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Emerald Group Publishing Limited
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2011 Awards for Excellence
Article Type: Note from the publisher From: Journal of Services Marketing, Volume 26, Issue 1
The following article was selected for this year's Outstanding Paper Award for Journal of Services Marketing
"Consumer relationship proneness: a reexamination and extension across service exchanges''
Janet Turner ParishDepartment of Marketing, Mays Business School, Texas AM University, College Station, Texas, USA
Betsy Bugg HollowayBrock School of Business, Samford University, Birmingham, Alabama, USA
Purpose - This paper aims to answer two key questions focused on increasing the understanding of consumer relationship proneness (CRP) and its role in customer relationship management. First, is CRP linked to trust and other relationship outcomes (e.g. customer share, adherence)? Second, does the nature of the service exchange (transactional versus relational) affect the association between CRP and commitment and trust?Design/methodology/approach - Data were collected in three contexts: 270 travel industry call center customers, 345 insurance agency clients, and 897 patients responded to our surveys about their business relationships.Findings - Structural modeling analysis and t-statistic comparisons revealed that CRP is associated with trust and other important outcomes (i.e. share of customer and adherence) and that the nature of the service exchange moderates the association between CRP and commitment and trust. Specifically, as the nature of the service exchange moves from transactional to relational, the influence of CRP on commitment and trust strengthens.Research limitations/implications - Because CRP cannot be inferred from commonly measured variables, including measures of CRP, is important for relationship marketing and customer relationship management researchers.Practical implications -- Managers need to seek a greater understanding of individual consumer differences and to identify CRP in order to better manage customer relationships.Originality/value - This paper is the first to report a direct association between CRP and trust. It is also the first to report the moderating influence of relationship type on the association between both CRP and commitment and CRP and trust.Keywords Customer loyalty, Relationship marketing, Service delivery, Services, Trust
This article originally appeared in Volume 24 Number 1, 2010, pp. 61-73, Journal of Services Marketing
The following articles were selected for this year's Highly Commended Award
"The service hand-off: effects of multivendor service performance on customer satisfaction - an experimental study''
Chad R. Allred, R. Bruce Money
This article originally appeared in Volume 24 Number 3 2010, Journal of Services Marketing
"The international search for ethics norms: which consumer behaviors do consumers consider (un)acceptable?''
Larry Neale, Sam Fullerton
This article originally appeared in Volume 24 Number 6, 2010, Journal of Services Marketing
"Social networking in academic libraries: the possibilities and the concern''
Jingyun ZhangSharon E. Beattyavid Mothersbaugh
This article originally appeared in Volume 24 Number 5, 2010, Journal of Services Marketing
Professor Aron O'CassUniversity of Newcastle, Callaghan, Australia