套牢客户Intimate Customer Relationship

亲密的客户关系时代与产品时代优势利润来源最大的区别在于：以对客户的套牢(友好或强制性的)，代替了垄断产品的生产。     

Relationship Quality—Relationship Value and Power Balance in Business Relationships: Descriptives and Propositions

Purpose: The objective of this study is to develop understanding of the interplay between the perceptions of power balance, relationship value, and relationship quality between retail distributors and their suppliers.

Methodology: The authors applied a phenomenological approach in both qualitative and quantitative data collections and analyses. Key informants in 27 of the dominant retail distributors within 5 Norwegian industries and 50 of their most important suppliers were interviewed.

Findings: The power balance seems to favor the retail distributors. Retail distributors and suppliers tell of somewhat different characteristics pertaining to “best” and “worst” relationships relating to economic-, capability-, and integration-based values as perceived between retail distributors and their suppliers.

Research limitations/implications: The empirical findings indicate the complexity in assessing relationship quality and show a rich basis for further research, thereby contributing to knowledge and insights in characterizing relationship quality when power is asymmetrically distributed between distributors and their suppliers. However, personal interviews may reveal answers at rational, cognitive, and even emotional levels, thus complicating subjective analysis.

Practical implications: The results of the study are important for both researchers and practitioners on both sides of retail distributor–supplier relationships.

Originality/value: This study advances the work on what characterizes relationship quality in asymmetric power business relationships.     

The Innate Relationship Between Language and Thought

we are different from other animals.Foronereason,we could think and solve complex problems.For another reason,we can speak languages.Amongall the theories,weare going to discuss two main stream the oriesinth is field：one is the weak version of the Sapir-WhorfHypo thesis;another is Vygotsky＇s theory.The ＂weak＂ version holds ＂language in fluences thought＂.According to Vygot sky＇s theory,thought and language evolves along two independent paths leading to the junctureat which thoughts become verbal and speechrational.By following the demonstration tests and findings,the paper shows both verifications and flaws in the main stream theories.     

Sino-Pakistan Relationship Was Not a Five-Year Plan

China and Pakistan have an es- pecially close friendship,dur- ing the past 57 years they have developed their diplomatic ties, and both have prospered from the smooth development of friendly and neighborly relations,as well as mutually beneficial cooperation.In 2006,the successful exchange of visits between the two presi-     

Relationship performance dimensions of buyer–supplier exchanges

Whilst there is much research material on buyer and supplier performance assessment and management, a relationship perspective can bring an added dimension, especially to the performance of close, mutual relationships. This article aims to bring a relationship performance understanding to the study of buyer–supplier exchange. Unfortunately, business-to-business relationships are assumed to enhance performance but what little research has been conducted is limited to a few dimensions reflecting a narrow theory or practice assumption. To remedy this we investigate a relationship performance definition that incorporates both non-financial and financial dimensions. The results are developed from seven qualitative interviews followed by a postal survey incorporating the views of 200 industrial buyer respondents in the UK. To examine the relationship among the performance variables, factor analysis was conducted on 21 dimensions of performance included in the research. On this basis, key dimensions of relationship performance are grouped and implications drawn for defining relationship performance and its measurement. The authors conclude that it is meaningful to take a relationship performance position when managing buyer–supplier interactions. However, not all the dimensions identified may be available to all types of relationships.     

The Relationship Between Competition and Incumbent’s Innovation

A static model is developed to analyse the incumbent’s innovation strategy under monopoly and duopoly. A number of potential objectives for the incumbent are modelled here, including the maximization of revenue, profit, and welfare (which are common among the network industries). Its marginal cost depends upon investment in new technologies and processes. The incumbent chooses its price and its level of investment in innovation. The incumbent’s elasticity of demand under both market structures and the incumbent’s market share under duopoly determine which market structure creates more incentives to innovate. For certain values of these variables, duopoly provides more incentives to innovate than monopoly. As expected, the incentives to innovate increase when the incumbent places greater weight on social welfare.     

Store Manager–Store Performance Relationship: A Research Note

Despite the critical role that store managers play in linking top management teams and service/retail employees, as well as in fulfilling corporate strategy within chain store environments, service management research infrequently addresses the factors that may promote store managers’ effective exchange relationships within the firm and subsequent effects on store operations and profitability. This study focuses on how store managers’ performance orientation, trust of a regional manager’s capabilities, and organizational commitment affect a manager’s relationships relative to regional managers and frontline employees. The direct effect of store managers’ relationship capacity on store performance is also examined. The results, based on survey data from managers of stores of a retail and service chain and company financial reports, generally support the suggested hypotheses. Specifically, a store manager’s relationship with his/her supervisor has a strong influence on how the manager views the supervisor’s leadership support and leadership style, which ultimately influence store performance (primary goods/service sales and store profits).     

Customer perceptions of “McService”’: Relationship with return intention

The fast-food restaurant segment has been a dominant player in the restaurant industry since the 1960s. The recent changes in the needs and wants of guests have affected fast-food restaurants' ability to keep up with the trends regarding healthy and high-quality food options served at reasonable prices. The service quality perceptions assessed in this study were divided into the following constructs: overall experience, employees, ordering process, receiving order, and food quality. The results determined that the construct that influenced repeat intention was food quality, specifically the individual items “fresh food” and “food taste.” The study also found that males tended to evaluate employees more positively than females. Moreover, frequent fast-food diners only tended to have favorable perceptions with regard to the overall ordering process. Implications for practitioners and suggestions for future studies are discussed.     

Together and Apart: Exploring Structure of the Corporate–NPO Relationship

Financially significant relationships between corporations and non-profit organizations (NPOs) have increased in recent years. NPOs offer access to interests and ideologies that are lacking within most for-profit organizations. These partnerships form a unique bridge between for-profit and non-profit goals and offer significant potential to produce innovative ways of “doing business by doing good.” Exploration of the structural implications of these relationships, however, has been limited. The potential for ideological imbalance in these relationships, particularly for the NPO, has been poorly described. We explore the structure of Corporate–NPO relationships from the NPO's perspective under high pressure conditions such as large relational investments or negative pressure from stakeholders. Using data collected from 20 NPOs in Australia, we identified the use by NPOs of both formal and informal governance mechanisms within their partnerships. These mechanisms acted to align and defend important goals of the NPO. They allowed the NPO and their corporate partners to be simultaneously “together and apart.” Our study offers important insight toward the study of cross-sector relationships and the role of governance mechanisms.     

Trust and Stakeholder Theory: Trustworthiness in the Organisation–Stakeholder Relationship

Trust is a fundamental aspect of the moral treatment of stakeholders within the organization–stakeholder relationship. Stakeholders trust the organization to return benefit or protections from harm commensurate with their contributions or stakes. However, in many situations, the firm holds greater power than the stakeholder and therefore cannot necessarily be trusted to return the aforementioned duty to the stakeholder. Stakeholders must therefore rely on the trustworthiness of the organization to fulfill obligations in accordance to Phillips’ principle of fairness (Business Ethics Quarterly 7(1), 1997, 51–66), particularly where low-power stakeholders may not be fully consenting (Van Buren III, Business Ethics Quarterly 11(3), 2001, 481–499). The construct of organizational trustworthiness developed herewith is presented as a possible solution to the problem of unfairness in organization–stakeholder relations. While organizational trustworthiness does not create an ethical obligation where none existed before, stakeholders who lack power will likely be treated fairly when organizational trustworthiness is present.     

What Really Leads to Partner Relationship Management? A Review of Literature

This research article aims at providing a comprehensive overview of the Partner Relationship Management (PRM) domain through an exhaustive literature survey. Current scenario, definitions/perspectives, breakdown of studies by nation, PRM as a software application, the need for PRM, the process of developing partner relationships, and major models, along with major defining constructs and other major insights, have been summarized in the area of partner relationship management using content analysis. The focus is on bridging the gap in the existing academic literature by providing a comprehensive compilation of partner relationship management literature inclusive of B2B and B2C scenarios for future researchers. A list of select premier academic databases has been used to identify the relevant research papers in the domain. This article will help in reducing the time and efforts of researchers by quickly providing a comprehensive view of the PRM literature.     

Does Trust Matter? The Relationship Between Equity Sensitivity and Perceived Organizational Justice

The present research study was designed to extend our knowledge about issues of relevance for business ethics by examining the role of equity sensitivity and perceived organizational trust on employees perceptions of procedural and interactional justice. A model was developed and tested, and results revealed that organizational trust and respect mediated the relationship between an employees equity sensitivity and perceptions of procedural, interactional, and social accounts fairness. A discussion of issues related to perceptions of trust and fairness is presented, as well as recommendations for leaders and future scholarship.Jill Kickul, Ph.D., is the Elizabeth J. McCandless Professor in Entrepreneurship at the Simmons School of Management. She teaches courses on Entrepreneurship the New Venture Management, Contemporary Entrepreneurial Opportunities, and Strategic Analysis for Competing Globally. She has taught entrepreneurship internationally for the Helsinki School of Economics and for the International Bank of Asia (Hong Kong MBA Program). Her research interests include entrepreneurial intentions and behavior, strategic and innovation processes in start-up ventures, and women in entrepreneurship. Her articles have appeared in publications such as Journal of Management, Frontiers of Entrepreneurship Research, Journal of Small Business Management, and International Journal of Entrepreneurship and Innovation.Lisa Gundry, Ph.D., is Professor of Management in the Charles H. L. Kellstadt Graduate School of Business at DePaul University where she teaches courses in Creativity in Business and Entrepreneurship Strategy. She has authored three books on entrepreneurship and innovation, and written numerous journal articles for publications including Journal of Business Venturing, Journal of Small Business Management, Journal of Management, Human Relations, Organizational Dynamics, Journal of Developmental Entrepreneurship and Family Business Review. Her research interests focus on entrepreneurship strategy and growth, and creative and innovative processes in organizations. She is Director of the Leo V. Ryan Center for Creativity and Innovation at DePaul University.Margaret Posig, Ph.D., is an Associate Professor in the Charles H. Kellstadt Graduate School of Business at DePaul University, where she teaches courses in Leadership and Change Management. Her research interests are in the areas of organizational leadership and change management, workplace stress, and women in leadership. Her publications appear in the Journal of Occupational Health Psychology, Women in Management Review, Journal of Managerial Issues, and Journal of Business and Entrepreneurship, among others. Dr. Posig is an Industrial/Organizational psychologist, with a Ph.D. from DePaul University, and directs the Leadership and Change Management concentration. Her consulting focuses on management development and workplace stress management.     

Relationship Intention and Length of Customer–Firm Associations in Two Emerging Markets

ABSTRACT

Despite the benefits of following a relationship marketing approach, firms should use caution when targeting customers with relationship marketing strategies as not all customers want to enter into long-term relationships. Targeting customers based on the length of customer-firm association could also be flawed as the success of doing so is disputed. This study explored relationship intention under cell phone customers in two emerging markets, namely the Philippines and South Africa. Findings show that relationship marketing strategies should only be focused on customers displaying high relationship intentions rather than, erroneously, investing in relationships with customers based on association length.     

The Relationship Between Supervisor Personality,Supervisors’ Perceived Stress and Workplace Bullying

This study investigated the relationship between supervisor personality and subordinate reports of exposure to bullying and harassment at work. Three research questions were examined: (a) Is there a direct relationship between supervisor personality and reports of workplace bullying? (b) Is there an interaction between supervisor personality and supervisors’ perceived stress as predictors of workplace bullying? (c) Will subordinates who experience bullying at their workplace rate their supervisor’s personality more negatively (negative halo effect)? The sample consisted of 207 supervisors and employees within 70 Norwegian restaurants. Supervisors low on conscientiousness, high on neuroticism and portraying high levels of exposure to stress were the subject of significantly more reports from subordinates of exposure to workplace bullying. An interaction between agreeableness and stress was found showing that agreeableness is related to bullying under low levels of stress. In addition, subordinates who perceived their supervisor as being low on agreeableness and high on introversion reported significantly more workplace bullying, supporting a negative halo effect hypothesis.     

Client Relationship Marketing Practices: An Exploratory Study of the Legal Industry

This article aims to identify and examine the responsibilities of the marketing specialists and legal practitioners in the legal industry at different stages of the client relationship development process. A conceptual framework is proposed to analyse the single case study of this research. The relationship marketing practices of a global law firm were examined through fifteen in-depth semi-structured interviews with key personnel. Ten client relationship marketing practices were identified. Whereas organising and attending social events, managing the communications or interactions process, managing the cross-selling, service recovery, changing the impression, truly understanding clients' businesses and industries and other small little gestures are similar to the findings of Claycomb and Martin (2002), social bonds beyond the professional level, treating every job seriously regardless of the size, and utilising client relationship management software were three practices that emerged from this study. Although the ten practices presented are pivotal in contributing to a successful client relationship, further research is needed to examine the effects of each practice and the quality of the client relationship. This article demonstrates that in order to succeed in the highly competitive marketplace, law firms need to understand not only the potential outcomes of each relationship marketing practice but also how to practice it systematically. A new relationship development process model incorporating the essence of the customer relationship life cycle was developed and its practicality was confirmed by the research findings.     

The Moderating Effect of Impression Management on the Organizational Politics–Performance Relationship

This study investigates the complexities in the relationship between perceptions of organizational politics and performance ratings by examining the moderating effect of impression management on that relationship. Expectancy theory was employed to better understand the moderating effect. We proposed that two kinds of impression management tactics occurred: supervisor-focused and job-focused, respectively. It was hypothesized that increased exercise of impression management would mitigate the negative effects of perceptions of organizational politics and performance ratings. Data were collected from 290 full-time employees of ten state-owned enterprises in Taiwan. Hierarchical moderated regression analysis of data revealed that the job-focused tactics exerted a significant moderating effect on the relationship between perceptions of organizational politics and performance ratings. When perceptions of organizational politics are low, employees who engage in high levels of job-focused impression management tactics are more likely to gain better ratings than those who employ low-level tactics.     

Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty

Retailers endeavour to establish and maintain strong relationships with customers in order to build customer loyalty. Unfortunately, such endeavours are not always successful as not all retail customers reciprocate retailers’ relationship efforts. Customers’ intentions to engage in relationships with retailers (i.e. relationship intentions) should thus be the starting point in building customer loyalty. Moreover, customers’ perceptions of the strength of their relationship with a retailer (i.e. relationship quality) should also be considered when building customer loyalty. The purpose of this study is to determine whether clothing retail customers’ relationship intentions and relationship quality, individually and in combination, predict their loyalty to clothing retailers. Data were collected from 511 respondents in South Africa’s greater Tshwane metropolitan area. From a hierarchical multiple regression analysis, it was found that clothing retail customers’ relationship intentions and relationship quality are individually, and in combination, predictors of their loyalty to the retailer. Results furthermore indicate that relationship quality mediates the relationship between relationship intention and customer loyalty. The findings highlight the importance of first determining customers’ relationship intentions, and then reinforcing positive perceptions of relationship quality when building customer loyalty.     

The Buyer–Supplier Relationship: An Integrative Model of Ethics and Trust

Dialogues between companies and actors of society often start as a result of a public scandal or in a situation of crisis. They can lead to short-term public relations activism or to long-term reputation gains. On the basis of cases and of a typology of forms of dialogues, the author develops ethical criteria and conditions for a successful dialogue – the ethical basis for such criteria being values such as equality, freedom and participation. A special focus is put on challenges that often result from dialogues such as the ethical judgment of compromises. This article proposes ethical criteria to evaluate compromises. This leads to a model of ethical dialogue.