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A Model of Distributor Firm and Manufacturer Firm Working Partnerships
Abstract
A model of distributor firm and manufacturer firm working partnerships is presented and is assessed empirically on a sample of distributor firms and a sample of manufacturer firms. A multiple-informant research method is employed. Support is found for a number of the hypothesized construct relations and, in both manufacturer firm and distributor firm models, for the respecification of cooperation as an antecedent rather than a consequence of trust. Some implications for marketing practice are discussed briefly.
... Two streams of research lay the foundation for our hypotheses about the entitlement effect. First, social exchange theory suggests that partners in an exchange setting weigh their economic and social outcomes and compare them to the expected outcome of alternative exchange relationships (Anderson & Narus 1990). Positive outcomes increase trust, raise the odds of continuing the relationship, and create exchange norms that guide the relationship between the manufacturer and the customer firm (Lambe et al. 2001). ...
... Perceived buyer power reflects "(…) the buyer's perception of the firm's negotiating strength in a particular buying decision situation" (Bunn 1993, p. 45). Purchasing managers could conclude that the relative dependence of the seller in the seller-buyer relationship increases with higher machine prices (Anderson and Narus 1990). This greater dependence results in a negotiation strength that often manifests in a lower WTP (Ganesan 1994). ...
... Our research is important since customer entitlement research has received limited attention, in particular for industrial markets (see Tab. 1) but, since it influences customers' WTP, it may substantially impact a service provider's profitability. Drawing on social exchange theory (Anderson and Narus 1990) and by extending this research based on findings from reference pricing research (Mazumdar et al. 2005), we develop a conceptual model of customer entitlement as an explanatory mechanism for a lower WTP for the ancillary services when the price of the core product is high. In an experimental study, we identify customer entitlement as the mechanism that explains the relationship between the machine price and the WTP for ancillary services. ...
Equipment manufacturers increasingly pursue servitization strategies, yet their salesforces frequently find that industrial customers display a low willingness-to-pay (WTP) for ancillary services, in particular when offered in conjunction with high-priced capital goods. Drawing on entitlement theory and a unique dataset gathered in a field survey among more than 440 decision-makers, we establish a negative relationship between vendors’ equipment prices and their industrial customers’ WTP for ancillary services. In a follow-up experimental study, we investigate the explanatory mechanism and find support for entitlement as the underpinning rationale. In a second experimental study, we explore dual-entitlement effects and show that customers’ perceptions of vendors’ profitability directly and indirectly impact their WTP for ancillary services. Our findings contribute to the emerging literature on customer entitlement and the dual-entitlement principle in industrial markets and offer practical implications for price communication and the sales process in capital goods markets.
... Hence, exercised power can be non-coercive, through the transferring of rewards, knowledge, reputation, or expertise to the dependent party, or coercive, through threatening or using punitive measures, legal actions, or other aggressive means (Simpson & Mayo, 1997). In the case of exporter-importer relationships, when there is dependence of the exporter on the importer, the latter will be able to exercise non-coercive or coercive power on the former with the purpose of increasing relational outcomes (or improving only its own outcomes) (Anderson & Narus, 1990). There are several reasons for the importer to exercise non-coercive power on the exporter, such as: to cultivate a relationship that can be beneficial in the long-run; to internalize business values in order to more effectively achieve operational goals; and to achieve the smooth transferring of resources necessary for the continuation of the relationship (Hu & Sheu, 2005;Tikoo, 2002;Zhuang et al., 2010). ...
... Inter-organizational cooperation refers to "coordinated and complementary actions between exchange partners to achieve mutual goals" (Palmatier et al., 2006, p. 139). In a cooperative business relationship, parties are aware of their interdependencies, fulfill their responsibilities to achieve joint goals, and attain a relational outcome beyond what each party would have if acted solely for its best interest (Anderson & Narus, 1990). In exporter-importer relationships, there is evidence indicating that exporters cooperate with their import buyers to provide access to each other's resources and skills to complement the foreign partner with assets needed to co-create value for end-customers (Theingi & Purchase, 2011). ...
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... Those who adopted this concept include R.M. Morgan, Sh. Hunt (1994), J.C. Anderson, J.A. Narus (1990), S. Carson, A. Madhok, T. Wu (2008). On the other hand, in their research Sh. ...
... This method of measuring performance in relation to an alliance was introduced by A. Parkhe (1993). According to some researchers, measurement of partnership effectiveness should consist in assessing the partners' satisfaction (Beamish & Lupton, 2009;Poppo & Zenger, 2002;Anderson & Narus, 1990;Mohr & Spekman, 1994). The research also focused on profitability in relation to industry determinants. ...
The paper analyses research trends in the development of international relations based on strategic partnership. The literature review stresses the need to consider today's perceived partnership risk, including relational and performance risk. This aspect is included in a developed definition of partnership, where the key problem is relational governance. The paper presents a strategic partnership model including partnership risk and mechanisms to control it. Hypotheses are put forward and tested by means of a structural equation modelling (SEM) procedure. The study uses a sample of 215 large and medium-sized companies (with over 50 employees) operating in Poland. The research sample includes 98 companies making up international strategic partnerships and 117 enterprises in strategic relations with domestic partners. The aim of the research is to identify a universal strategic partnership model which could be applied in the global economy. The analysis demonstrates a great significance of behavioural aspects of cooperation-including relational norms and goodwill-in the reduction of partnership risk. Formal mechanisms of cooperation control play a considerably lesser role.
... Antecedents of trust are the important constructs leading to trust. Many researchers proposed in literature several trust developing forces, such as shared values [12,16,17] functionality of conflict [18,19] satisfaction [11,17,18,20], privacy policy [17], communication [12,21,22], adaptive selling by partner and similarity [23] and partner' ...
... Despite the fact that several trust constituents have been proposed in literature, such as honesty and benevolence [11,12,19,23,[29][30][31], experimental manipulation [29,32] competence and predictability [22], ability, benevolence, integrity and predictability [5,17], competence and integrity [18], the four basic components of trust, which are listed most often, are the following: ...
Studies within different fields indicate that the most successful social and business relationships are trustworthy, where partners willingly strengthen the ties with the other part. Trust has been also identified as the catalyst in network marketing companies of direct selling, which is predominantly based in human relationships. The present study aims to investigate trust development in terms of trust antecedents, components and consequences within the Amway Network Company in Greece. Field research was conducted by utilizing a structured questionnaire, which was developed by adopting relative constructs reported in literature. The research target sample consisted of Amway’s Independent Business Owners (IBOs). Two hundred and twenty five questionnaires were distributed during company’s big and small conferences in Greece. Moreover, an online version of the questionnaire was created and communicated to IBOs from various regions of Greece via the web, while the same link was also emailed to a small number of IBOs. The resulting sample comprised 151 correctly answered questionnaires. Principal Component Analysis was initially performed to identify latent factors within the questionnaire items measuring the trust antecedents, components and consequences, which led to alterations of the initial model. The emerged trust antecedents were named cultural similarity, privacy concerns and conflict. The trust components were named ability, integrity and goodwill, while the trust consequences were named commitment and perceived continuity. The results of the regression analyses conducted showed that cultural similarity is the most significant antecedent of trust. Moreover, goodwill was found to be the trust component that leads to higher levels of both commitment and perceived continuity. Keywords: trust, antecedents, consequences, network company, Greece
... Perceived performance of the supplier encompasses quality, delivery timeliness, cost management, and responsiveness. It is instrumental in shaping buyer satisfaction (Anderson & Narus, 1990;Szymanski & Henard, 2001). Performance evaluations comprise tangible facets of the relationship. ...
... While research is inconclusive about the association between relationship satisfaction and trust (Mysen, Svensson, & Payan, 2011), a firm's satisfaction with the business partner has been found to affect outcomes of trust (Moliner, Sanchez, Rodrıguez, & Callerisa, 2007a;Mysen et al., 2011); other research identifies satisfaction as an antecedent of trust (Ganesan, 1994;Ha & Muthaly, 2008;Moliner et al., 2007a, Moliner, S� anchez, Rodr� ıguez, & Callarisa, 2007b. While some research suggests that trust is a precursor to relationship satisfaction in interorganizational relationships (Anderson & Narus, 1990;Payan & Svensson, 2007;Skarmeas & Robson, 2008), we add our hypothesis to the first argument because of the stronger expected effects of satisfaction leading to trust. In other words, satisfaction with a supplier has been found to increase trust between collaborating firms to the point that may even elicit excessive trust (Lazzarini, Miller, & Zenger, 2008). ...
Purpose
The research investigated relations between factors used to evaluate the quality of buyer-supplier relationships (BSRs): perceived performance of the supplier, satisfaction with supplier, and trust in the supplier; and to develop an instrument to evaluate BSRs (a BSRs evaluation scale).
Design/methodology/approach
We applied the psychometric testing of the BSRs measurement using exploratory factor analysis and confirmatory factor analysis. We applied structural equation modeling (SEM) to understand the interrelations of factors underlying BSRs.
Findings
The BSRs evaluation scale consists of three factors: perceived performance of the supplier, satisfaction with the supplier, and trust in the supplier. The results provide empirical evidence of the validity, reliability, and generalizability of the presented measurement.
Originality/value
The study developed a novel measurement instrument that integrates BSRs’ multidimensional constructs. It explains and confirms the significant roles of satisfaction with the supplier, trust in the supplier, and perceived performance of the supplier in shaping the BSRs’ quality. Furthermore, we provide evidence that in BSRs goodwill- and competence-based trust integrate into a single factor.
... Collaboration is defined by Moirano et al., as working together to achieve mutual goals 46 . Anderson and Narus characterized trust as a key factor in fostering Collaboration within business relationships 47 . Such cooperative efforts are not only proactive but also contribute to the achievements of relationship marketing 26 . ...
... Such cooperative efforts are not only proactive but also contribute to the achievements of relationship marketing 26 . Furthermore, Collaboration is highlighted as a unique result shaped by the combined influences of both trust and commitment 26,47,48 . In fact, before the trust-commitment model was tested by Morgan and Hunt 26 , there was a lack of theory explaining the role of Collaboration in relationships. ...
Shared values play an important role in attracting new tourists, retaining existing ones and gaining an important competitive advantage. Building upon the Commitment-Trust model, this study tested the role of shared ecological values in the creation of tourist trust and relationship commitment, and finally tourist behavioral intention. To test the hypotheses, a sample consisting of 480 mountaineering tourists of two representative travel agencies were surveyed, and a mixed-method approach based on a quantitative survey (n = 436) and qualitative interviews (n = 60) was also adopted to examine their relationships. Results revealed that shared ecological values between tourists and travel agencies were significantly negative predictors of credibility, while credibility and benevolence emerged as significantly positive predictors of relationship commitment. Moreover, credibility and relationship commitment were partially positively predictors of tourist’s behavioral intentions. The findings enrich the extant knowledge on mountaineering tourist relationship marketing and human-nature relationships and provide implications for destination management and wildlife protection.
... Năm 1983, Berry đã chính thức đưa thuật ngữ Marketing mối quan hệ vào các nghiên cứu của mình 11 . Sau đó nhiều học giả Marketing mối quan hệ đã đóng góp đáng kể vào sự phát triển của lý thuyết RM và các tác giả này gần như là những người xuất sắc nhất trong việc áp dụng các ý tưởng lý thuyết từ các ngành khác như kinh tế, luật, khoa học chính trị và xã hội học vào nguyên lý RM [12][13][14] . ...
Bản quyền © ĐHQG Tp.HCM. Đây là bài báo công bố mở được phát hành theo các điều khoản của the Creative Commons Attribution 4.0 International license. Ảnh hưởng của marketing mối quan hệ đến hiệu quả kinh doanh với vai trò trung gian của lòng trung thành và vị thế thị trường-Trường hợp thị trường công nghiệp Trong thị trường công nghiệp, quan hệ đối tác dựa trên lợi tích tương hỗ giữa bên bán và bên mua. Trong thị trường này, việc thu hút một khách hàng để họ trở thành đối tác kinh doanh đã rất khó, việc duy trì và phát triển mối quan hệ khách hàng lại càng khó khăn và đòi hỏi vô vàn nhiều nỗ lực từ phía người bán, kể cả sự ủng hộ, hợp tác của phía bên mua. Các nguyên lý marketing mối quan hệ được xây dựng trên nền tảng này. Nghiên cứu này được thực hiện với mục tiêu khẳng định ảnh hưởng của marketing mối quan hệ lên hiệu quả kinh doanh (business performance) của các doanh nghiệp thông qua vai trò trung gian của lòng trung thành và vị thế thị trường của doanh nghiệp. Theo đó, một mô hình cấu trúc đã được hình thành để kiểm định tác động của các thành phần marketing mối quan hệ (sự tin tưởng, chia sẻ giá trị, và sự gắn kết) đến hiệu quả kinh doanh, trong khi lòng trung thành và vị thế thị trường đóng vai trò trung gian của mối quan hệ này. Một chương trình nghiên cứu thực nghiệm đã được triển khai với đối tượng điều tra là các doanh nghiệp có thực hiện chương trình marketing mối quan hệ với các đối tác kinh doanh và số phiếu điều tra hợp lệ là 385 phiếu. Dữ liệu điều tra được phân tích bằng các phần mềm thống kê SPSS và AMOS. Kết quả nghiên cứu cho thấy: (1) Các yếu tố thành phần của marketing mối quan hệ (sự tin tưởng, chia sẻ giá trị, và sự gắn kết) có tác động dương và trực tiếp đến lòng trung thành và vị thế thị trường; (2) lòng trung thành và vị thế thị trường có ảnh hưởng dương và trực tiếp đến hiệu quả kinh doanh của doanh nghiệp. Trong đó, chia sẻ giá tri có tác động mạnh nhất đến vị thế thị trường của doanh nghiệp và sự tin tưởng có tác động mạnh nhất đến lòng trung thành của khách hàng đối với doanh nghiệp. Tiếp đến lòng trung thành có tác động mạnh nhất đến hiệu quả kinh doanh. Cuối cùng, nghiên cứu đã đưa ra các hàm ý hữu ích giúp các doanh nghiệp phát triển các hoạt động tiếp thị mối quan hệ một cách đúng hướng hiệu quả nhằm nâng cao vị thế thị trường của họ và hiệu quả kinh doanh. Từ khoá: Marketing mối quan hệ, lòng trung thành, vị thế thị trường, hiệu quả kinh doanh GIỚI THIỆU Trong bối cảnh phát triển của kinh tế đất nước, Việt Nam không đứng ngoài làn sóng toàn cầu hoá, tham gia ngày càng sâu rộng vào chuỗi cung ứng toàn cầu, vì thế mà tính cạnh tranh trong các ngành công nghiệp ngày càng khốc liệt. Lúc này, để đứng vững và phát triển, các doanh nghiệp càng cần quan tâm đến thu hút, duy trì và phát triển các mối quan hệ đối tác lâu dài với khách hàng của mình. Điều này không nằm ngoài nhận định của Kurtz 1 , trong thị trường giữa doanh nghiệp với doanh nghiệp, quan hệ đối tác là cơ sở của lợi ích tương hỗ giữa bên bán và bên mua và là nền tảng của marketing mối quan hệ (relationship marketing). Mối quan hệ cung cầu và quan hệ đối tác giữa người mua và người bán là các công ty/tổ chức được vận hành và tương tác trong thị trường được gọi là thị trường các yếu tố sản xuất, mối quan hệ được gọi là quan hệ doanh nghiệp với doanh nghiệp hay quan hệ đối tác-từ đây gọi tắt là thị trường công nghiệp (B2B). Anderson & đtg. đã lưu ý, việc tạo ra giá trị và chia sẻ giá trị có thể được coi là xu hướng chung của các mối quan hệ hợp tác 2. Mục tiêu của sự tương tác giữa nhà cung cấp và khách hàng là tạo ra và chia sẻ giá trị. Một số tác giả cho rằng giá trị chỉ có thể đạt được nếu khách hàng sẵn sàng tham gia vào các mối quan hệ lâu dài và coi chúng là có giá trị. Do đó, họ nghiên cứu các mối quan hệ từ quan điểm của khách hàng và phân tích cách marketing mối quan hệ giúp tạo ra giá trị cho những người mua. Tuy nhiên, những lợi ích tích cực của marketing mối quan hệ đối với các công ty thường ít được bàn đến 3. Theo Kurtz quan hệ đối tác là sự gắn kết của hai hoặc nhiều công ty giúp nhau đạt được các mục tiêu chung 1. Quan hệ đối tác bao gồm một loạt các mối quan hệ từ các thỏa thuận hợp tác phi chính thức đến Trích dẫn bài báo này: Dũng H T, Chi H L. Ảnh hưởng của marketing mối quan hệ đến hiệu quả kinh doanh với vai trò trung gian của lòng trung thành và vị thế thị trường-Trường hợp thị trường công nghiệp. Sci. Tech. Dev. J.-Eco. Law Manag. 2024; 8(3):5372-5383. 5372
... Employees who trust their colleagues are likelier to share their knowledge freely, believing it will be used ethically and constructively (Ford & Chan, 2003). Several studies support this positive relationship between trust and knowledge sharing (Ardichvili et al., 2003;Anderson & Narus, 1990;Bui, 2014;Olaisen & Revang, 2017;and Kumar & Che Rose, 2012). Building upon this argument, we propose the following hypothesis: ...
This study examines the factors influencing employee knowledge-sharing behavior and its impact on organizational innovation capability within the Vietnamese banking sector. We employ structural equation modeling (SEM) to analyze a cross-sectional dataset collected from staff members across nine commercial banks in Ho Chi Minh City, Vietnam. Our findings reveal that enjoyment in helping others, organizational reward policies, and trust positively affect employee knowledge-sharing behavior. Furthermore, the study highlights the critical role of knowledge sharing as a mediating factor, fostering a more innovative workforce and enhancing organizational innovation capability. These insights offer valuable guidance for Vietnamese bank managers seeking to cultivate a knowledge-sharing culture within their institutions.
... Second, effective collaboration can enhance the overall performance of the supply chain, foster innovation, and facilitate information sharing, thereby strengthening mutual dependence and reciprocity between cooperative partners. Studies show that in long-term relationships, firms are generally more willing to invest resources to support the long-term development of the supply chain [36]. Simultaneously, resource dependence theory provides an important perspective for understanding the sustainability of supply chain relationships [1]. ...
In recent years, supply chain risks and stability have become a focal point of public attention. However, there is no consensus on how exogenous shocks affect the sustainability of supply chain relationships, nor a clear mechanism of influence. This study uses data from all A-share listed companies in China from Q2 2018 to Q4 2021, constructing a “supplier–quarter–customer” relationship dataset, with the COVID-19 pandemic serving as an exogenous shock. The results show that after experiencing exogenous shocks, the sustainability of supply chain relationships actually strengthens. This suggests that companies may take measures to enhance supply chain stability and maintain existing relationships to ensure sustainability. Channel analysis reveal that trade credit serves as a channel for the impact of exogenous shocks on the sustainability of supply chain relationships, with companies adjusting trade credit supply to downstream customers to maintain and strengthen stability. Additionally, the impact of exogenous shocks on the sustainability of supply chain relationships varies with market concentration, product input heterogeneity, and firms’ ownership type. Therefore, companies should enhance supply chain relationship management, utilize trade credit as a risk buffer, and optimize the supply chain structure to reduce risk transmission and maintain sustainability.
... Respondents are asked to rate all the items with reference to the commercial relation they have with the first and the second most important buyers; therefore, every response generates two sets of answers. Section II includes the 14 items (F1-F14) that belong to the following dimensions and are listed in Tables 2 and 3: -D1 "Long-term commitment", which refers to the willingness of actors to exert effort on behalf of the relations, where they perceive to benefit mutually [5,31,36], and includes F1, F2, F3; -D2 "Price satisfaction", intended to assess the extent to which the economic outcome is important for the evaluation of the relations [28]; this dimension includes an evaluation of prices (in comparison with other buyers) [28] and margins, with F4 and F5; -D3 "Adaptation on quality standards", which assesses the flexibility of buyers and suppliers to mutually adapt to each other's needs and capabilities regarding quality standards [5,37], expressed by F6, F7, F8; -D4 "Relational quality and trust", summarizing the degree of mutual trust, good personal relations, and transparency of communication between supplier and buyer [6], expressed by F10, F11, F12; -D5 "Cooperation in case of issues", referring to situations where actors work conjointly to achieve mutual goals [5,38], including F13 and F14. Section III includes two summary variables to measure the overall perceived quality of the commercial relations: -F15: "In the next 2-3 years, I would prefer to replace this buyer with another" -F16: "Overall, I am satisfied with the commercial relations with this buyer" ...
The different bargaining power of actors is a long-standing problem in the fruit and vegetable supply chain, where buyers (e.g., retailers, industry, and wholesalers) have more power than agricultural producers and are, therefore, able to engage in commercial practices that may be perceived as unfavorable or even unfair by the weaker part. This study explores how producers perceive the quality of commercial relations. The methods include a focus group discussion with sales managers of producer organizations and a survey of agricultural producers in Italy. We measure their willingness to change buyer and their stated overall satisfaction with the commercial relation by analyzing ninety-eight commercial relations and five dimensions of quality in the relationship. We identify four clusters of relationships characterized by different quality levels. The satisfaction and willingness to change buyers significantly differ across the clusters; economically favorable commercial relations are associated with a low willingness to change buyers, even when the producer is not satisfied with the overall quality of the relationship. The highest levels of satisfaction and the lower willingness to change buyers are reached for commercial relations that are not only economically favorable but also include positive relational aspects such as trust and mutual commitment.
... Hasil penelitian Anderson & Narus (1990) membuktikan bahwa komunikasi yang dijalin oleh suatu perusahaan akan meningkatkan kepercayaan terhadap perusahaan tersebut. Hasil penelitian yang sama juga dibuktikan oleh Morgan & Hunt (1994) dan Doney & Cannon (1997). ...
The influence of the growth of tourism industry which affected the increasing demand for beef also occurs in Bogor City and Regency. This research was conducted at PT XYZ with their business partners Horeka in Bogor. The relationship between PT XYZ and 100 business partners in Bogor is a marketing relationship between suppliers and suppliers, in which PT XYZ acts as a supplier and company as a product distributor to end consumers. The purpose of this study was to analyze relationship-based marketing between PT XYZ and Horeka business partners in the city of Bogor. Data was obtained by the census method on 100 Horeka business partners who had made purchases at least twice in the past month at PT XYZ until August 2018. The research methodin this study was descriptive analysis using the Top two boxes method and Structural Equation Model (SEM) with Lisrel tools. Based on the results of descriptive analysis, it can be seen that 98 percent of people try to promote mutually beneficial cooperation. The results of the SEM model analysis show that the pattern of linkages that occur in relationship-based marketing of PT XYZ with business partners is not only based on mere financial benefits. The relationship that was built between PT XYZ and Horeka business partners was based more on trust based on flexible business practices. Keywords—Commitment, Cooperation, Relationship Marketing, Trust Abstrak Pengaruh pertumbuhan industri pariwisata yang juga menjadi pengaruh meningkatnya kebutuhan daging sapi terjadi juga di Kota dan Kabupaten Bogor. Penelitian ini dilakukan pada PT XYZ dengan mitra usaha horeka di Bogor. Hubungan antara PT XYZ dengan 100 mitra usaha horeka di Bogor merupakan hubungan pemasaran antara pemasok dan penyalur.Tujuan penelitian ini adalah untuk menganalisis pemasaran berbasis hubungan antara PT XYZ dengan mitra usaha horeka di kota Bogor.Data di peroleh dengan metode sensus pada 100 mitra usaha horeka yang sudah melakukan pembelian minimal dua kali dalam satu bulan terakhir pada PT XYZ sampai dengan bulan Agustus 2018. Metode penelitian yang digunakan dalam penelitian ini adalah analisis deskriptif dengan menggunakan metode Top two boxesserta Structural Equation Model(SEM) dengan tools Lisrel. Berdasarkan hasil analisis deskriptif, dapat diketahui bahwa 98 persen horeka berupaya mengedepankan kerjasama saling menguntungkan. Hasil analisis model SEM menunjukan bahwa pola keterkaitan yang terjadi dalam pemasaran berbasis hubungan PT XYZ dengan mitra usaha horeka tidak hanya didasarkan pada keuntungan finansial semata. Karena hubungan yang terbangun antara PT XYZ dan mitra usaha horeka lebih didasari karena kepercayaan yang berpedoman pada praktek bisnis yang fleksibel. Kata kunci— Kepercayaan, Kerjasama, Komitmen, Pemasaran Berbasis Hubungan
... This confidence significantly influences their inclination to choose and contributes to the decision-making process in favor of adopting the products or services of that brand. Additionally, this trust-building mechanism aids consumers in perceiving their role in minimizing market uncertainty (Haefner et al., 2011) and serves as a strategy to mitigate risks in the consumer selection process (Anderson and Narus, 1990). Grounded in these arguments, the following hypotheses are postulated: ...
Electronic Word of Mouth (eWOM) is one of the prevalent forms of information interaction activities in the era of digital technology. In the F&B field, it can be understood as the method by which consumers share information, experiences and reviews about the products and services from individuals or businesses through various online channels such as social media, forums, personal blogs and other platforms. Reflecting current trends, this research aims to examine the factors and t he extent to which eWOM influences the behaviour of Generation Z consumers in Ho Chi Minh City. The res earch methods employed include qualitative and quantitative approaches, serving the purpose of literature review, statistical data analysis and structural equation modelling to assess the relationship between eWOM and the decision-making process in choosing eating places. The study reveals that four factors, namely information quality, information credibility, relevance of information and attitude towards information, directly impact the acceptance of eWOM information, subsequently influencing the intention selection of Gen Z consumers in Ho Chi Minh City. Additionally, brand trust is identified as a positive factor in this research relationship. The findings provide valuable insights into the role of eWOM in the intention selection of Gen Z consumers. This information can be applied by managers and marketers to develop more intelligent management and marketing strategies in Ho Chi Minh City, providing a competitive advantage for businesses.
... According to some beliefs (Morgan & Hunt, 1994), trust is essential for the success of relationship marketing activities. Trust has been considered a factor in an individual's communications, interaction levels, and judgments of food quality (Parasuraman et al., 1985;Mohar & Nevin, 1990;Anderson & Narus, 1990). Trust can be enhanced by favorable reviews about responsiveness and quality of the product and service, while it can be undermined by unfavorable comments (Kuan-Yin et al., 2007). ...
This study aims to explore the influence of social media comments on consumer behavior within the food industry, focusing specifically on how comments affect behavioral intentions and brand trust. The research examines how the quality, quantity, credibility, and comprehensiveness of comments impact consumer behavioral intentions. Data were collected from 367 participants using a cross-sectional survey method employing a positivist and deductive approach. 316 responses were deemed valid. Data analysis was conducted using Structural Equation Modelling (SEM) to identify relationships between variables. The findings indicate that brand trust is positively influenced by social media comments' quantity, quality, and credibility, thereby affecting consumer intentions regarding food purchases. Surprisingly, the comprehensiveness of comments did not significantly impact behavioral intentions or brand trust, despite the higher volume and quality of comments enhancing customer intent and trust.
... Finally, we shall understand the patient's satisfaction from a holistic perspective, that is, the patient's overall satisfaction with the health care service they have received and whether such service meets their expectations (cf. Anderson & Narus, 1984, 1990Homburg et al., 2002). ...
There is increasing attention to patient-centered approaches to health care providers focusing on patient evaluations and satisfaction with the service provided. Because primary health care accounts for a significant fraction of the total health budget of any country, and it has considerable importance in terms of both population’s well-being and resource use, there is a strong motivation for research on the impact of personalized care offered by health care facilities. Our results show statistically significant evidence with a sample of 2,402 patient evaluations, concluding that personalized care is key in primary health care management practice and advocates this form of health service delivery by positively affecting the provider’s trustworthiness and the patient’s satisfaction and perception of the facilities.
... Liczne modele marketingu relacyjnego opierają się głównie na zmiennych miękkich o charakterze społecznym. Do najczęściej wymienianych należą: zaufanie i zobowiązanie (Morgan i Hunt, 1994), orientacja długoterminowa (Ganesan, 1994) satysfakcja (Anderson i Narus, 1990), komunikacja (Anderson, Lodish i Weitz, 1987), wspólne działania (Heide i John, 1990), zachowania relacyjne (Lusch i Brown, 1996) czy kapitał relacyjny (Delerue-Vidot, 2006). Analiza modeli marketingu relacyjnego pozwala wskazać cztery wartości najczęściej powtarzające się w modelach marketingu relacyjnego. ...
This paper proposes a new research perspective for partnership marketing in the B2B market involving the analysis of internal and external relationships dynamics through the lens of psychological contract theory. One of the assumptions of this article is the recognition of unethical behaviors as a source of perceived violations of the psychological contract by the partner which affecting negatively to the commitment and trust in the relationship. This paper presents the idea of psychological contract and an analysis of possible ways of its violations and their consequences for the partnership. Also it indicates the importance of internal marketing to ensure the required ethical standards in external relations. The final result of the considerations is the development of the model of system partnership marketing in the B2B market including the concept of psychological contract and ethics.
... The effort to "stay in touch" with customers has been identified as a major determinant of relationship maintenance in wholesale banking (Crosby et al., 1990). Anderson and Narus (1990) argue that there is a new view of communication as an interactive dialogue between a company and its customers that takes place during the pre-sales, sales, consumption, and post-consumption stages. ...
There are indications of increasing new credit disbursement by banks in February 2023 compared to the previous month. Asosiasi Perusahaan Pembiayaan Indonesia (APPI) said that the figure for financing (credit) in Indonesia until August 2022 reached IDR 450 trillion. This number grew above 8 percent compared to last year. PT. Bank BCA Syariah ("BCA Syariah") was established and started to carry out business activities with proper principles after obtaining a Sharia operating license from Bank Indonesia based on BI Governor Decree No. 12/13/KEP.GBI/DpG/2010 dated 2 March 2009 and then officially operated as an Islamic bank on Monday, 5 April 2010. A research study was conducted in Surabaya, with 100 BCA Syariah customers serving as the sample of respondents. Using the snowball method, the respondents were selected based on the traits of other respondents. Based on the data analysis, five hypotheses were supported.
... Bien que la confiance puisse être générée par l'entreprise elle-même et le personnel en contact, les recherches en marketing mettent l'emphase sur l'une ou l'autre mais rarement les deux en même temps. Dans ce cadre, Anderson et Narus (1990) suggèrent que la confiance envers un individu diffère de celle envers une entreprise alors que certaines études (Swan et Nolan 85,Young et Wilkinson 89) ne font pas la distinction entre ces deux types de confiance. Chow et Holden (1997) concluent que la confiance vis à vis du personnel influence directement la stratégie d'achat et le comportement du client. ...
L'article propose la satisfaction, la confiance et l'engagement comme des composantes de la qualité relationnelle dans le secteur hôtelier. S'appuyant sur les résultats de notre étude, nous avons montré l'existence des relations positives et significatives entre les trois construits. L'une des principales contributions de notre recherche consiste à montrer que la confiance joue un rôle médiateur partiel mais plus significatif que l'impact direct de la satisfaction sur l'engagement affectif. Abstract This article presents satisfaction, trust and commitment as components of relationship quality in hotels sector. Based on the results of our study, we found significant relations between the three variables. Our major contribution in this article is that trust acts as a partial mediator. It appears to be more significant than the direct impact of satisfaction on commitment.
... Aussi, nombreux chercheurs ont proposé des définitions équivalentes à la collaboration client fournisseur dans la chaîne logistique notamment Lambert, et al., (1998) qui suggèrent un degré particulier de relation entre les membres de la chaîne comme un moyen de partager les risques et les récompenses qui se traduisent par une performance commerciale supérieure à celle qui serait atteinte par les entreprises individuellement. Ainsi et dans le même ordre d'idée, Anderson et Narus (1990) définissent une chaîne logistique collaborative comme la coopération entre entreprises indépendantes mais liées à partager des ressources et des capacités pour répondre aux besoins de leurs clients. En fait, Frayret, et al., (2003) ont défini la collaboration client fournisseur dans la chaîne logistique comme étant un processus par lequel deux ou plusieurs personnes ou organisations travaillent ensemble pour atteindre un objectif commun, alors que Simatupang et Sridharan (2002) rajoutent d'autres éléments, en définissant la collaboration comme «deux ou plusieurs membres de la chaîne travaillant ensemble pour créer un avantage concurrentiel en partageant des informations, en prenant des décisions communes et en partageant les bénéfices résultant de la satisfaction des besoins des clients finaux. ...
Résumé: Au fil des années et en raison des multiples processus qui la composent, la logistique s'est transformée en un outil d'optimisation pour les entreprises. Il ne s'agit pas seulement d'une organisation interne, mais aussi de relations avec les fournisseurs et les clients. Cette coopération définit ce que l'on nomme aujourd'hui la collaboration verticale de la chaine logistique. En effet, Une supply chain collaborative consiste à mettre en commun les ressources et les compétences pour plus d'efficacité, de l'chat à la livraison, en passant par le service production. Le présent article tente de développer un cadre conceptuel en se basant sur l'analyse de la collaboration verticale dans le contexte de la chaîne logistique. Il se fonde sur une revue extensive de la littérature pour aboutir à une hypothèse de recherche relative à la relation entre la collaboration verticale et la performance logistique. Pour ce faire, une enquête quantitative conduite par questionnaire auprès de 504 pharmacies d'officine de la région Souss Massa a été réalisée. Les données ont été analysées à l'aide de la méthode de la modélisation par équations structurelles (MES). Le résultat de notre étude fait ressort d'une relation positive et significative entre la collaboration verticale et la performance logistique. Cette étude présente des implications managériales importantes, mettant en évidence la nécessité de renforcer les relations de collaboration entre client et fournisseur pour accroître la compétitivité et la performance des entreprises marocaines.
Summary: Due to the multiple processes that compose it, logistics has become an optimization tool for companies. It's not only a question of internal organization, but also of relationships with suppliers and customers. This cooperation defines what is now called vertical collaboration in the supply chain. A supply chain collaborative consists of pooling resources and skills for greater efficiency in work. From purchasing to delivery, including the production department. This article attempts to develop a conceptual framework based on the analysis of vertical collaboration in the context of the supply chain. By relying on an extensive literature review, we build a research hypothesis relating to the relationship between vertical collaboration and logistical performance. To this end, a quantitative survey of 504 pharmacies in the pharmaceutical sector of the Souss Massa region was carried out. The data were analyzed using structural equation modeling (SEM). The results of this study reveal a positive and significant relationship between vertical collaboration and logistical performance. These findings have important managerial implications, highlighting the need to strengthen vertical collaboration to enhance the competitiveness and performance of Moroccan firms.
... Therefore, while targeting Gen X use conventional channels, provide more assurance on quality of upcycled food. Pitta & Gurau,(2012) ;Agnihotri, (2015); Bathmanathan, Rajadurai, & Sohail, (2018); Anderson & Narus, (1990) This generation has witnessed drastic technological change and very much active in digital space. Their perception on upcycled food in terms of quality and purchase intention is comparatively better than Babyboomers and Gen X. ...
Food waste has become one of the unavoidable but urgent issue in today's world. Even today a someone in the world is starving for food and dying due to hunger, but on the other side lot of food is getting wasted, it has become the most important and required problem to be addressed. the most viable solution is the science of food upcycling, that is converting the food by-products and waste materials into new and edible food products. Continuous research in the subject of upcycling of food and strategies to making it as acceptable by the consumer is need of the day. The researcher has performed bibliometric analysis on the literature on the science of food upcycling along with consumers changing perception on its acceptance and highlight gaps in knowledge. The results highlighted, the developed countries were realised the importance of food upcycling and they have already started working on the area. The results also emphasis that, India is gradually giving focus on research in upcycling which is considered to be a good indicator. Similarly, the changing perception of consumers on upcycled food is a good sign for growing market potential for upcycled food.
... The value creation processes between the business provider and consumers has received great attention in the recent literature & Dahl, 2013;Sheth, 2020). Even though the meanings of value were well known in the modern management literature, unfortunately, there were no agreeable on the exact definition of customer perceived value (Anderson & Narus, 1990;Liu, Li, Dai, & Guo, 2021;Ramsay, Campbell, Schroter, Green, & Roland, 2000;Vargo, Maglio, & Akaka, 2008). Successful positioning can be achieved by developing a positive value of feeling. ...
Purpose: The study attempts to examine the behavioural intention of the medical tourist in choosing Malaysia and Indonesia as medical tourism destination. Theoretical framework: There are three determinants (behavior intention, perceived destination image, perceive value and trust as mediator are included in the current study. The theory of Planned Behavior shall form the basis of the conceptual framework for this study. Design/methodology/approach: This descriptive study aims to investigate the phenomenon of medical tourism through questionnaires. It assesses measurement scales for reliability and validity, and explores relationships between perceived destination image, perceived value, and behavioral intention, ultimately seeking to generalize findings to the broader population. Findings: This study illustrates that all the variables are vital in influencing Malaysia and Indonesia as destination for medical tourism. Based on the theory of Planned Behavior have form the basis of the variables. Hence, all antecedent factors need to be taken into consideration which will influence the medical tourists. Research, Practical & Social implications: Future research should focus on the comparative discussion for public hospitals and private hospitals in order to improve Malaysia’s and Indonesia’s performance in competing with other country as well as building trust among the medical tourists so that we (Malaysia and Indonesia) will be their first choice for medical tourism. Originality/value: By understanding the relationships between behavioral intention, destination image, perceived value and trust, the destination country would have a better idea how to and improve their marketing efforts in attracting as many medical tourists as possible.
... TRS is the belief that parties will keep their promises (Anderson & Narus, 1990), fulfill their promised role obligations, and be sincere (Scheer & Stern, 1992). It is the decision of parties to believe in each other with the expectation that they will act according to an agreement (Currall & Inkpen, 2002). ...
The diversity and rapid changes in customer preferences create uncertainties for businesses. Modification and mix flexibility are seen as some of the most effective ways to cope with these uncertainties. These types of flexibility are critical competencies that provide a competitive advantage to businesses and are considered important criteria in supplier selection. Additionally, modification and mix flexibility contribute to the improvement of operational performance and trust. In this study, data were collected from 148 automotive sub-industry companies operating in Turkey and analyzed using Partial Least Squares Structural Equation Modeling. All analyses were conducted using the open-source statistical software JASP. Different structures and items were obtained compared to the previous exploratory factor analysis conducted using the same data in SPSS. Three constructs and fourteen items from the previous model were not included in the new model. The results indicated that modification flexibility has a significant positive relationship with mix flexibility, supplier selection, and performance. Furthermore, positive relationships were also found between supplier selection and performance, as well as between performance and trust. These findings provide guidance to managers in determining the optimal levels of modification and mix flexibility and in making more informed decisions in supplier selection to enhance operational performance and trust. ÖZET Müşteri tercihlerindeki çeşitlilik ve hızlı değişimler, işletmeler için belirsizlikler yaratmaktadır. Modifikasyon ve mix esnekliği, bu belirsizliklerle başa çıkmanın en etkili yollarından bazıları olarak görülmektedir. Bu esneklik türleri, işletmelere rekabet avantajı sağlayan kritik yetkinliklerdir ve tedarikçi seçiminde önemli kriterler olarak kabul edilmektedir. Ayrıca, modifikasyon ve mix esnekliği, operasyonel performansın ve güvenin iyileştirilmesine de katkıda bulunmaktadır. Bu çalışmada, Türkiye'de faaliyet gösteren 148 otomotiv yan sanayi işletmesinden veri toplanmış ve PLS-SEM yöntemi kullanılarak analiz edilmiştir. Tüm analizler, açık kaynaklı istatistik yazılımı JASP kullanılarak gerçekleştirilmiştir. Aynı verilerle SPSS'te yapılan önceki keşifsel faktör analizine kıyasla farklı yapılar ve maddeler elde edilmiştir. Önceki modelde bulunan üç yapı ve on dört madde, yeni modele girememiştir. Sonuçlar, modifikasyon esnekliğinin mix esnekliği, tedarikçi seçimi ve performans ile anlamlı ve pozitif bir ilişkiye sahip olduğunu göstermiştir. Ayrıca, tedarikçi seçimi ile performans ve performans ile güven arasında da pozitif ilişkiler bulunmuştur. Bu bulgular, yöneticilere modifikasyon ve mix esnekliğinin optimal seviyelerini belirlemede ve operasyonel performansı ile güveni artırmak amacıyla tedarikçi seçiminde daha bilinçli kararlar almalarında rehberlik etmektedir.
... In the 1990s, Anderson and Narus (1990) defined co-branding as an agreement between companies with the purpose of achieving value through brand collaboration. In recent years, the definition of co-branding primarily refers to a specific pattern and form of behavior where brands cross boundaries. ...
In recent years, as competition in China's new-style tea drink market intensifies and the consumer base becomes younger, tea brands have begun to adopt co-branding as a marketing strategy to improve their competitiveness. This study takes co-branding of tea brand as the research object. The study firstly combed the literature related to brand co-branding and consumers’ purchase intention and reviewed the existing research results. On this basis, this study proposes hypotheses and constructs a conceptual model based on SOR theory and customer value theory. To better understand how the five factors are connected in the model, this study will use surveys and statistics to analyze them. This will help us learn more about how they relate to one another. First, the questionnaire was developed by drawing on well-established scales from existing studies and combining the co-branding characteristics of tea brands. Subsequently, the questionnaire was distributed on social platforms, and a total of 308 usable responses were collected. The analysis was conducted using SPSS26.0 and AMOS26.0 to conduct mathematical statistics and test hypotheses and results were discussed to draw management suggestions. Finally, the limitations of the study are analyzed and prospects on future research are envisioned. The study found that: (1) co-brand awareness positively affects consumers' perceived value; (2) the matching degree of co-brands positively affects consumers' perceived value; (3) the scarcity of co-branded products positively affects consumers' purchase intention; (4) consumers' perceived value positively affects consumers' purchase intention. Based on the results of the study, the following recommendations are made for tea beverage brands: (1) choose the right co-brands; (2) improve the brand value; (3) increase consumers’ perceived value towards the products.
Purpose
In the current dynamic and competitive environment in which service sector companies operate, innovation and sustainability are put forward as differentiating elements. Given this scenario, this study examines the interaction between Sustainability-Oriented Service Innovation (SOSI), information and communication technologies (ICT), relationship value, and satisfaction in the context of the service sector from the companies’ perspective.
Design/methodology/approach
We used a structural model based on data from 450 hotel and retail managers to evaluate if ICT facilitates SOSI and if it drives relationship value and stakeholder satisfaction.
Findings
The results reveal that ICT is a significant catalyst for SOSI in the service sector. Furthermore, empirical evidence was found on how relationship value acts as a crucial mediator between SOSI and satisfaction, indicating that value perceptions derived from innovative and sustainable practices are essential to improve the satisfaction of agents close to the organisation. Significant differences are also observed in the relationships between hotels and retailers, suggesting the need for strategies tailored to each sector.
Practical implications
This study contributes to both theoretical advancements in Sustainability-Oriented Service Innovation (SOSI) and practical insights, offering actionable strategies for enhancing business practices and stakeholder engagement in the service sector.
Originality/value
Conducting this study allows us to advance the understanding of how the integration of technologies and a business culture oriented towards SOSI can strengthen relationships with customers and suppliers and increase their satisfaction, offering valuable insights for managers working in the service sector.
The study investigates how information asymmetry affects customer satisfaction in the tourism industry by examining trust and perceived value as mediating factors. The research implements an integrated model to test and prove information asymmetry’s direct and mediating effects on customer satisfaction by examining the literature gap. The research used a quantitative approach based on opinion polls distributed to 408 customers of hotels, tourism companies, and travel agencies who were in Egypt. SmartPLS 3 software implemented the data analysis process using partial least squares structural equation modeling (PLS-SEM). Previous studies have developed scales to measure information asymmetry and its related constructs, including customer trust, perceived value, and customer satisfaction. Multiple tests showed that the measurement tools possess both reliability and validity. Results strongly support all hypotheses: information asymmetry demonstrated significant direct negative effects on customer satisfaction (β = −0.187), trust (β = −0.520), and perceived value (β = −0.453). Conversely, customer satisfaction received significant positive direct effects from both trust (β = 0.273) and perceived value (β = 0.263). Importantly, trust (indirect effect β = −0.142) and perceived value (indirect effect β = −0.119) acted as powerful mediators, confirming that information asymmetry diminishes satisfaction largely by eroding these crucial factors. Crucially, the results demonstrate that the negative impact of information asymmetry on customer satisfaction is significantly mediated jointly through two parallel pathways: the erosion of customer trust and the impairment of perceived value. The research adds theoretical support to information asymmetry theory with its findings while also extending trust theory, perceived value theory, and expectancy disconfirmation theory in the field of e-commerce. E-commerce entities must establish clear communication to gain customer trust and create perceived value that helps compensate for information asymmetry to create enhanced customer loyalty and superior market position.
Customer retention is paramount for success in the competitive IT industry. This study investigates the influence of customer satisfaction elements, situational triggers, and relational triggers on customer retention in IT companies. A fuzzy mathematical model is proposed to analyze these relationships due to the inherent subjectivity and uncertainty associated with customer experiences. The model examines how various customer satisfaction dimensions interact with unforeseen events (situational triggers) and customerinitiated actions (reactional triggers) to predict customer churn. Customer satisfaction elements, situational triggers, reactional triggers, and customer retention will be represented using fuzzy sets to capture the subjectivity of customer experiences. Data will be collected through surveys and customer service interaction analysis. Fuzzy inference techniques will be employed to analyze the data and identify the combined impact of these factors on customer retention. The findings will offer valuable insights for IT companies to develop targeted strategies that enhance customer satisfaction, mitigate the negative effects of triggers, and ultimately improve customer retention.
The market for supply chain analytics is expected to develop at a CAGR of 17.3 percent from 2019 to 2024, more than doubling in size. This data demonstrates how supply chain organizations understand the advantages of being able to forecast what will happen in the future with a decent degree of accuracy. Google, Netflix, and Amazon are among the main corporations that use predictive analytics. According to Gartner research, organizations that use predictive supply chains have a good return on investment. Furthermore, owing to more precise demand forecasting, they may reduce inventory by 20-30%. Predictive analytics may help remove a lot of the guesswork from planning and decision-making. Supply chain predictive analytics, as opposed to historical analytics, helps supply chain management to foresee and plan. Supply chain leaders may use this data to address supply chain difficulties, cut costs, and enhance service levels all at the same time. Predictive analytics approaches enable businesses to uncover hidden patterns and trends in their data, allowing them to better analyze market trends, identify demand and set suitable pricing strategies.
Knowledge hiding is generally a counterproductive behavior, not only for organizations but also for interorganizational projects where multiple organizations are involved. This article sets out to understand the antecedents and consequences of knowledge hiding and how to reduce knowledge hiding practices, particularly in the context of interorganizational projects. For this purpose, the Karachi Green Line Metrobus was examined. A single case study approach is employed in this article. Empirical data were collected through semistructured interviews and archival documents. Thematic analysis was utilized for data analysis. The findings present the framework for interorganizational knowledge hiding, which displays the interplay between antecedents, the consequences, and mitigation of knowledge hiding practices. By examining interorganizational knowledge hiding, this article contributes to the protection motivation theory.
In the context of international alliance formation and stability, conflicts are traditionally represented as impediments, to be avoided or at least minimised. Motivated by earlier research and Positive Organisational Scholarship, we problematise the literature on conflicts and challenge such assumptions, coming up with a new research question: ‘How might conflicts be managed to build trust between international partners and ultimately support international strategic alliance formation and stability?’ We create a typology linking constructive conflict management procedures and trust. A better understanding of calculative trust, cognitive trust, and the progression from calculative to cognitive trust can facilitate the achievement of this goal. Well-managed conflicts can enhance trust-building between partners (prospective or current), supporting over time alliance formation and stability. Conflict can be changed from accustomed negative perceptions to a force for good, following a problematisation approach. In our typology, we explore the link of each procedure with calculative trust, cognitive trust, and the transition between calculative and cognitive trust. We create three meta-categories for these nine procedures and select examples from the literature that are connected to four established theoretical frameworks in the international strategic alliances area, i.e. transaction cost, institutional perspective, resource-based view, and organisational learning.
Contribuir con un análisis de las potencialidades del artículo seminal “Retorno sobre el Marketing: Usando el Patrimonio de Clientes para enfocar las Estrategias” en el aniversario N°20 de su publicación y brindar una guía sobre su refinamiento y gestión para medir el valor de vida de clientes y el desempeño de las firmas, en un entorno actual de alta competitividad y de creciente complejidad. A través de un ensayo basado en una revisión sistemática de la literatura con técnicas bibliométricas en Web of Science y Scopus, desde el 2004 a la fecha, en sus resultados se proponen oportunidades de mejora para los desafíos presentes de esta evaluación de desempeño desde el prisma del Marketing Science Institute para el 2024.
Cognitive dissonance (CD) is a well-established concept in marketing literature, particularly within consumer behavior contexts. This study extends its application to the underexplored domain of demarketing in the banking sector, specifically addressing the challenges banks face in managing loan rejections. Unlike traditional studies on post-purchase dissonance or general dissatisfaction, this research examines how deliberate, firm-initiated actions – such as demarketing – create CD while requiring strategies to retain customer loyalty. The study investigates the role of communication openness (CO) as a moderator in the relationship between CD, satisfaction and loyalty. By highlighting how open communication mitigates the adverse effects of demarketing decisions, the research provides a fresh perspective on preserving customer relationships in adverse scenarios. Methodologically, the study employs a vignette-based approach combined with structural equation modeling (SEM), analyzing 505 responses, offering a robust framework for understanding customer reactions. This methodological design allows for rigorous statistical validation of complex relationships. The findings contribute to the literature on demarketing and relationship marketing, offering actionable strategies for banks to navigate the delicate balance of rejecting customer requests while fostering long-term loyalty.
This study explores the impact of service innovation, customer satisfaction, brand loyalty, and word-of-mouth (WOM) marketing on the business growth of Micro, Small, and Medium Enterprises (MSMEs). Using data collected from 300 MSME owners and managers, the research employs descriptive statistics, correlation analysis, and multiple regression to examine the relationships between the key variables. The findings reveal that customer satisfaction is the most significant predictor of business growth, followed by brand loyalty, WOM marketing, and service innovation. The study also highlights the interconnectedness of these factors, suggesting that a holistic approach integrating service innovation, customer satisfaction, brand loyalty, and WOM marketing is crucial for MSMEs to sustain growth and remain competitive. Practical recommendations are provided for MSME owners and managers to enhance business performance through customer-centric strategies, innovation, and brand-building efforts.
The study develops a theoretical framework aimed at improving strategic performance, using Resources based Theory. This framework is expected to be able to perpetuate organizational performance, by combining core competency dimensions including communication, teamwork, and self-management. Systematic literature review is used to obtain a comprehensive understanding. The findings of this study are first core competencies are the ability of organizations to integrate various competencies of knowledge, technology, resources and organizational management skills efficiently, increasing core competencies will be able to realize strategic thinking and strategic performance. The second organizational learning culture is a sharing culture that involves the exchange of knowledge between organizations, teams, individuals and the environment. Increasing organizational learning culture will increase core competencies.
W świetle tendencji spółek do budowania długoterminowych relacji partnerskich z innymi przedsiębiorstwami, bardzo ważna staje się wiedza na temat uwarunkowań rozwoju stosunków z nabywcami. W artykule zaprezentowano wybrane rozwiązania modelowe mające ważne znaczenie dla badań w zakresie kształtowania więzi relacyjnych między przedsiębiorstwami. W pierwszej części omówiono modele stworzone przez J.C.Andersona i J.A Narusa - pionierów w modelowaniu relacji między producentami i dystrybutorami. W części drugiej omówiono model orientacji długookresowej nabywcy wg S. Ganesana.
This scholarly article provides an extensive examination of the pivotal role of building and managing customer relationships in the contemporary business landscape. Drawing on a synthesis of academic literature, empirical studies, and practical examples, the article explores the dynamic nature of customer relationships, the strategies for cultivating and sustaining them, and the implications for businesses striving to create long-term value. By analyzing the multifaceted aspects of customer relationships, this article aims to contribute to a deeper understanding of the strategies that drive customer loyalty and organizational success.
Working toward internationalization of an educational unit involves planning, partnership, and consistent formative evaluation. This article highlights the development of a strategic partnership, that began before the COVID-19 pandemic, between the academic departments of comprehensive psychology in a university in Japan and social work in a university in the U.S. The partnership began with building connections between faculty to share research and teaching updates and grew to include a collaborative research conference, a shared online class following the COIL model, joint faculty research presentations, and an ongoing study abroad exchange program. Perspectives from faculty at both institutions are presented to provide a holistic picture of how to use strategic actions to bring about mutually beneficial international educational experiences that can be sustained through a global health crisis. Abstract in Japanese 教育単位の国際化に向けた取り組みには、計画、パートナーシップ、一貫した形成的評価が含まれます。 この文献では、新型コロナウイルス感染症のパンデミック以前から始まった、日本の大学の総合心理学部と米国の大学のソーシャルワーク学部の間の戦略的パートナーシップの発展に焦点を当てています。このパートナーシップは、教員間のつながりを共有することから始まりました。研究と教育の最新情報が双方に提供され、共同研究カンファレンス、COIL モデルに従った共有オンライン授業、教員による共同研究プレゼンテーション、継続的な海外留学プログラムなどが含まれるようになりました。 両機関の教員の視点は、世界的な健康危機を通じて持続可能な、そして相互に有益な国際的な教育経験をもたらすために戦略的行動をどのように活用するかについての全体像を提供するために提示されています。
Higher education institutions face numerous obstacles, including severe rivalry. Higher education institutions must innovate to address these difficulties. The primary goal of this study is to investigate and analyze the elements that influence customer satisfaction and purchase decisions in higher education institutions. This research used quantitative methodologies, with questionnaires distributed to 385 students at one of Indonesia's institutions. The data will be processed using path analysis and correlational analysis with SEM-PLS in the SmartPLS software. The study's findings indicate that customer experience had positive and significant impact on customer satisfaction and purchase decisions (p < 0.05). Communication quality and event marketing positively and significant impacts customer experience and purchasing decisions (p < 0.05). Customer satisfaction significantly affects purchasing decisions (p < 0.05). Higher education institutions must focus on the elements that influence consumer satisfaction and purchase decisions. This can be accomplished through excellent quality communication and appealing marketing strategies.
В умовах сучасної глобалізованої економіки компанії дедалі частіше прагнуть встановлювати тривалі партнерські відносини, щоб підвищити свою конкурентоспроможність, оптимізувати витрати та забезпечити стабільність поставок. Однак створення та підтримка таких відносин супроводжується низкою викликів, включаючи необхідність ефективного управління транзакційними витратами, подолання невизначеності та ризиків опортуністичної поведінки, а також забезпечення взаємної довіри та лояльності між партнерами. Успішне вирішення цих питань вимагає глибокого розуміння механізмів, які визначають успіх або провал партнерських відносин між підприємствами. Метою статі є аналіз існуючих моделей партнерських відносин між підприємствами, їх порівняння та виявлення ключових факторів, що впливають на стабільність та ефективність таких відносин, що дозволить не лише поглибити теоретичне розуміння механізмів партнерства, але й запропонувати практичні рекомендації для підприємств, які прагнуть побудувати надійні і тривалі бізнес-відносини. У статті розглядаються моделі партнерських відносин між підприємствами в контексті сучасної глобалізованої економіки, де встановлення довгострокових партнерств є важливим фактором підвищення конкурентоспроможності, оптимізації витрат та забезпечення стабільності постачання. Автор акцентує увагу на проблемах, з якими стикаються підприємства під час формування та підтримки таких відносин, зокрема управлінні транзакційними витратами, подоланні невизначеності, мінімізації ризиків опортунізму, а також забезпеченні взаємної довіри та залученості партнерів. Аналіз існуючих досліджень вказує на недостатню інтеграцію різних теоретичних підходів, таких як теорія транзакційних витрат, теорія промислових мереж і соціальна теорія обміну, що обмежує можливості комплексного аналізу та прогнозування успішності партнерських відносин. У статті докладно розглянуто моделі Дж.Б. Хайде і Г. Джона, E. Андерсона і B. Вейца, а також моделі соціального обміну, що дозволяють оцінити вплив специфічних інвестицій, зобов’язань і соціальних чинників на стабільність і довгостроковість відносин. Висновки дослідження підкреслюють важливість поєднання різних підходів для забезпечення ефективності партнерств, що дозволяє краще розуміти механізми взаємодії між підприємствами та приймати обґрунтовані рішення щодо управління партнерськими відносинами.
This study integrates concepts and ideas from various disciplines to investigate and measure relationships between conflict and sets of multiple business goals in a channel of distribution. The relationships are examined empirically by means of a set of dyadic data. The results demonstrate the similarities and differences between channel members in their perceived conflict and in the role of business goals as a determinant of the conflict.
This study integrates concepts and ideas from various disciplines to investigate and measure relationships between conflict and sets of multiple business goals in a channel of distribution. The relationships are examined empirically by means of a set of dyadic data. The results demonstrate the similarities and differences between channel members in their perceived conflict and in the role of business goals as a determinant of the conflict.
This exploratory study assesses the impact of variables associated with a financial portfolio model (marginal returns, growth, synergy, and uncertainty) and characteristics of the channel relationship (power, organizational climate, and communications) on the selling time allocated by 71 independent sales agencies to the principals they represent. The results indicate that the time allocated to principals is consistent with a normative microeconomic model; however, aspects of the channel relationship, particularly communications, participation, and feedback, also influence resource allocations.
In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
Data from a field study of the automobile distribution channel are used to examine how dealers’ perceptions of their manufacturers’ power are related to the latter's use of coercive and noncoercive influence strategies. Dealers’ reports about their manufacturers’ reliance on the various influence strategies also are related to dealers’ attitudes toward their manufacturers and the dealers’ own use of selected influence strategies.
Lack of unidimensionality in structural equation models most often represents misspecification. The authors review the necessary conditions for unidimensional measurement of constructs. Two methods which assist the researcher in measurement model respecification, multiple-groups analysis and similarity coefficients, are presented and an example illustrating the use of these methods is given.
This exploratory study assesses the impact of variables associated with a financial portfolio model (marginal returns, growth, synergy, and uncertainty) and characteristics of the channel relationship (power, organizational climate, and communications) on the selling time allocated by 71 independent sales agencies to the principals they represent. The results indicate that the time allocated to principals is consistent with a normative microeconomic model; however, aspects of the channel relationship, particularly communications, participation, and feedback, also influence resource allocations.
Marketing theory and practice have focused persistently on exchange between buyers and sellers. Unfortunately, most of the research and too many of the marketing strategies treat buyer-seller exchanges as discrete events, not as ongoing relationships. The authors describe a framework for developing buyer-seller relationships that affords a vantage point for formulating marketing strategy and for stimulating new research directions.
Key informant reports from both sides of a set of wholesaler-retailer dyads are analyzed to investigate the convergent and discriminant validity of the measures. These measures, derived from a political economy model, describe the structural form and collective sentiments within the dyadic interaction. The results indicate that the structural form measures have convergent and discriminant validity. However, the sentiments variables fail to show adequate validity. The methodological and theoretical implications of the results are assessed.
Three hypotheses are discussed: that the power of a channel leader is a result of his control over some power sources, and of dependency of other channel members upon him, and that such power can be offset by the countervailing power available to the channel members. Results of an empirical study which tested and confirmed these hypotheses in a conventional channel framework are presented. Several implications are derived which pertain to channel management decisions and proper selection of channel control mix.
Based in part on previous research reported in the marketing channels literature, an approach for measuring interfirm power is developed which centers on power's hypothesized sources. Within a dyadic channel relationship, the role performance of a firm in its primary channel responsibilities is seen to drive the level of the other firm's dependence in their relationship. This dependence, in turn, determines the former firm's level of power over the latter firm. Empirical results from a study in a franchise channel system are used to evaluate the reliability and construct validity of the proposed measures.
Use of the focus group technique is widespread in qualitative marketing research. The technique is considered here from a philosophy of science perspective which points to a confusion of three distinct approaches to focus groups in current commercial practice. An understanding of the differences among these approaches, and of the complex nature of qualitative research, is shown to have important implications for the use of focus groups.
The authors outline an updated paradigm for scale development that incorporates confirmatory factor analysis for the assessment of unidimensionality. Under this paradigm, item-total correlations and exploratory factor analysis are used to provide preliminary scales. The unidimensionality of each scale then is assessed simultaneously with confirmatory factor analysis. After unidimensional measurement has been acceptably achieved, the reliability of each scale is assessed. Additional evidence for construct validity beyond the establishment of unidimensionality then can be provided by embedding the unidimensional sets of indicators within a nomological network defined by the complete structural model.
A new form of relational exchange, commonly referred to as the “just-in-time” (JIT) exchange relationship, has been adopted and implemented by many original equipment manufacturers (OEMs) and suppliers of component parts-materials during the past several years. Though the “exchange relationship” is at the core of the marketing discipline, JIT exchanges have received little attention in the marketing literature. The authors attempt to expand understanding of (1) how JIT exchanges compare with other forms of exchange between suppliers of component parts-materials and OEMs, (2) what conditions are most conducive to the initiation of JIT exchanges, and (3) what key factors are likely to influence the success or failure of initiated JIT exchanges.
The author presents some simple conceptual models which illustrate possible relationships of conflict to channel efficiency. These models should provide the decision maker with a useful framework for utilization of the findings of empirical studies of conflict in the marketing channel.
The author examines the reliability and validity of measures of organizational characteristics used in previous marketing studies in the areas of strategic planning and distribution channels. Key informants in 506 wholesale-distribution companies provided reports on (1) characteristics of the firm's product portfolio and (2) characteristics of the firm's power-dependence relations with its major suppliers and customers. In contrast to previous investigations, which sampled only a single informant per unit of analysis, data were collected from multiple informants in each firm. Results showed that informant reports often achieved convergent and discriminant validity when variance due to methods factors was explicitly modeled. However, partitioning of variance according to trait, method, and random error components showed that informant reports often exhibited less than 50% variance attributable to the trait factor under investigation. Implications of the findings are discussed for those marketing studies which focus on organizations or organizational subunits as the unit of analysis.
Little is known about the causes, measurement, management, and consequences of conflict in distribution and its effect on distribution channel performance. This article presents a descriptive model of the variables and interrelationships in the conflict process. The model suggests both a testable framework for researchers and a meaningful perspective for management.
This paper presents a unifying framework for the analysis of distribution channels which encompasses both economic and sociopolitical determinants of channel member behavior and provides a suitable departure point for comparative work. The framework integrates present approaches to the study of marketing channels and provides an essential, but heretofore missing, basis for comprehensive empirical research in the area.
The consistency or inconsistency of boundary personnel attitudes and behavior forms the basis for a model that predicts the influence processes that need to be implemented and the influence objectives that need to be sought in a focal organization's attempts to gain acceptance of its distribution channel programs. Propositions are developed concerning (1) the communication strategies that can be used most effectively in implementing the influence processes, and (2) how the relative importance of the decision on a channel program should be related to the nature of the approach taken to implement each influence process.
The scope of research on interorganizational exchange behavior in the marketing channels literature has been very limited, in part because of an incomplete conceptual framework. What is urgently needed is a realistic conceptualization of the process of exchange behavior between organizations within marketing channels. As a first step, this article develops a framework of interorganizational exchange behavior designed to provide channel researchers with a broadened perspective of what research issues need to be addressed in promoting future progress and understanding in the marketing channels area.
The authors develop a theoretical extension to the basic transaction cost model by combining insights from dependence theory with the TCA approach. They introduce offsetting investments as a means of safeguarding the specific assets of small firms in conventional channels. The traditional TCA safeguards are insufficient here, because vertical integration is not feasible for the small firm at risk and long-term contractual protection is not present in conventional channels. Data from 199 manufacturers' agencies support the theoretical predictions. Agencies with more specific assets invested in their relationship with a principal attempted to bond themselves more closely to their accounts to safeguard those assets. Such bonding efforts resulted in a lower level of dependence on the principal because the agencies were better able to replace the principal if necessary. Also, their financial performance was improved when dependence was reduced, provided levels of specific investments were relatively high.
Building upon work from social exchange theory and channels of distribution, a model of distributor-manufacturer working relationships from the distributor's perspective is presented. An initial empirical test, using a structural equation methodology, provided acceptable support of the model, given some measurement limitations. Further work on modeling both perspectives of the exchange relationship is discussed.
The political economy framework for the comparative analysis of marketing channel dyads proposed by Stern and Reve (1980) focused mainly on relationships between channel members. This article extends the political economy framework by indicating how environmental factors (i.e., factors external to a dyad) might influence and affect the structure and processes of the dyad. When combined with the original article by Stern and Reve, the resulting overall perspective should provide a comprehensive basis for theory development and research in the marketing channel area.
This review article develops an integrated overview of the present status of the theory of power and conflict in marketing channels. It includes a presentation of the conceptual foundation provided by behavioral science and a report on empirical contributions of the marketing literature. Since there appear to be many problems with the empirical work done in the area, both methodological and conceptual, the article also presents some proposals for clarification and theoretical development.
This article focuses on the use of influence strategies by boundary personnel within distribution channel relationships. Alternative strategies are discussed in terms of their operational characteristics and apparent benefits and costs. Results from a field study are used in assessing: (1) the relative and absolute frequencies of employment of these influence strategies by boundary personnel; (2) how these strategies are interrelated with respect to their frequency of use; and (3) the relationship between the boundary person's reliance on each strategy and interfirm agreement.
A paper divided into the following sections: (a) The psychological consequences of cooperation and competition, (b) Conditions leading to the initiation of cooperation, and (c) The relationship of trust and cooperation. Individuals who are promotively rather than contriently oriented to one another showed such tendencies as more coordination of efforts, more diversity in amount of contributions per member, more subdivision of activity, more achievement pressure. Experiments with a game situation are reported, and a conclusion is drawn that Ss who are trusting tend to be trustworthy and Ss who are suspicious tend to be untrustworthy. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Items from personality questionnaires have long been the butt of humorists and jaded graduate students. What makes these satirical items so funny is that they are instantaneously recognizable as having the correct form and yet their content is patently absurd. The fact that these items succeed as jokes suggests that at least for those familiar with personality scales there are some standard forms for items. This chapter describes three sets of formal item characteristics and demonstrates that the psychometric quality of personality items depends not only on content but also on form.
This article focuses on the use of influence strategies by boundary personnel within distribution channel relationships. Alternative strategies are discussed in terms of their operational characteristics and apparent benefits and costs. Results from a field study are used in assessing: (1) the relative and absolute frequencies of employment of these influence strategies by boundary personnel; (2) how these strategies are interrelated with respect to their frequency of use; and (3) the relationship between the boundary person's reliance on each strategy and interfirm agreement.
The author presents some simple conceptual models which illustrate possible relationships of conflict to channel efficiency. These models should provide the decision maker with a useful framework for utilization of the findings of empirical studies of conflict in the marketing channel.
Key informant reports from both sides of a set of wholesaler-retailer dyads are analyzed to investigate the convergent and discriminant validity of the measures. These measures, derived from a political economy model, describe the structural form and collective sentiments within the dyadic interaction. The results indicate that the structural form measures have convergent and discriminant validity. However, the sentiments variables fail to show adequate validity. The methodological and theoretical implications of the results are assessed.
Building upon work from social exchange theory and channels of distribution, a model of distributor-manufacturer working relationships from the distributor's perspective is presented. An initial empirical test, using a structural equation methodology, provided acceptable support of the model, given some measurement limitations. Further work on modeling both perspectives of the exchange relationship is discussed.
Based in part on previous research reported in the marketing channels literature, an approach for measuring interfirm power is developed which centers on power's hypothesized sources. Within a dyadic channel relationship, the role performance of a firm in its primary channel responsibilities is seen to drive the level of the other firm's dependence in their relationship. This dependence, in turn, determines the former firm's level of power over the latter firm. Empirical results from a study in a franchise channel system are used to evaluate the reliability and construct validity of the proposed measures.
Data from a field study of the automobile distribution channel are used to examine how dealers' perceptions of their manufacturers' power are related to the letter's use of coercive and noncoercive influence strategies. Dealers' reports about their manufacturers' reliance on the various influence strategies also are related to dealers' attitudes toward their manufacturers and the dealers' own use of selected influence strategies.
A new form of relational exchange, commonly referred to as the "just-in-time" (JIT) exchange relationship, has been adopted and implemented by many original equipment manufacturers (OEMs) and suppliers of component parts-materials during the past several years. Though the "exchange relationship" is at the core of the marketing discipline, JIT exchanges have received little attention in the marketing literature. The authors attempt to expand understanding of (1) how JIT exchanges compare with other forms of exchange between suppliers of component parts-materials and OEMs, (2) what conditions are most conducive to the initiation of JIT exchanges, and (3) what key factors are likely to influence the success or failure of initiated JIT exchanges.
"Construct validation was introduced in order to specify types of research required in developing tests for which the conventional views on validation are inappropriate. Personality tests, and some tests of ability, are interpreted in terms of attributes for which there is no adequate criterion. This paper indicates what sorts of evidence can substantiate such an interpretation, and how such evidence is to be interpreted." 60 references. (PsycINFO Database Record (c) 2006 APA, all rights reserved).
The development of methods of analysis for linear structural equation models with latent variables has pro- vided researchers considerable means to construct, test, and modify theories. However, the initial analysis al- most invariably indicates the need for a revised model, either in the measurement of the latent variables or in the causal relations among the latent variables. The pur- pose of this article is to present some methods for re- specifying measurement models.
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Three experiments employed procedures which allowed trust levels to be continuously monitored during ongoing two-party exchange. Level of trust was behaviorally defined by degree of "expansion" of exchange-that is, by how far ahead in earnings one party put the other. Higher levels of trust were increasingly risky because they resulted in proportionately greater earnings reductions when the other person was untrustworthy (failed to reciprocate). Consistent with Blau's (1964, 1968) theoretical descriptions of the development of trust and expanded exchange, trust levels increased gradually in most pairs, even in a procedure (Alternation Cost) which made low trust levels costly. Two manipulations (Time Uncertainty and Exchange Uncertainty) which made it uncertain whether the other person would be able to reciprocate produced dramatic decreases in trust. A third manipulation (Temptation), which made it uncertain whether the other person would choose to reciprocate, had similar effects. The combination of a reduced likelihood of reciprocation and Alternation Cost produced intermediate reductions in trust levels in some pairs and a cessation of exchange in others.