51.
  • Elsbach, Kimberly (2004), “Managing Images of Trustworthiness in Organizations,” in Trust and Distrust in Organizations: Dilemmas and Approaches, Roderick M. Kramer and Karen S. Cook, eds., New York: Russell Sage Foundation, 275–292.
  • Fechery, George R. (1993), “The Role of Empathy in Sales Agents and Customer Satisfaction in Residential Real Estate Settings,” Ph.D. dissertation, Marketing Department, Nova Southeastern University, Fort Lauderdale, FL.
  • Fletcher, Keith P. , and Linda D. Peters (1997), “Trust and Direct Marketing Environments: A Consumer Perspective,” Journal of Marketing Management, 13 (6), 523–539.
  • Fornell, Claes, and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (1), 39–50.
  • Ganesan, Shankar (1994), “Determinants of Long-Term Orientation in Buyer–Seller Relationships,” Journal of Marketing, 58 (2), 1–19.
  • Garbarino, Ellen, and Mark S. Johnson (1999), “The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships,” Journal of Marketing, 63 (2), 70–87.
  • Gassenheimer, Jule B., and Chris Manolis (2001), “The Infu-ence of Product Customization and Supplier Selection on Future Intentions: The Mediating Effects of Salesperson and Organizational Trust,” Journal of Managerial Issues, 13 (4), 418–435.
  • Gefen, David, Elena Karahanna, and Detmar Straub (2003), “Trust and TAM in Online Shopping: An Integrated Model,” MIS Quarterly, 27 (1), 1–40.
  • Geyskens, Inge, Jan-Benedict E.M. Steenkamp, and Nirmalya Kumar (1999), “A Meta-Analysis of Satisfaction in Marketing Channels,” Journal of Marketing Research, 36 (2), 223–234.
  • Gounaris, Spiros P. (2005), “Trust and Commitment Infuences on Customer Retention: Insights from Business-to-Business Services,” Journal of Business Research, 58 (2), 126–140.
  • Hamilton, David L., and Steven J. Sherman (1996), “Perceiving Persons and Groups,” Psychological Review, 103 (2), 336–355.
  • Hardin, Russell (2002), Trust and Trustworthiness, New York: Russell Sage Foundation.
  • Harmon, Robert R., and Kenneth A. Coney (1982), “The Persuasive Effects of Source Credibility in Buy and Lease Situations,” Journal of Marketing Research, 19 (2), 255–260.
  • Hawes, Jon M., Kenneth W. Mast, and John E. Swan (1989), “Trust Earning Perceptions of Sellers and Buyers,” Journal of Personal Selling & Sales Management, 9, 1 (Spring), 1–8.
  • Hawes, Jon M., C.P. Rao, and Thomas L. Baker (1993), “Retail Salesperson Attributes and the Role of Dependability in the Selection of Durable Goods,” Journal of Personal Selling & Sales Management, 13, 4 (Fall), 61–71.
  • Henthorne, Tony L., Michael S. LaTour, and Alvin J. Williams (1992), “Initial Impressions in the Organizational Buyer–Seller Dyad: Sales Management Implications,” Journal of Personal Selling & Sales Management, 12, 3 (Summer), 57–65.
  • Hu, Li-tze, and Peter M. Bentler (1999), “Cut-Off Criteria for Fit Indexes in Covariance Structure Analysis,” Structural Equation Modeling, 6 (1), 1–55.
  • Jap, Sandy D. (2001), “The Strategic Role of the Salesforce in Developing Customer Satisfaction Across the Relationship Lifecycle,” Journal of Personal Selling & Sales Management, 21, 2 (Spring), 95–108.
  • Johnson, Julie T. (1996), “Infuence of Interfrm Structure and Buyer–Seller Behaviors on Relationship Outcomes,” Ph.D. dissertation, Marketing Department, Georgia State University, Atlanta.
  • Jones, Eli, Jesse N. Moore, Andrea J.S. Stanalad, and Rosalind A.J. Wyatt (1998), “Salesperson Race and Gender and the Access and Legitimacy Paradigm: Does Race Make a Difference?” Journal of Personal Selling & Sales Management, 18, 4 (Fall), 71–88.
  • Jöreskog, Karl, and Dag Sörbom (2001), LISREL, Chicago: Scientifc Software International.
  • Kennedy, Susan M., Linda K. Ferrell, and Debbie T. LeClair (2001), “Consumers’ Trust of Salesperson and Manufacturer: An Empirical Study,” Journal of Business Research, 51 (1), 73–86.
  • Kingschott, Russel (2003), “The Effects of Psychological Contracts Within Supplier–Distributor Relationships,” Massey University, Auckland, New Zealand.
  • Klein, Howard, Michael J. Wesson, John R. Hollenbeck, Patrick M. Wright, and Richard P. Deshon (2001), “The Assessment of Goal Commitment: A Measurement Model Meta-Analy-sis,” Organizational Behavior and Human Decision Processes, 85 (1), 32–55.
  • Kumar, Nirmalya, Lisa Scheer, and Jan-Benedict E.M. Steen-kamp (1995), “The Effects of Perceived Interdependence on Dealer Attitudes,” Journal of Marketing Research, 32 (3), 348–356.
  • Kwon, Ik-Whan (2004), “Factors Affecting the Level of Trust and Commitment in Supply Chain Relationships,” Journal of Supply Chain Management, 40 (2), 4–14.
  • Lagace, Rosemary R., Robert Dahlstrom, and Jule B. Gas-senheimer (1991), “The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry,” Journal of Personal Selling & Sales Management, 11, 4 (Fall), 40–47.
  • Langlois, Edgar J., Jr. (1998), “The Impact of Trust Between the Buyer and Seller on Purchase Decisions,” Ph.D. dissertation, Marketing Department, Nova Southeastern University, Fort Lauderdale, FL.
  • Leigh, Thomas W., and John O. Summers (2002), “An Initial Evaluation of Industrial Buyers’ Impressions of Salespersons’ Nonverbal Cues,” Journal of Personal Selling & Sales Management, 22, 1 (Winter), 41–54.
  • Lewicki, Roy J., Daniel J. McAllister, and Robert J. Bies (1998), “Trust and Distrust: New Relationships and Realities,” Academy of Management Review, 23 (3), 438–458.
  • Lichtenstein, Donald R., and William O. Bearden (1989), “Contextual Infuence on Perceptions of Merchant-Supplied Reference Prices,” Journal of Consumer Research, 16 (1), 55–66.
  • Liu, Annie H., and Mark P. Leach (2001), “Developing Loyal Customers with a Value-Adding Sales Force: Examining Customer Satisfaction and the Perceived Credibility of Consultative Salespeople,” Journal of Personal Selling & Sales Management, 21, 2 (Spring), 147–156.
  • Lohtia, Ritu, Daniel C. Bello, Teruhis Yamada, and David I. Gilliland (2005), “The Role of Commitment in Foreign–Japanese Relationships: Mediating Performance for Foreign Sellers in Japan,” Journal of Business Research, 58 (3), 1009–1018.
  • MacIntosh, Gerrard (2002a), “Building Trust and Satisfaction in Travel Counselor/Client Relationships,” Journal of Travel and Tourism Marketing, 14 (4), 59–74.
  • MacIntosh, Gerrard (2002b), “Perceived Risk and Outcome Differences in Multi-Level Service Relationships,” Journal of Services Marketing, 16 (2), 143–157.
  • MacIntosh, Gerrard, and Lawrence S. Lockshin (1997), “Retail Relationships and Store Loyalty: A Multi-Level Perspective,” International Journal of Research in Marketing, 14 (5), 487–497.
  • Mayer, Roger C., James H. Davis, and F. David Schoorman (1995), “An Integrative Model of Organizational Trust,” Academy of Management Review, 20 (3), 709–734.
  • McFarland, Richard (2002), “Seller Infuence Tactics (SITs) in the Buyer–Seller Dyad,” Ph.D. dissertation, Marketing Department, Georgia Institute of Technology, Atlanta.
  • McKnight, D. Harrison, Vivek Choudhury, and Charles Kacmar (2002), “Developing and Validating Trust Measures for E-Commerce: An Integrative Typology,” Information Systems Research, 13 (3), 334–359.
  • Moorman, Christine, Rohit Deshpande, and Gerald Zaltman (1993), “Factors Affecting Trust in Market Research Relationships,” Journal of Marketing, 57 (1), 81–101.
  • Moorman, Christine, Gerald Zaltman, and Rohit Deshpande (1992), “Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations,” Journal of Marketing Research, 29 (3), 314–328.
  • Morgan, Robert M., and Shelby D. Hunt (1994), “The Commitment–Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (3), 20–38.
  • Nicholson, Carolyn Y., Larry D. Compeau, and Rajesh Sethi (2001), “The Role of Interpersonal Liking in Building Trust in Long-Term Channel Relationships,” Journal of the Academy of Marketing Science, 29 (1), 3–15.
  • Nunnally, Jum C., and Ira H. Bernstein (1994), Psychometric Theory, 3d ed., New York: McGraw-Hill.
  • Ohanian, Roobina (1990), “Construction and Validation of a Scale to Measure Celebrity Endorsers’ Perceived Expertise, Trustworthiness, and Attractiveness,” Journal of Advertising, 19 (3), 39–53.
  • O’Hara, Bradley S., Richard G. Netermeyer, and Scot Burton (1991), “An Examination of the Relative Effects of Source Expertise, Trustworthiness, and Likability,” Social Behavior and Personality, 19 (4), 305–314.
  • Plank, Richard E., David A. Reid, and Ellen B. Pullins (1999), “Perceived Trust in Business-to-Business Sales: A New Measure,” Journal of Personal Selling & Sales Management, 19, 3 (Summer), 61–71.
  • Raju, Nambury S., Larry J. Lafftte, and Barbara M. Bryne (2002), “Measurement Equivalence: A Comparison of Methods Based on Confrmatory Factor Analysis and Item Response Theory,” Journal of Applied Psychology, 87 (3), 517–529.
  • Ramsey, Rosemary P. , and Ravipreet S. Sohi (1997), “Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes,” Journal of the Academy of Marketing Science, 25 (2), 127–137.
  • Rousseau, Denise, Sim Sitkin, Ronald Burt, and Colin Camerer (1998), “Not So Different After All: A Cross-Discipline View of Trust,” Journal of the Academy of Management Science, 23 (3), 393–404.
  • Rust, Roland T., and Bruce Cooil (1994), “Reliability Measures for Qualitative Data: Theory and Implications,” Journal of Marketing Research, 31 (1), 1–14.
  • Ruyter, Ko de, and Martin G.M. Wetzels (2000), “The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters,” Journal of Service Research, 2 (3), 276–284.
  • Sheppard, Blair M., and Dana M. Sherman (1998), “The Grammars of Trust: A Model and General Implications,” Academy of Management Review, 23 (3), 422–437.
  • Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol (2002), “Consumer Trust, Value and Loyalty in Relational Exchanges,” Journal of Marketing, 66 (1), 15–37.
  • Smith, J. Brock, and Donald W. Barclay (1997), “The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships,” Journal of Marketing, 61 (1), 3–21.
  • Strutton, David, Lou E. Pelton, and John F. Tanner, Jr. (1996), “Shall We Gather in the Garden: The Effect of Ingratia-tory Behaviors on Buyer Trust in Salespeople,” Industrial Marketing Management, 25 (2), 151–162.
  • Swan, John E., Michael R. Bowers, and Lynne D. Richardson (1999), “Customer Trust in the Salesperson: An Integrative Review and Meta-Analysis of the Empirical Literature,” Journal of Business Research, 44 (2), 93–107.
  • Swan, John E., L. Fred Trawick, Jr., David R. Rink, and Jenny J. Roberts (1988), “Measuring Dimensions of Purchaser Trust of Industrial Salespeople,” Journal of Personal Selling & Sales Management, 8, 1 (May): 1–9.
  • Williamson, Oliver (1993), “Calculativeness, Trust, and Economic Organizations,” Journal of Law and Economics, 36 (April), 453–486.
  • Wong, Amy, and Amrik Sohal (2002), “An Examination of the Relationship Between Trust, Commitment and Relationship Quality,” International Journal of Retailing & Distribution Management, 30 (1), 34–50.
  • Wood, John Andy (2002), “Trust Formation During the Initial Face-to-Face Sales Encounter.” In 16th Proceedings of the National Conference in Sales Management, Jon M. Hawes and Scott A. Inks, eds., Milwaukee, WI: Pi Sigma Episilon, 84–86.
  • Swan, John E. (2005), “Organizational Confguration as an Antecedent to Buying Centers’ Size and Structure,” Journal of Business & Industrial Marketing, 20 (6), 263–275.
  • Swan, John E. (2006), “NLP Revisited: Nonverbal Communications and Signals of Trustworthiness,” Journal of Personal Selling & Sales Management, 26, 2 (Spring), 197–204.
  • Swan, John E., and James S. Boles (2006), “Initial Trust,” Marketing Department, West Virginia University, Morgantown.
  • Young, Louise, and Gerald Albaum (2003), “Measurement of Trust in Salesperson–Customer Relationships in Direct Selling,” Journal of Personal Selling & Sales Management, 23, 3 (Summer), 253–269.
  • Zablah, Alex (2005), “A Communication-Based Perspective on CRM Success,” Ph.D. dissertation, Marketing Department, Georgia State University, Atlanta.
  • Zucker, Lynne G. (1986), “Production of Trust: Institutional Sources of Economic Structure,” Research in Organizational Behavior, 8, 53–111.

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.