Search results

Two studies were conducted examining the effects of power, distribution norms, and the scope of future interaction on small group negotiation. Subjects participated in a three‐person negotiation exercise in which they had to reach agreements between two or three players to receive resources. In study one the effects of power position (high, medium, low), dominant distribution norm (contribution, need), and the expectation of future interaction (expected, not expected) on the distribution of resources were examined. Power interacted with both dominant distribution norm and the expectation of future interaction. The ability of high power, less needy players to achieve resources was reduced under a dominant need‐based distribution norm, and when future interaction was expected. In addition, groups expecting future interaction were more likely to form exclusive coalitions than those not anticipating future interaction. In study two the effects of power position (high, medium, low), type of need (pure‐need need + future potential), and the scope of future interaction (full group, coalition‐only) on the distribution of resources were examined. Power interacted with both the type of need and the scope of future interaction. Low power, more needy players achieved greater resources when need was linked to future potential and when future interaction with the entire group was anticipated. In addition, groups anticipating future interaction with only those included in the final agreement were more likely to form exclusive coalitions than those anticipating future interaction with all group members.

This chapter delineates the interactional structure of flirtation. Refining Simmel's analysis, I show flirtation as a way in which two time frames are continuously maintained within the same interaction. Rather than moving into a future interaction by using what I term “actualization practices” – actions which thrust the present interaction into a future – interactants simultaneously use practices from both time frames, careful not to irrevocably shift the situation. The management of interactional ambiguity in flirtation is then analyzed as a key to examine other ambiguous or “suspended” interactions, where interactants must work to keep different potential future possibilities open.

Business and customer relationships build on interactions between the parties. However, the marketing literature does not pay much attention to the concept of interaction. Interaction is a central construct of the Industrial Marketing and Purchasing Group as a result of a strong empirical focus on interfirm relations. However, even this research does not strongly address the interaction construct. Interaction between parties in the economic world refers to the exchanges and communications between parties that lead to development of relationships.

While interaction occurs in the on-going present, the purpose is always about creating a future for each of the participants in the relationship. Based on the authors’ presentation at the International Colloquium in Relationship Marketing at Leipzig, Germany, in September 2006, this chapter presents a model of interaction within business and customer relationships that relies upon time and cognition to explain the formation of relationships (or atmosphere) through interactive cognitive processes. This model allows an analysis of the ways the future is shaped in different types of business and customer relationships, depending on the relative ability of the parties to have an effect on the future. The analysis shows how firms and customers work to slow down or speed up change. The final section of the chapter addresses the research implications.

Networks and relationships are not stable. On the contrary, they change and are transformed by the actors who take part in them. Change and transformation result from the actions and reactions of these actors. However, a key issue is what makes the actors choose some actions and reactions while refraining from others. The paper aims to discuss these issues.

The authors argue that the actors’ expectations to the future of the network are formative for the actions and reactions and, furthermore, that the future expectations are formed by interaction among the actors that take part in the networks.

The authors depart from the existing foresight literature, but realign its ideas to fit with the core tenets of the IMP approach. Thereby, the purpose is twofold: to explore and conceptualize network foresight phenomena as well as to contribute to the practice of collective foresighting in business networks.

The authors suggest research into formations of expectations in networks with a specific view to the interactive and structural effects of networks. Furthermore, the authors suggest a framework for categorizing network episodes and linking these to the formation of recognized issues and solutions.

The authors provide a framework for analyzing the focus of business networks in terms of solutions and issues, and analytically breaking down the interaction among these.

The authors introduce the concept of business network foresight, both as a distinct concept that enables us to understand change and transformation in networks, but also as a procedure for supporting actors’ strategizing efforts in business networks.

The purpose of this paper is to apply an economic sociology perspective to the activity–resource–actor (ARA) interaction model for business relationships. Interaction has been chosen as a conceptual domain where economic sociology has a particularly high potential to advance business-to-business (B2B) marketing in terms of its future research directions.

The paper provides a structured account of economic sociology through the description of eight key economic sociology concepts and discussion of the structuration theory. This is followed by an overview of the usage of the eight key economic sociology concepts in current B2B marketing research, and concludes with outlining eight specific future research directions which guide future research on interaction in business relationships.

Eight economic sociology concepts are identified: embeddedness, networks, institutions, power, social capital, identity, social structures and cognition. An overview of the application of these constructs within the B2B marketing literature shows how most of them are used as metaphors with a gap in understanding their economic sociology background.

Future research directions are described individually, do not include potential interaction effects and are developed within the ARA interaction model framework. Given the conceptual nature of the paper, it does not provide any empirical data and illustrations related to any of the eight key economic sociology concepts.

The paper answers a call for a wider integration of economic sociology into the B2B marketing literature. It provides a systematic eight-concept economic sociology framework to be used by B2B marketing theorists and researchers. The paper finishes with eight concrete future research directions through which an economic sociology perspective can help advance B2B marketing theory and business relationship management practice. A brief discussion of managerial implications is also provided at the end.

The success of many high‐contact services depends on customers' compliance with providers' instructions. While existing service marketing literature urges increased attention to customer compliance, there is, to date, little research investigating its role of compliance in service settings. Based on social cognitive theory, this study aims to fill this important research gap, developing and testing a model to explore the antecedents and consequences of customer compliance in high‐contact service settings. Service friendship is included as a mediator between the antecedents and compliance. Two control variables, relationship duration and contact frequency, were also included in the model.

A research framework is proposed to suggest the antecedents and consequences of both service friendship and customer compliance. Extant research from various research streams is reviewed, deriving 11 hypotheses. Data collected from customers of high‐contact service industries are examined through structural equation modeling.

Results show that the service provider's social skills, customer orientation, and expertise are positively related to service friendship and customer compliance, which in turn affect customer satisfaction and anticipated future interaction. The control variables are also both positively associated with service friendship and anticipated future interaction.

This research represents an early attempt at explaining what affects customer compliance in high‐contact service settings. Future research directions are discussed, with emphasis on incorporating customer characteristics, service interaction characteristics, and employee viewpoints to better understand service friendship and compliance in different service settings.

Customer compliance is a vital component of high‐contact service interactions between employees and customers. Service managers should encourage the formation of customer compliance in conjunction with service friendship to achieve better service outcomes.

This study represents the first study in the service marketing literature to establish a model that explains the mechanism of customer compliance in general service settings. The addition of two control variables representing relationship quantity also enhances the originality and contribution of this study.

The purpose of this paper is to understand how everyday cross-cultural interactions affected the adjustment of undergraduate international students attending a private university in the northeastern United States of America.

Data were collected primarily through interviews with nine international students and observations at “Eastern University”. Students were purposively selected to balance gender and world regions. Analysis used constant comparison until findings emerged, which were member-checked with study participants (Merriam, 2009).

Findings show that the impact of university diversity initiatives for promoting everyday cross-cultural interactions is described as creating an us/them divide, promoting solidarity and establishing a cultural presence. It is concluded that formal university events foster recognition of the campus diversity international students help provide, but their impact on everyday cross-cultural interactions is both positive and negative. Additionally, the mode by which undergraduate international students are introduced to their US campus affects their integration and future interaction patterns.

Further research is needed to explore higher education institutions (HEIs)’ connection to human resource development (HRD) for shaping the future global arena. Studies that address the continuum from higher education to the workforce are needed to prepare the next generation of professionals for a global world. This study is limited due to small sample size. Findings are not generalizable in a statistical sense, but HRD professionals in HEIs may compare the details in this study with their own institutions.

This study contributes to the discussion of national HRD by addressing international students and their insights into how diversity programs impact adjustment in an American setting. Additionally, organizational and faculty development initiatives in academic institutions can be improved by understanding the insights found in this study.

In this paper, we present a proposed information environment (PROPIE) for enhanced interaction and value‐adding of electronic documents (e‐documents). The design of PROPIE was based on a thorough user needs and requirements assessment in interacting with information through well‐documented findings, and a focus group with twelve participants to elicit features that were deemed desirable in future interactions. The design was also based on an earlier work which reviewed the advancements in various user interface (UI) technologies, visualisation and interactive techniques, and a consideration of novel information structuring and organisation techniques that pose important implications for the design of more advanced UIs. Providing a suite of novel features and interactive tools that can be flexibly combined, PROPIE allows users to apply multiple novel ways to query intuitively and navigate information in an e‐document. The querying and browsing processes in PROPIE are supported by various interactive and visualisation techniques. Users work within a visually sovereign, integrated environment for information gathering and organising, based on navigable, fractional information objects that are also affiliated with rich metadata and additional layers of value‐adding information. A set of interface mock‐ups was developed to demonstrate the potential of the environment in supporting the design of a new generation of electronic journals (e‐journals). We report here empirical results from a study conducted to obtain representative users‘ feedback with regard to using PROPIE for interacting with e‐journals. Twenty‐two participants from a variety of academic backgrounds participated in the evaluation. Overall, PROPIE was found to have the potential both for enhancing the user’s interaction with information captured within e‐journals and for adding value to e‐documents in various ways.

Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics.

The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting.

The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive.

The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial network approach (see, e.g., Axelsson & Easton, 1992; Håkansson & Snehota, 1995a). The study describes how adaptations initiate, how they progress, and what the outcomes of these adaptations are. Furthermore, the framework takes into account how adaptations spread in triadic relationship settings. The empirical context is corporate travel management, which is a chain of activities where an industrial enterprise, and its preferred travel agency and service supplier partners combine their resources. The scientific philosophy, on which the knowledge creation is based, is realist ontology. Epistemologically, the study relies on constructionist processes and interpretation. Case studies with in-depth interviews are the main source of data.