Purchaser perceptions of early phase supplier relationships: The role of similarity and likeability

Nagel, Duane M.; Giunipero, Larry C.; Jung, Hyeyoon; Salas, Jim; Hochstein, Bryan

doi:10.1016/j.jbusres.2021.01.026

Cited by 19 publications

(19 citation statements)

References 94 publications

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“…For example, Crosby et al (1990) found that while future selling opportunities were positively influenced by trust, similarity between client and agent is one of the factors that drove actual sales. Similarly, researchers found that buyer-seller similarity had a stronger, positive relationship to trust than even likeability (Nagel et al, 2021).…”

Section: Similarity and Trustmentioning

confidence: 98%

Diversity in financial planning: Race, gender, and the likelihood to trust a financial planner

2021

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This study used an experiment to investigate the association between race, gender, and trust as it relates to working with a financial planner among a sample of Black and White MTurk respondents. Results revealed neither a respondent nor a financial planner's race was related to the level of trustworthiness perceived by a respondent. However, respondents were more likely to trust women financial planners than men financial planners. In addition, women respondents were more likely than men respondents to trust financial planners. Implications of this study are important in understanding the challenges and opportunities faced by underrepresented populations in succeeding as a financial planner.

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Section: Similarity and Trustmentioning

confidence: 98%

Diversity in financial planning: Race, gender, and the likelihood to trust a financial planner

2021

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“…In other words, we are slowly evolving from mass markets to “molecular markets” (Day and Montgomery, 1999). Evidence indicates that any procedural adaptation to the product or process made by the seller leads to higher levels of trust and a long and fruitful relationship (Cannon and Perreault, 1999; Nagel et al. , 2021).…”

Section: The Adaptability Of Service Offeringmentioning

confidence: 99%

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Das

Ramalingam

2022

IJBM

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PurposeThis study aims to explore employee-customer identification and its consequences in the banking, financial service and insurance (BFSI) sector. We also look at the mediating role of psychological ownership and work orientation (calling) between employee-customer identification and the adaptability of service offerings.Design/methodology/approachIn this study using a sample of 215 frontline employees from the BFSI sector in five Indian cities, the data was analysed using partial least squares structural equation modelling (PLS-SEM) in Smart PLS- 3.2.7 software.FindingsWhen employees consider customers as individuals similar to them, they tend to be more accommodating of customers' diverse needs resulting in adapting the service. The study empirically establishes that psychological ownership and work orientation (calling) mediate the relationship between employee-customer identification and service offering adaptation.Research limitations/implicationsThis kind of identification can remedy the perennial problem of mis-selling in the BFSI context. The new insights gathered from these customer interfaces can be transferred upwards within the organisation to formulate actionable strategies. Hence, when employees feel their work is satisfactory, it leads to improvement in both profit margins as well as asset turnover for high-contact service firms.Originality/valueThe results demonstrate that employees who identify with their customers are more accommodative of customers' diverse needs resulting in adapting the service resulting in improved performance.

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“…Frequently, the questions included in the supplier self-assessment questionnaires refer to the international requirements contained in the quality, environment and safety (products, information, health and safety) management standards (Kannan 2018;Guarnieri and Trojan, 2019;Alavi et al, 2021). This assessment is conducted through a comparative laboratory analysis of samples from potential suppliers and assessment of their compliance with the required technical specification, trial purchase, free temporary use (with regard to machines and devices) and collecting opinions from current users during reference visits (Arvidsson and Melander 2020;Nagel et al, 2021).…”

Section: The Role Of Communication In Building Relationships Between ...mentioning

confidence: 99%

Sources of Information about Suppliers Used in Purchasing Processes on the B2B Market

Urbaniak¹,

Cyplik²

2022

ERSJ

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Purpose:The purpose of this article was to identify the sources of information regarding suppliers most often used by manufacturing companies and to define their importance. Design/Methodology/Approach: The considerations based on the analysis of the literature and the results of empirical research indicate that enterprises use both direct forms (such as sales representatives, recommendations of other clients, fairs and exhibitions) and on-line forms (such as suppliers' websites). Specialized industry as sources of information about suppliers. portals as a source of information about suppliers. The thesis is confirmed by the results of empirical research conducted with the computer-assisted telephone interviewing (CATI) technique in medium and large manufacturing companies operating in Poland.Findings: The results of the conducted research indicate that the sources of information concerning new suppliers most frequently indicated by the surveyed companies are visits of sales representatives of suppliers sending the offer by suppliers, suppliers' websites, direct contacts of the management/specialists employed in the enterprise with suppliers, recommendations of other companies and fairs and exhibitions. The results of the conducted research also indicate that for manufacturers the most important sources of information about suppliers were: suppliers' websites, sending the offer by suppliers, direct contacts of the management / specialists employed in the enterprise with suppliers and the visits of sales representatives of suppliers. Practical Implications: The considerations based on the analysis of the literature and the results of empirical research indicate that both direct forms (such as sales representatives, recommendations of other clients, fairs and exhibitions) and electronic on-line forms of contact (such as suppliers' websites, specialized industry portals) play an important role in the B2B market as sources of information about suppliers. Originality/Value: Research on sources of information about suppliers used in purchasing processes on the B2B market is undertaken very rarely. Therefore, the results of studies presented in this article fill the research gap.

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Purchaser perceptions of early phase supplier relationships: The role of similarity and likeability

Cited by 19 publications

References 94 publications

Diversity in financial planning: Race, gender, and the likelihood to trust a financial planner

Diversity in financial planning: Race, gender, and the likelihood to trust a financial planner

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Sources of Information about Suppliers Used in Purchasing Processes on the B2B Market

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