Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets

Abdul‐Muhmin, Alhassan G.

doi:10.1016/j.jbusres.2003.08.004

Cited by 152 publications

(98 citation statements)

References 47 publications

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“…Empirical support for vendor knowhow on relational value is evidenced in Ulaga and Eggert (2006b) as well (H1a). Similarly, interpersonal service (the seller's expressive performance of Bservice-giving^behaviors; Gronroos 1984;Lytle et al 1998) is a significant factor directly influencing relationship satisfaction (Abdul-Muhmin 2005). Ulaga and Eggert (2006b) also evidence the importance of interpersonal interactions for relationship value (H1b).…”

Section: Seller Capabilities Directly Influence Relationship Satisfacmentioning

confidence: 98%

“…Prominent drivers include instrumental factors established by the seller's marketing mix decisions (Abdul-Muhmin 2005), relational norms (Heide and John 1992), customer value (Ulaga and Eggert 2006a), customer orientation (Homburg 1998), key account management capabilities (Sengupta et al 2000), and service augmentation strategies (Homburg et al 2002). Drawing on Levitt's (1980) notion of the Btotal product,^we can divide the seller's offering attributes (operand resources) into two categories: core operand resources, which fulfill basic customer expectations about a product (e.g., compliance with functional and technical requirements), and augmented operand resources, which help the seller to exceed customer expectations (e.g., installation, training, and support services).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

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B2B relationship calculus: quantifying resource effects in service-dominant logic

deLeon

Chatterjee²

2015

J. of the Acad. Mark. Sci.

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Increasingly, knowledgeable business-to-business (B2B) customers and evolving customer needs are leading to seismic shifts in vendor-client interactions. Across industries, sellers are changing their business models from a simple goods orientation to a hybrid goods-services model, placing greater emphasis on delivering complete customer solutions. In such an environment, companies must find ways to prioritize investments in resource development. The servicedominant (S-D) logic framework offers significant insights into this challenge; however, these effects have not been tested quantitatively. This study addresses that gap, examining the influence of various seller resources on buyer satisfaction. An empirical analysis of buying organizations that purchased and implemented business intelligence systems finds that Baugmented^operant resources that the buyers ascribe to the software's sellers-resources that go above and beyond expectations-are the most significant predictors of both successful technology assimilation and overall customer relationship quality. In particular, an augmented operant resource reflecting a seller's ability to see value creation opportunities from the buyer's perspective (value mindset) has up to three times the effect on relationship satisfaction as Bcore^operant resources such as product-specific expertise or basic interpersonal service skills. These results can help sellers prioritize resource investments. Lusch 2004, 2008b) casts this question in terms of developing and applying Bresources^to create value. According to S-D logic, value is not intrinsic to the seller's Boperand resources^or tangible offerings such as physical products or software coupled with training or integration. Rather, sellers deliver value to buyers by applying operant resources such as skills and knowledge to the operand resources. Vargo and Lusch (2008a) maintain that the valuemaximizing application of resources-more than the specific goods-services offering mix-should be a company's primary marketing concern. To date, though, little quantitative analysis has been conducted to test the impact of these resources on value. Research has focused instead on classification systems (Madhavaram and Hunt 2008), consumer behavior (Arnould 2005), and conceptual integration into existing knowledge domains such as innovation theory (Michel et al. 2008). Recent qualitative studies have highlighted the importance of sellers customizing offerings and communicating value in customer-specific terms (Tuli et al. 2007;Ulaga and Reinartz 2011). But, again, the impact of such capabilities has yet to be assessed through quantitative analysis. Sci. (2017) 45:402-427 DOI 10.1007 Given the paradigmatic shift proposed by S-D logic, the first objective of our study is to quantitatively assess the extent to which both operant and operand resources affect value. We measure value in terms of project outcomes and customer relationship satisfaction. To do this we quantify relative effects both within operant resources, and betwe...

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Section: Seller Capabilities Directly Influence Relationship Satisfacmentioning

confidence: 98%

Section: Conceptual Frameworkmentioning

confidence: 99%

B2B relationship calculus: quantifying resource effects in service-dominant logic

deLeon

Chatterjee²

2015

J. of the Acad. Mark. Sci.

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“…They found that the transaction-specific investment enhances commitment in the exploration phase and has a positive effect during the decline phase. These inputs or investments into the relationship act as barriers against one party leaving the relationship, as it becomes more costly to terminate the relationship (Morgan and Hunt, 1994;Abdul-Muhmin, 2005).…”

Section: Relationship Commitmentmentioning

confidence: 99%

The formation of trust and commitment in business relationships in the Middle East: Understanding Et-Moone relationships

Abosag

Lee

2013

International Business Review

115

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Abstract:In recent years, different forms of relationships that are culturally bond have emerged such as; "Guanxi' in China (Yau, Lee, Chow, Sing, and Tse, 2000; Lou, 2007;Liu, Li, Tao and Wang, 2008), "Blat' in Russia (Michailova and Worm, 2003) and "Boon Koon' in Thailand (Pimpa, 2008). While these special forms of relationships are culturally bond, studies have also suggested that the development of a business relationship is directly linked to the development of trust and commitment (Wilson, 1995). Considering that these forms are culturally bond, studies from the Middle East on the formation of trust and commitment within relationship development are largely absent. We argue that understanding the dynamic formation of trust and commitment will help to better understand Et-Moone business relationships within the specific cultural context of the Middle East. Thus, this study combines the insights from the theory of life-cycle (Ford, 1980;Dwyer et al., 1987) and the theory of trust and commitment by Morgan and Hunt (1994) to understand business relationships in the Middle East. Based on qualitative research using a longitudinal approach and 33 semi-structured in-depth interviews conducted in 2003, this study finds the relationship between trust and commitment to be far more dynamic and changeable as the relationship evolves. Also, it finds that trust and commitment are major factors in establishing Et-Moone relationships.

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“…Yapılan araştırmalar da kanal ilişkilerinin devamlılığında ekonomik tatminin belirleyici rol oynadığı ve aracıların üretici firmaya güven duymalarını sağladığı tespit edilmiştir (Andaleeb,1996;Gassenheir vd., 1996;Geykens/Steenkamp, 2000;Geykens vd. 1999;Yu/Pysarchik, 2002;Guazente, 2003;Schmitz/Wagner, 2007;Chun vd., 2006;Abdul-Muhmin, 2005). Bu araştırmanın sonucunda, literatürdeki çalışmalarla benzer bulgulara ulaşılmıştır.…”

Section: Sonuç Ve öNerilerunclassified

Kanal Üyeleri̇ni̇n Ekonomi̇k-Sosyal Tatmi̇n, Güven Ve Bağliliki̇li̇şki̇si̇ni̇n Beli̇rlenmesi̇:doğu Anadolu Bölgesi̇'nde Beyaz Eşya Sektöründeki̇ Bayi̇i̇ler Üzeri̇ne Bi̇r Araştirma

Kemal;ERCİŞ¹

2010

Ankara Üniversitesi SBF Dergisi

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ÖzetMal ve hizmetlerin hedef pazarlara ulaştırılmasını sağlayan kanal üyeleri, hem üretici işletmelerin pazarlama hedeflerine ulaşmalarında hem de alıcıların ihtiyaç duyduğu mal ve hizmetlerin temin edilmesinde önemli bir role sahiptir. Geleneksel anlayışta kanal üyeleri üretici işletmelerden bağımsız kuruluşlar olarak değerlendirilmiştir. Fakat rekabetin artması ve pazarlama anlayışındaki yeni gelişmelerin etkisiyle işletmeler, aracılarla daha yakın ilişkiler kurmak ve uzun vadeli işbirliğine girmenin üstün avantajlar yarattığını fark etmişlerdir. Bu araştırma, Doğu Anadolu Bölgesi'ndeki beyaz eşya bayileri üzerinde yürütülmüştür. Araştırma sonucunda bayilerin üretici firmaya bağlılıklarını belirlemede ekonomik tatmin düzeylerinin ve üretici firmanın yardımseverliğine yönelik düşüncelerinin direkt, sosyal tatmin düzeylerinin ve üretici firmanın güvenilirliğinin dolaylı bir etkide bulunduğu belirlenmiştir.Anahtar Kelimeler: Kanal üyeleri, ekonomik-sosyal tatmin, güven, bağlılık, beyaz eşya sektörü. Determination of Economical-Social Satisfaction, Trust and Loyalty Relations of Channel Members: A Research Conducted Over Dealers of White Goods Located in Eastern Anatolia AbstractChannel members enabling the delivery of goods and services to target markets play a significant role in terms of capturing marketing goals of manufacturer businesses and in terms of providing goods and services of buyers they require. But, intensification of competition and by means of new outcomes pertaining to marketing assimilation, enterprises discovered the dominant advantages of better relations with intermediaries and long term cooperation. The present study aiming to determine economical-social satisfaction, trust and loyalty relations of channel members have been conducted on white goods dealers located in Eastern Anatolia. At the end of the study, economical satisfaction level and understanding of Manufacturer Company's friendly treatment further to determination of dealer's loyalty to manufacturer firm have been found playing a direct role and social satisfaction levels and trustworthiness of manufacturer firm have been found playing an indirect role.

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Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets

Cited by 152 publications

References 47 publications

B2B relationship calculus: quantifying resource effects in service-dominant logic

B2B relationship calculus: quantifying resource effects in service-dominant logic

The formation of trust and commitment in business relationships in the Middle East: Understanding Et-Moone relationships

Kanal Üyeleri̇ni̇n Ekonomi̇k-Sosyal Tatmi̇n, Güven Ve Bağliliki̇li̇şki̇si̇ni̇n Beli̇rlenmesi̇:doğu Anadolu Bölgesi̇'nde Beyaz Eşya Sektöründeki̇ Bayi̇i̇ler Üzeri̇ne Bi̇r Araştirma

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