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Article
Publication date: 15 September 2021

Shih Yung Chou and Charles Ramser

Utilizing transaction cost economics (TCE) theory as the theoretical underpinning, this article aims to describe the costs of interpersonal helping and governing…

Abstract

Purpose

Utilizing transaction cost economics (TCE) theory as the theoretical underpinning, this article aims to describe the costs of interpersonal helping and governing mechanisms that individuals may use to alleviate helping costs.

Design/methodology/approach

A theoretical analysis was performed by drawing upon TCE and related research.

Findings

Through the lens of TCE, the authors propose the following: First, as the costs of helping increase, interpersonal helping shifts from being triggered by an autonomous motivation to being regulated by contextual contingencies. Second, the helper is likely to utilize reciprocity to mitigate helping costs by acquiring specific assets possessed by the recipient when asset specificity is high. Third, the helper is likely to utilize organizationally sanctioned procedures and rules to mitigate helping costs by eliminating unwanted resource consumptions when outcome uncertainty is high. Finally, the helper is likely to utilize group norms to mitigate helping costs by involving others in helping or discouraging requests for recurrent help when the frequency of helping is high.

Originality/value

From a theoretical standpoint, this article complements previous research that focuses on the dark side of interpersonal helping. Practically, the authors offer several implications that help managers minimize the costs of helping in the organization.

Details

Journal of Economic and Administrative Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1026-4116

Keywords

Content available
Article
Publication date: 31 August 2021

Jonna Koponen, Saara Julkunen, Mika Gabrielsson and Ellen Bolman Pullins

The purpose of this paper is to explore how business-to-business (B2B), intercultural, interpersonal salesperson–customer relationships develop using the lens of identity…

Abstract

Purpose

The purpose of this paper is to explore how business-to-business (B2B), intercultural, interpersonal salesperson–customer relationships develop using the lens of identity management theory (IMT; Imahori and Cupach, 2005).

Design/methodology/approach

The research uses qualitative semi-structured interviews on 18 targeted relationships with customers from another culture conducted with business-to-business salespeople.

Findings

The findings indicate that our respondents' relationships moved from trial toward enmeshment and on occasion toward the renegotiation phase, as described in IMT. In the case of low cultural diversity between salesperson and customer, the relationships reached the trial and enmeshment phase. In the case of high cultural diversity between salesperson and customer, the relationships on occasion evolved toward the renegotiation phase. Salespeople's cultural intelligence (CQ) facilitates the development of interpersonal, intercultural salesperson–customer relationships.

Originality/value

The authors transfer IMT from the personal relationship development arena to B2B intercultural, interpersonal relationships, address a gap in the literature in the understanding of salesperson–customer interpersonal relationships in different contexts and develop a theoretical model to understand intercultural, interpersonal salesperson–customer relationship development across different levels of cultural diversity.

Details

International Marketing Review, vol. 38 no. 6
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 19 July 2021

Chenghao Men, Weiwei Huo and Jing Wang

Despite workplace cheating behavior is common and costly, little research has explored its antecedents from customers' perspective. The current study aims to investigate…

Abstract

Purpose

Despite workplace cheating behavior is common and costly, little research has explored its antecedents from customers' perspective. The current study aims to investigate the indirect mechanisms between customer mistreatment and cheating behavior, and exam the moderated role of traditionality.

Design/methodology/approach

Drawing on conservation of resources theory, the authors examine how customer mistreatment affects workplace cheating behavior. They test their hypotheses using a time-lagged field study of 183 employees.

Findings

The results show that customer mistreatment is positively related to interpersonal conflict with customers, which positively affects workplace cheating behavior. Traditionality moderates the indirect effect of customer mistreatment on workplace cheating behavior.

Originality/value

This study calls for researchers' attention to exploring the antecedents of workplace cheating behavior from customers' perspective, and first provides empirical evidence on the relationship between customer mistreatment and workplace cheating behavior, which has never been examined.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 13 July 2021

Hongquan Chen, Shuhua Zhang, Bingjia Shao, Wei Gao and Yujin Xu

The purpose of this paper is to investigate the impact of buyer-seller interpersonal interactions on the purchase intention of buyers, incorporating swift guanxi as a mediator.

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Abstract

Purpose

The purpose of this paper is to investigate the impact of buyer-seller interpersonal interactions on the purchase intention of buyers, incorporating swift guanxi as a mediator.

Design/methodology/approach

Based on survey data obtained from 336 Taobao Live users, PLS techniques were used to test hypotheses.

Findings

Swift guanxi exists in buyer-seller interactions and matters, as it drives buyers' purchase intention in live stream shopping. Perceived expertise, perceived similarity and perceived likeability are found to be the three essential interpersonal interaction factors promoting the formation of swift guanxi. Perceived familiarity is also found to be significant but to a lesser extent. In addition, all these interpersonal interaction factors are found to significantly affect purchase intention through the mediation of swift guanxi.

Originality/value

Swift guanxi has been less explored in live stream shopping. This study takes the lead in empirically examining the mediating role of swift guanxi in the relationship between interpersonal interaction factors and purchase intention and offers a description of key buyer-seller interpersonal interaction factors (perceived expertise, perceived similarity and perceived likeability), thereby helping to extend the swift guanxi literature in social commerce.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 12 April 2021

Tarik Saikouk, Nejib Fattam, Gunasekaran Angappa and Ahmed Hamdi

This paper aims to identify and explain the link between relational dynamics and the development of coordination capabilities of Fourth-Party Logistics Providers (4PL…

Abstract

Purpose

This paper aims to identify and explain the link between relational dynamics and the development of coordination capabilities of Fourth-Party Logistics Providers (4PL) within a supply chain (SC). We aim to demonstrate the critical role relational dynamics can play in converting trust from interpersonal to inter-organizational level and facilitate the improvement of capabilities to coordinate customer's SC activities.

Design/methodology/approach

Using semi-structured interviews with 78 logistics managers operating in 45 different logistics service providers located in France, we developed a set of propositions and built a conceptual framework. Exploratory qualitative research in the form of propositional discourse analysis (PDA) is used to develop propositions in our research to contribute to theory in supply chain management (SCM).

Findings

Results indicate that both interpersonal and inter-organizational trust is a convertible capital. Based on their dynamic interactions, these two levels of trust endow the supply chain partners with economic benefits that would otherwise be highly costly or even practically extremely difficult to achieve through complex socio-economic transactions (meso-social level).

Research limitations/implications

Future research may test our conceptual model using primary and secondary data and conduct longitudinal case studies that are necessary to triangulate our results and thus strengthen our conclusions. The prospect of adding control variables to our model would be of considerable importance.

Practical implications

Our results suggest that “4PL” need to invest more in interpersonal relations to facilitate collaboration with their clients and enhance their capability to coordinate and manage customer's supply chain activities. The ability to convert interpersonal trust represents an invaluable capital contributing to the achievement of above-normal profits.

Originality/value

This work contributes to a better understanding of the coordination of supply chain activities through the development, mobilization and maintenance of social capital. While previous research explained the importance of trust in SCM, this paper explores and studies the process of converting interpersonal trust into social capital mobilized at the supply chain level. We add to the existing literature on structural and relational dimensions of social capital by offering a process-based explanation of the conversion of interpersonal trust into inter-organizational trust and its role in facilitating collaboration in logistics services.

Details

The International Journal of Logistics Management, vol. 32 no. 3
Type: Research Article
ISSN: 0957-4093

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Book part
Publication date: 7 March 2013

Perry den Brok, Anna van der Want, Douwe Beijaard and Theo Wubbels

In this chapter, a model to understand teachers’ professional identity, appraisals and behaviours in the classroom is presented and illustrated with empirical data. It is…

Abstract

In this chapter, a model to understand teachers’ professional identity, appraisals and behaviours in the classroom is presented and illustrated with empirical data. It is argued that the comparison between interpersonal identity standards and interpersonal appraisals of classroom situations results in two types of emotions experienced by teachers. One type of emotion is the direct result of teachers’ interpretations of, and coping with, specific classroom events whereby their emotions are part of the appraisal process of situations and evaluated in the light of their interpersonal role identity standards. The second type of emotion emerges as a result of tensions or dilemmas of prolonged differences between appraisals and identity standards. It is argued that the Teacher Interpersonal Identity Role and Appraisal model is helpful for both researchers and practitioners to better understand, recognise and support beginning (and experienced) teachers with emotions that occur in the classroom, and to help stimulate both their personal as well as professional development.

Details

Emotion and School: Understanding how the Hidden Curriculum Influences Relationships, Leadership, Teaching, and Learning
Type: Book
ISBN: 978-1-78190-651-4

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Book part
Publication date: 4 September 2003

Michael W Preis, Salvatore F Divita and Amy K Smith

Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered…

Abstract

Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered, researchers have focused on the satisfaction of the salesperson with his job and/or the impact of this job satisfaction on performance (e.g. Bluen, Barling & Burns, 1990; Churchill, Ford & Walker, 1979; Pruden & Peterson, 1971). To concentrate on salesperson performance while neglecting customers is to ignore the most important half of the relationship between buyers and sellers and entirely disregards the marketing concept and the streams of research in customer satisfaction. This research takes a different approach and examines customers’ satisfaction with salespeople.

Details

Evaluating Marketing Actions and Outcomes
Type: Book
ISBN: 978-0-76231-046-3

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Article
Publication date: 21 May 2021

Anang Kistyanto, Muhammad Fajar Wahyudi Rahman, Firman Adhar Wisandiko and Emeralda Eka Putri Setyawati

This paper aims to explore Indonesian students' perceptions of student exchanges or studies abroad regarding cultural intelligence's influence on innovative behavior…

Abstract

Purpose

This paper aims to explore Indonesian students' perceptions of student exchanges or studies abroad regarding cultural intelligence's influence on innovative behavior through interpersonal trust.

Design/methodology/approach

This study has used a quantitative research approach. Data analysis uses an approach structural equation modeling-partial least squares (SEM-PLS) supported by program computer software Smart-PLS 3.0. An online questionnaire was distributed to 224 respondents, but only 214 were qualified. In this study, the respondent is Indonesian students who have been completed or are currently conducting student exchanges or studying abroad in the Asia and Australia region.

Findings

This pilot study reveals that high cultural intelligence students positively affect their individuals' innovative behavior. Moreover, interpersonal trust levels would mediate the influence of cultural intelligence on individual innovative behavior students. These results indicate that most Indonesian citizen students who took part in student exchanges or studying abroad had high cultural intelligence.

Originality/value

This study focused on influence cultural intelligence on individuals' innovative behavior, which is referred to as cross-cultural interaction. Also, this study focused on Indonesian citizen students who took part in student exchanges or studying abroad. This kind of research has not been thoroughly or even not been discussed in academic research. Therefore, it was necessary to put this issue into a science education and management science.

Details

International Journal of Educational Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0951-354X

Keywords

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Book part
Publication date: 14 November 2003

Noah E. Friedkin and Eugene C. Johnsen

This paper works at the intersections of affect control theory, expectation states theory, and social influence network theory. First, we introduce social influence…

Abstract

This paper works at the intersections of affect control theory, expectation states theory, and social influence network theory. First, we introduce social influence network theory into affect control theory. We show how an influence network may emerge from the pattern of interpersonal sentiments in a group and how the fundamental sentiments that are at the core of affect control theory (dealing with the evaluation, potency, and activity of self and others) may be modified by interpersonal influences. Second, we bring affect control theory and social influence network theory to bear on expectation states theory. In a task-oriented group, where persons’ performance expectations may be a major basis of their interpersonal influence, we argue that persons’ fundamental sentiments may mediate effects of status characteristics on group members’ performance expectations. Based on the linkage of fundamental sentiments and interpersonal influence, we develop an account of the formation of influence networks in groups that is applicable to both status homogeneous and status heterogeneous groups of any size, whether or not they are completely connected, and that is not restricted in scope to task-oriented groups.

Details

Power and Status
Type: Book
ISBN: 978-0-76231-030-2

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Book part
Publication date: 24 September 2018

Shalini Vohra

The existing literature on emotion regulation strategies provides important insights with regards to intrapersonal strategies for emotion regulation. However, in pointing…

Abstract

The existing literature on emotion regulation strategies provides important insights with regards to intrapersonal strategies for emotion regulation. However, in pointing out the limitations of intrapersonal emotion regulation models, it has been suggested that emotion regulation is not confined to intrapersonal processes and the complex social networks that humans form are intricately connected to their emotions. The previous work on financial traders has recognized the relevance of emotions in trading, focusing only on intrapersonal emotion regulation strategies. In this chapter, drawing on the author’s previous research on emotions in trading as well as existing research on social sharing of emotions and interpersonal emotion regulation, interpersonal emotion regulation strategies in the work of financial traders are identified. In doing so, an existing definition of interpersonal emotion regulation is extended and it is argued that while the pursuit of a regulatory goal is paramount, the benefits of interpersonal regulation may be achieved even in the absence of live social interaction, as long as labeling of the affective state takes place. The chapter concludes with a model summarizing intra–interpersonal emotion regulation processes.

Details

Individual, Relational, and Contextual Dynamics of Emotions
Type: Book
ISBN: 978-1-78754-844-2

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