共查询到20条相似文献,搜索用时 15 毫秒
1.
Robert E. Spekman Author Vitae Robert Carraway Author Vitae 《Industrial Marketing Management》2006,35(1):10-19
In recent years, many business-to-business marketers have been influenced by the concepts put forth in the area of relationship marketing, with its emphasis on long-term collaborative relationships among trading partners. However, buyers and sellers alike have found it difficult to make the transition from an arm's length, “invisible hand of the market” relationship to one of collaboration, for a variety of reasons. We propose a framework, still emerging, that captures the elements critical to the transition process. We do not advocate collaborative relationships in all buyer-seller relationships; however, where they make sense we demonstrate how to overcome barriers to collaboration. Explicitly recognizing the elements of the framework and their relationship to one another would help potential collaborators better manage the transition process and thereby increase the likelihood of reaping the benefits of a truly more collaborative relationship. 相似文献
2.
Christian Grönroos Author Vitae 《Industrial Marketing Management》2011,40(2):240-247
Adopting a service perspective or logic on business directs suppliers' focus in business relationships towards engaging with their customers' business processes. The purpose of this article is to analyze implications for value creation and marketing of adopting a service logic in business relationships. In the article it is demonstrated that a service perspective is multi-dimensional, enabling the mutual creation of value, with service as a mediating factor in that process. It is argued that value creation, purchasing, usage and marketing are intertwined processes. Here supplier-customer interactions are in a focal position. This perspective enables marketers to better understand how to develop and extend service offerings through assistance to customers' processes relevant to their businesses. Therefore, the underpinning logic of industrial interactions is analyzed in detail, extending marketing's conventional boundaries. 相似文献
3.
David Hutchinson Author Vitae William J. Wellington Author Vitae Mohammed Saad Author Vitae Phillip Cox Author Vitae 《Industrial Marketing Management》2011,40(3):465-478
Research on the behavioural intentions (BI) of business-to-business customers has focused on the influence and the interactions among constructs driving BI, giving rise to two perspectives for the structural equation modeling of constructs influencing BI. In the first perspective, BI is impacted directly by relationship quality (RQ) and its antecedents such as relationship benefits (RB) and relationship sacrifices (RS). The second perspective suggests that antecedent dimensions of RB and RS may act indirectly through the construct of relationship value (RV), which drives RQ but also directly influences BI. The current study was undertaken to resolve the differences between these two perspectives. The findings indicate that RQ has a strong direct influence on BI while RV has a weak direct influence but a significant indirect influence on BI through the RQ construct. In addition, the constructs of RB and RS influence RQ directly, as well as through the RV construct. 相似文献
4.
Michael Ehret Author Vitae 《Industrial Marketing Management》2004,33(6):465-473
The management of buyer-seller relationships was an early antecedent to the development of customer relationship management (CRM) concepts. Currently, CRM concepts are being challenged by the rise of value networks. Value networks can and, often, do interfere with customer relationships and thereby call for a broader range of concepts to analyze and understand relationship management and the influence of value networks on relationships. This introductory article describes the nature of the problem between relationships and value networks, reviews the current state of research, and describes the contributions of the articles presented in this special issue on CRM in business-to-business markets. 相似文献
5.
An analysis of international business-to-business relationships based on the Commitment-Trust theory 总被引:1,自引:0,他引:1
Margareta Friman Tommy GärlingBruce Millett Jan MattssonRobert Johnston 《Industrial Marketing Management》2002,31(5):403-409
Business-to-business relationships are characterized by an exchange between two or more parties. Research has identified several factors that enhance marketing and management in business relationships, mainly with a focus on large manufacturing firms. However, less is known about how service firms develop and maintain international relations during the establishment of a business. To analyze the relevance of the key mediating variable (KMV) model [J. Mark. 58 (1994) 20-38.], which maintains that business-to-business relationship requires commitment and trust, interviews were conducted with five different service entrepreneurs in Sweden, Australia and the UK. The findings demonstrate the importance of commitment, trust, relation termination costs and benefits, shared values and communication between the exchange partners. 相似文献
6.
Sheena Leek Author Vitae Peter W. Turnbull Author Vitae Peter Naudé Author Vitae 《Industrial Marketing Management》2004,33(3):241-249
Suppliers and customers work within a network in which they have a vast array of diverse relationships they have to manage [Easton, G. (1992). Industrial networks: A new view of reality. London: Routledge; Turnbull, P. W., & Moustakatos, T. Int. J. Bank Mark. 14 (1996) 26]. Past research in relationship portfolio analysis [Turnbull, P. W., & Cunningham, M. T. (Eds.). (1981). International marketing and purchasing: A survey among marketing and purchasing executives in five European countries. London: Macmillan Press; Fioca, R. Ind. Mark. Manage. 11 (1982) 53; Campbell, N. C. G. & Cunningham, M. T. Strateg. Manage. J. 4 (1983) 369; Reicheld, F. F. & Sasser W. E. Harv. Bus. Rev. (1990) 105; Krapfel, R. E., Salmond, D., & Spekman R. Eur. J. Mark. 25 (1991) 72] has sought to enable companies to allocate resources efficiently and effectively to different kinds of relationships. However, little research has been carried out to investigate how this concept can be applied across sectors, across functions, across manufacturing and financial services, and across suppliers and buyers. This research explores three methods of managing relationships: formal, documented systems, personal judgement, and meetings. The perceived usefulness of each method and combination of methods used varied across industrial sectors and functions. All three methods were used by the majority of financial suppliers and buyers and manufacturing buyers while manufacturing suppliers tended to use personal judgement and meetings. Overall, meetings were perceived as the most useful method for managing relationships. Formal, documented systems were generally perceived as the least useful method by all of the groups except the financial services buyers. Since relationship portfolio analysis is generally perceived as being less useful than personal judgement and meetings, researchers must reexamine the models put forward to improve their applicability and usefulness in industrial settings. 相似文献
7.
Francis Farrelly Author Vitae Pascale Quester Author Vitae Rick Burton Author Vitae 《Industrial Marketing Management》2006,35(8):1016-1026
The sponsorship relationship has evolved considerably over the past few years. As a result, the value delivered to both sponsors and the sports entities with which they form relationships needed to be redefined. While some of these partners have made the necessary leap forward, some sponsors have also been confronted with resistance on the part of sport entities to adapt to evolving perceptions of value. Based on a qualitative study aimed at canvassing the views of some of the most prominent experts in the field and spanning 4 years and four continents, we document this evolution of sponsorship value and identify those key competencies that differentiate successful sponsors from less successful ones. Our research provides insights for other inter-firm relationships, particularly those in the service sector. 相似文献
8.
Customer consumption value ultimately derives from enterprise production the consumption benefits which originating from inter-organizational cooperation as well as the transferred and accumulated exchange value of the enterprise with external organizations. This study plans to clarify the effect of the derived exchange relationship on enterprise exchange value, and also to identify the network models of different derived effect relationships. An analysis of the Taiwanese public health system revealed both positive and negative exchange value effects that impacted relationships among actors in the overall health system. Four generic models were presented by analyzing the qualitative data from phenomenon of different types of inter-organizational exchange behaviors, and other more complex models deduced from four generic models were also proposed. 相似文献
9.
Y.H. Wong Author Vitae Ricky Y.K. Chan Author Vitae E.W.T. Ngai Author Vitae Peter Oswald Author Vitae 《Industrial Marketing Management》2009,38(1):83-93
Through cooperation, firms can work together to collectively enhance their performance by sharing resources so as to achieve complementary synergism; while assuring their own self interests by adapting some opportunistic tasks simultaneously to gain benefits. There are few studies on the key but hidden reality of relationship vulnerability — i.e., the dynamic process of both creating relationship value and making sacrifices. We aim to empirically investigate the dimensions of a vulnerability-based relationship (complementary synergism and opportunism) and its link with customer loyalty. A framework is proposed in order to give a new dynamic tool in understanding and implementing effective customer loyalty strategies. Our findings revealed that the level of a vulnerability-based relationship is reflected by the high levels of flexible customization, relationship-specific bonding, coercive integration, buyer idiosyncratic investment and a low level of self-interest seeking. A vulnerability-based relationship also has a positive impact on loyalty. Managerial implications of our study are described. 相似文献
10.
11.
Ignacio Rodríguez del Bosque Rodríguez Author Vitae 《Industrial Marketing Management》2006,35(6):666-675
The aim of this work is to examine the dimensions of satisfaction in manufacturer-distributor relationships as well as identifying the antecedents of both the economic and the non-economic dimensions of satisfaction. A literature review about satisfaction in marketing channels is followed by quantitative research into how this interchange process is perceived by food product distributors in their relationships with manufacturers. The results provide strong support for the impact of communication, trust and commitment on satisfaction, as well as the interrelationships among the economic and the non-economic dimensions of satisfaction. Theoretical and managerial implications are extracted from these findings. 相似文献
12.
Dionysis Skarmeas Author Vitae Author Vitae Stavroula Spyropoulou Author Vitae Author Vitae 《Industrial Marketing Management》2008,37(1):23-36
Although we are beginning to comprehend the fundamental importance of relationship quality in interorganizational exchange, a relatively small, but growing, body of literature that has not kept pace with the tremendous growth in global channel transactions has been devoted to the development of cross-border relationship quality. This study addresses this gap in the literature by investigating the extent to which certain market and exporter characteristics affect the development of relationship quality in the context of importing distributors trading with exporting manufacturers of industrial products. Relationship quality is viewed as a higher-order construct composed of trust, commitment, and satisfaction. Findings reveal that psychic distance is related negatively to relationship quality, while transaction-specific investments and role performance are associated positively with relationship quality. No link is found between environmental uncertainty and relationship quality. Managerial implications of the findings are considered and limitations along with future research directions discussed. 相似文献
13.
The management and retention of key accounts is imperative in facilitating a firm's long-term viability. Previous examinations of key account relationships have revealed valuable insights into the factors facilitating key account management and driving relationship strength. However, account managers often fail to recognize weaknesses within their existing key accounts and the sources of their relationship vulnerabilities. Utilizing an exploratory inquiry of in-depth interviews with 99 executive decision makers across 52 key accounts cases, the authors assess customer relationship evaluations prior to contract expirations for account retention opportunities valued at over $1.3 billion. Unique positive and negative drivers of key account relationship evaluations are identified in a thematic categorization, along with a subsequent content analysis highlighting their patterned associations with positive and negative relationship evaluations, future business intentions, and business referral behaviors. These patterned associations reveal that positive and negative perceptions of relational drivers often affect outcomes in a differential manner, resulting in a classification of conventional constructs, prevention constructs, and promotion constructs. The results indicate that the desire of a supplier to maximize positive relational outcomes or minimize negative relational outcomes is driven by distinct underlying associations and allow for insights into resource allocation strategies within key account relationships. 相似文献
14.
Thomas Tellefsen Author Vitae Gloria Penn Thomas Author Vitae 《Industrial Marketing Management》2005,34(1):23-37
This paper explores the potential for business service customers to form separate bonds of commitment with the service firm and the service representative. It examines the role of the individual and identifies six potential antecedents to each type of commitment. It also proposes that both types of commitment will influence the degree of relational exchange between the customer and the service firm. The hypotheses are tested using multiple regression and data from a survey of marketing research managers. The results support the majority of the hypotheses. 相似文献
15.
Dark side of relationships: A tensions-based view 总被引:2,自引:0,他引:2
Shyh-Rong Fang Author Vitae Yong-Sheng Chang Author Vitae Yan-Chiun Peng Author Vitae 《Industrial Marketing Management》2011,40(5):774-784
By drawing on the tensions-based view to depict the components of the dark side of relationships, this study presents a conceptual model explaining how the dark side of relationships can moderate the positive relationship between relationship quality and relationship function. The authors test the hypotheses via a mail survey involving 136 manufacturing firms. The results support the hypotheses, which posit that relationship quality is positively associated with relationship function. Moreover, the empirical results partially support the argument of the author that the influence of relationship quality on relationship function is strengthened or weakened when three relationship tensions (namely, behavioral, structural, and psychological tension) are balanced or imbalanced. Theoretical and managerial implications are extracted from this study, and potential future research directions. 相似文献
16.
This paper discusses emotions as mediators in business-to-business relationships which is an understudied topic. Yet within consumer marketing, emotions have been widely studied, and calls have been made for business relationship research to take account of managers' emotions. This study addresses the gap by firstly establishing the relevance of emotions in problematic business relationships and secondly showing how emotions are a major component in determining the outcomes of the problematic relationships. Interview data in the form of narratives describing problematic relationships is analyzed and identifies both the emotions experienced by participants and their role in the future course of the business relationship. 相似文献
17.
This paper reports the results of a qualitative study undertaken to understand the nature of trust and its consequences for both suppliers and buyers in short term (relatively new) and long term (older/more mature) relationships in inter-organizational contexts. Scholars have recently pointed out the importance of research that investigates the temporal characteristics and dynamics of trust in inter-organizational studies. Our paper responds to this call by indentifying the changing nature of the level of trust as the buyer–supplier relationship matures. Our findings contribute to sparse and conflicting previous research on the relationship between length of partnership and perceptions of trust, types of dark side consequences of trusting relationships, and reasons buyers and suppliers continue or terminate low/no-trust associations. Specifically, we illustrate that buyers and suppliers draw on substantially different metaphors for understanding the nature of trust in long and short term exchange relationships. Suppliers see marked differences in trust with long term versus short term exchange partners, while buyers see little or no difference. Suppliers and buyers also appear to have different conceptions of how trust is nested (or not) within the broader economic and/or personal relationship. Through our inductive model, we elaborate several types of betrayal and disappointment, distinguish several factors that lead suppliers and buyers to stay in relationships with partners they don't trust, and identify key issues that topple untrusting relationships into terminated relationships. 相似文献
18.
Gopalkrishnan R. Iyer Author Vitae Arun Sharma Author Vitae Heiner Evanschitzky Author Vitae 《Industrial Marketing Management》2006,35(5):611-620
The present paper examines the issue of whether interpersonal relationships are critical for global marketing of industrial products. The fields of relationship marketing, IMP group research, sales research, and network theory have stressed the importance of interpersonal relationships in the business-to-business or industrial marketing context. In contrast to this emphasis on interpersonal relationships, we argue that industrial firms can both conceive and enhance marketing strategies based on developing high quality and consistent processes, products, services or outcomes (consistent processes and outcomes). Such strategies are especially important given the fact that developing interpersonal relationships is expensive due to their reliance on frequent and/or face-to-face communications. In this paper, we examine industry and country contexts that lead to the choice of alternative industrial product marketing strategies and highlight some future research directions and managerial implications. 相似文献
19.
Simon J. Pervan Author Vitae Liliana L. Bove Author Vitae Lester W. Johnson Author Vitae 《Industrial Marketing Management》2009,38(1):60-70
This study outlines the development and validation of a measure of reciprocity. The definition used to develop the measure extends traditional quid pro quo interpretations to include behavior designed to stabilize relationships in times of exchange breakdown. This includes resisting and not returning harm and making reparation for harm done. Reciprocity is positioned as an important interpersonal norm of stable marketing relationships given recent findings that relationships develop most strongly at the individual level. It is suggested that reciprocity leads to personal well-being; thus providing an additional motivation, over and above economic incentives, to develop and maintain relationships. Results of the scale development tests indicated a valid, two dimensional measure which correlated with key relational variables such as trust, commitment, satisfaction, self-esteem and reduced conflict. 相似文献
20.
Ritu Lohtia Author Vitae Daniel C. Bello Author Vitae Constance Elise Porter Author Vitae 《Industrial Marketing Management》2009,38(3):239-252
While evidence suggests trust plays a fundamental role in maintaining successful buyer-seller relationships in Japan, little is known conceptually as to how foreign sellers can best develop trust in the minds of their Japanese customers. In this research, we develop and test a multi-component model of US seller actions that manifest key trust-building processes (intentionality- and capability-processes) which sellers find effective in building trust with their Japanese buyers. In this unique cultural context, theory suggests trust develops when sellers demonstrate benevolent intentions toward the buyer and exhibit a strong capability to fulfill business promises. An analysis of 181 US sellers in Japan demonstrates that a combination of trust-building efforts is recognized as being critical in seller attempts to develop and sustain trust on the part of their Japanese customers. Importantly, cultural sensitivity mediates the impact of intentionality-based practices on buyer trust, while capability-based activities directly influence trust. 相似文献