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Article
Publication date: 8 January 2019

Henning Ahlf, Sven Horak, Andreas Klein and Sung-Won Yoon

The purpose of this study is to understand how employees of an organization build and maintain successful business relationships by analyzing major antecedents of…

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Abstract

Purpose

The purpose of this study is to understand how employees of an organization build and maintain successful business relationships by analyzing major antecedents of relationship quality and relationship commitment.

Design/methodology/approach

In this study, the authors develop a conceptual framework and formulate hypotheses regarding the relationships between demographic homophily, interpersonal communication, trust and dependent variables of perceived relationship quality and relationship commitment. This paper tests hypotheses presented in this study with the help of a structural equation model, based on a data sample from South Korea.

Findings

Unlike common thinking, demographic homophily does not directly increase the perceived relationship quality. The authors find a significant direct effect of interpersonal communication on relationship commitment but no effect of commitment on perceived relationship quality. Both seem to play independent roles but are positively influenced through the emergence of trust.

Research limitations/implications

By applying demographic homophily and interpersonal communication as antecedents and trust as mediator and main driver, the authors research effects on perceived intra-organizational relationship commitment and perceived relationship quality. In detail, the authors confirm the hypothesized centrality of trust in intra-organizational relationships between demographic homophily, interpersonal communication and dependent variables of perceived relationship quality and relationship commitment. Nevertheless, the authors surprisingly find neither significant evidence that demographic homophily increases the perceived quality of a relationship, nor does it lead to higher communication intensity directly, even in an environment (i.e. Korea), where it would be expected.

Practical implications

Based on the findings of this study, there are several practical implications. Understanding the interpersonal relationship characteristics in an intra-organizational setting enables managers to optimize organizational efficiency and effectiveness. Intra-organizational relationships between employees’ are highly dependent on mutual trust as an indicator for relationship quality and relationship commitment. Organizations can also benefit from the understanding of the mechanisms of demographic homophily and interpersonal communication for the establishment of interpersonal trust as well.

Originality/value

Research about the effect of demographic homophily and interpersonal communication and the central role of trust in an intra-organizational approach to business relationships on perceived relationship quality and relationship commitment is scarce. The mutual testing of the effects and interaction of established constructs like demographic homophily, interpersonal communication and trust on perceived relationship quality and commitment constitutes the main contribution of this study to the literature on management and business relationships. The insights of this study about interpersonal bonding help companies to establish long-term business relationships.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 2
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 18 December 2020

Sven Horak, Andreas Klein and Xiaomei Li

We challenge the discontinuity (also called incompatibility) hypothesis of generalized and particularistic trust, suggesting that the two types of trust are incompatible…

Abstract

Purpose

We challenge the discontinuity (also called incompatibility) hypothesis of generalized and particularistic trust, suggesting that the two types of trust are incompatible. This view is problematic because if so, it remains unclear, for instance, how communities scoring high in particularistic trust can ever develop further when transferring trust to spheres outside the community is not an option. In this research, we explore the potential permeability of different types of trust in an emerging market context using the case of China.

Design/methodology/approach

Using a purposeful sampling technique, we gathered data among Chinese professionals (n = 290) in the Jingjinji Metropolitan Region in Tianjin. We analyzed the data by performing structural equation modeling.

Findings

As we identify interdependencies between generalized and particularistic types of trust, our results speak in favor of the continuity hypothesis. We find that the more people trust other people from an outside group (out-group trust), the less they trust quasi-familiar others (in-group trust). Further, in-group trust increases once the environment urges people to engage in informal network (guanxi)-based transactions.

Originality/value

Advancing the common view of China being a typical low-trust society, in which distrust in strangers (outsiders) prevails, we find a recent trend of an increase in general trust, which might lead to increases of out-group and in-group trust alike. Contrary to the wide spread idea that guanxi is declining in the present day, we find guanxi to be persistent.

Details

International Journal of Emerging Markets, vol. 17 no. 5
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 2 May 2022

Andreas Klein, Sven Horak, Henning Ahlf and Katrin Nihalani

Research on the commitment to customer service (CCS) typically considers either trainable behavior or external stimuli such as financial incentives vital to CCS. Utilizing…

Abstract

Purpose

Research on the commitment to customer service (CCS) typically considers either trainable behavior or external stimuli such as financial incentives vital to CCS. Utilizing the cultural context of Confucian Asia, this study proposes a novel approach that shifts the focus towards the antecedents of the informal institutional environment.

Design/methodology/approach

This research considers four informal institutions typical for Confucian Asia about their influence on CCS: power distance, perceived individual independence, openness to change, and informal network ties. Hypotheses are tested in a structural equation model using data obtained from a South Korean subject pool.

Findings

Results show that informal institutions like power distance and network ties, and mediators like perceived individual independence and openness to change are positively related to CCS. Power distance and network ties also have a direct positive effect on openness to change. Moreover, power distance negatively affects perceived individual independence.

Research limitations/implications

The authors' findings contribute to the service management literature by showing that a given CCS of service employees can be explained by antecedents of the company's informal institutional environment.

Practical implications

From a human resource perspective, the informal institutional environment should be taken into account when establishing a supporting organizational culture and designing management training programs.

Originality/value

This research introduces the institutional view to services management research, focusing on the role that informal institutions play. In particular, factors like power distance and network ties that influence CCS are tested for the first time.

Details

Management Decision, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 1 October 2005

Thade Dudzik and Andrea Gröppel-Klein

Three experiments conducted in Germany examined the impact of different sports sponsorship messages on the perception of print advertisements. The use of sponsorship in…

Abstract

Three experiments conducted in Germany examined the impact of different sports sponsorship messages on the perception of print advertisements. The use of sponsorship in advertising proves to be risky. The use of pictures needs particularly careful consideration. The effectiveness of sports celebrities in ads depends on their common popularity, whereas the use of sports motifs bears the risk that consumers cannot identify with the situation. Attitudes towards sponsorship seem to play an important role in the perception of sports ads in general. Here further research is needed.

Details

International Journal of Sports Marketing and Sponsorship, vol. 7 no. 1
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 7 March 2016

Andreas Klein and Parimal Bhagat

One of the key drivers of competitiveness and growth of emerging countries is their ability to innovate. While India has successfully implemented innovative processes for…

Abstract

Purpose

One of the key drivers of competitiveness and growth of emerging countries is their ability to innovate. While India has successfully implemented innovative processes for software development, many Western nations have led in new product designs. The purpose of this paper is to examine the basic premise that the underlying ability of a country to innovate, while being constrained by other situational and structural factors, depends on the innate ability of especially younger individuals in a society to be innovative. Recognizing this trait, companies have recently begun considering consumers as co-creators of technological products and services.

Design/methodology/approach

Research has focused on the impact of innovativeness in the adoption and use of new technological products with limited research of its impact on the design and creation process. This basic study compares the technological innovativeness of young individuals between a developed country (USA) and an emerging economy (India) along several psychological and behavioral dimensions. Scale reliabilities, principal component analyses and regression analyses were conducted to find main influencers on technological innovativeness in both countries.

Findings

While hypothesis were derived that creativity, passion, expertise, thinking style and psychographics influence innovativeness, results reveal first impressions that expertise and psychographics are the main influencers on the technological innovativeness of young individuals in both countries. Moreover, a decomposition of thinking style does not add further predictive power to the model.

Originality/value

The paper helps to extend the understanding as well as to carve out main drivers of technological innovativeness of young individuals across countries. Implications on cross-cultural research and for managers as well as directions for further research are discussed.

Details

Review of International Business and Strategy, vol. 26 no. 1
Type: Research Article
ISSN: 2059-6014

Keywords

Article
Publication date: 7 September 2010

Joerg Koenigstorfer and Andrea Groeppel‐Klein

The purpose of this paper is to report the results of a study using photoelicitation interviews to investigate the relationship between the habitualised and unconscious…

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Abstract

Purpose

The purpose of this paper is to report the results of a study using photoelicitation interviews to investigate the relationship between the habitualised and unconscious aspects of consumers' food choices, the front‐of‐pack nutrition labelling schemes on food products and the healthiness of their diets.

Design/methodology/approach

To this end, photographs of ten German middle‐class families at different stages of the family lifecycle were taken at the point of purchase (during a shopping trip made by the main person responsible for meal planning) and at the point of consumption (during a family meal at home). The paper used selected photographs as stimuli for photoelicitation. The interviews were recorded and analysed using a holistic approach.

Findings

Four themes concerning food characteristics, participants' food choices and their healthiness emerged from the data: perceived time pressure at the point of purchase; the relevance of nutrition information for making inferences with regard to the healthiness and tastiness of products; consumers' trust in nutrition information; and their use of this information at the point of purchase or point of consumption.

Research limitations/implications

Photoelicitation interviews allowed us to bridge the gap between researchers and respondents and to study what happens in real‐life situations when consumers go shopping and prepare family meals.

Practical implications

By putting nutrition information on food packaging, especially on the front of the pack, manufacturers and retailers enable consumers to make faster and healthier decisions at the point of purchase – i.e. as long as the consumers notice, understand, trust and like the labelling and use it in making their final decision. Front‐of‐pack labels are of less relevance at the point of consumption.

Originality/value

The paper provides a number of insights into the processes involved in making healthy (or unhealthy) food decisions. It also provides directions for future studies in visual research and in the fields of consumer behaviour, marketing and public policy.

Details

Qualitative Market Research: An International Journal, vol. 13 no. 4
Type: Research Article
ISSN: 1352-2752

Keywords

Article
Publication date: 16 August 2011

Nejc M. Jakopin and Andreas Klein

Diffusion levels of broadband internet access vary across triad countries and emerging markets alike. Major industrialised nations face criticism for allegedly “lagging

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Abstract

Purpose

Diffusion levels of broadband internet access vary across triad countries and emerging markets alike. Major industrialised nations face criticism for allegedly “lagging behind” in broadband development. This study aims to highlight drivers of broadband take‐up that help explain and properly evaluate the diffusion situation of a country.

Design/methodology/approach

The study investigates worldwide broadband internet access take‐up in terms of fixed and mobile broadband penetration and broadband launch lead time by drawing on a wide range of variables of which some have not been examined in previous studies (e.g. home office workers, service sector activities or local call prices).

Findings

Results show that broadband internet take‐up significantly benefits from economic prosperity and computer penetration. Moreover, general regulatory quality has a significant influence. The effect of other regulatory and market environment variables is declining over time with associations becoming insignificant in 2009 data.

Research limitations/implications

Further research based on findings and limitations of the present study should incorporate quality of broadband, more accurate/differentiated measurement of broadband, conditionality, moderating effects, non‐linearity, as well as broadband implications for economic development.

Originality/value

This study covers a broad set of indicators and includes time lags in multivariate analysis to generate a holistic picture of broadband development drivers and their relevance over time.

Details

info, vol. 13 no. 5
Type: Research Article
ISSN: 1463-6697

Keywords

Article
Publication date: 1 July 2009

Sebastian Uhrich and Joerg Koenigstorfer

This conceptual article presents a theoretical approach to understanding the atmosphere at sports stadiums. Using the environmental psychology behavioural model proposed…

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Abstract

This conceptual article presents a theoretical approach to understanding the atmosphere at sports stadiums. Using the environmental psychology behavioural model proposed by Mehrabian & Russell (1974), and taking into account recent findings in consumer research, we develop a comprehensive framework for investigating this atmosphere. The framework highlights the role of emotions elicited by different stimuli in sports stadiums. We also suggest a number of direct and indirect influences on behavioural outcomes, caused by the emotional reactions and personal predispositions of spectators - influences that are of economic relevance. The proposed framework also forms a starting point for future empirical studies.

Details

International Journal of Sports Marketing and Sponsorship, vol. 10 no. 4
Type: Research Article
ISSN: 1464-6668

Keywords

Content available
Article
Publication date: 7 September 2010

Clive Boddy Robin Croft

481

Abstract

Details

Qualitative Market Research: An International Journal, vol. 13 no. 4
Type: Research Article
ISSN: 1352-2752

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