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Book part
Publication date: 26 August 2010

Sergio Biggemann

This paper reports the results of a three-year-long research on business relationships, relying on qualitative data gathered through multiple-case study research of four…

Abstract

This paper reports the results of a three-year-long research on business relationships, relying on qualitative data gathered through multiple-case study research of four focal companies operating in Australia. The industry settings are as follows: steel construction, vegetable oils trading, aluminum and steel can manufacture, and imaging solutions. The research analyzes two main aspects of relationships: structure and process. This paper deals with structure describing it by the most desired features of intercompany relationships for each focal company. The primary research data have been coded drawing on extant research into business relationships. The main outcome of this part of the research is a five construct model composed by trust, commitment, bonds, distance, and information sharing that accounts for all informants’ utterances about relationship structure.

Details

Organizational Culture, Business-to-Business Relationships, and Interfirm Networks
Type: Book
ISBN: 978-0-85724-306-5

Article
Publication date: 8 June 2022

Sheng-Wei Lin, Eugenia Y. Huang and Kai-Teng Cheng

This study employed the commitment–trust theory in social psychology and relationship marketing to explore female customers' perception of channel integration quality in…

Abstract

Purpose

This study employed the commitment–trust theory in social psychology and relationship marketing to explore female customers' perception of channel integration quality in omnichannel retailing and its influence on their relationship commitment to and trust in the relationship with retailers, and thus on their stickiness. Channel integration quality consists of two dimensions: channel service configuration (channel choice breadth and channel service transparency) and integrated interactions (content consistency, process consistency and perceived fluency).

Design/methodology/approach

The study was carried out via a questionnaire survey, to which 868 valid responses were collected. The partial least squares technique was used to test the hypotheses.

Findings

Channel service transparency and perceived fluency influence relationship commitment; content consistency, process consistency and perceived fluency all have significant effects on trust. Interestingly, although less influential than integrated interactions, channel service configuration is the foundation of channel integration quality, testifying to its significant role.

Originality/value

This study provides strong evidence on how channel integration quality affects customer stickiness. Moreover, this study replicates the finding of significant relationships among relationship commitment, trust and stickiness in omnichannel retailing.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 3 September 2021

Ejae Lee, Minjeong Kang, Young Kim and Sung-Un Yang

This paper aims to investigate how employee–organization relationship (EOR) outcomes – types and qualities – are interrelated and how employees' perceptions of types…

Abstract

Purpose

This paper aims to investigate how employee–organization relationship (EOR) outcomes – types and qualities – are interrelated and how employees' perceptions of types (exchange and communal EORs) and qualities (trust, satisfaction, commitment, and control mutuality) play a role in their evaluations of symmetrical internal communication (SIC) and employee job engagement (EJE).

Design/methodology/approach

This study conducted an online survey of full-time employees (N = 804) from major US industries. This study performed a confirmatory factor analysis to check the validity and reliability of the measurement model using latent variables and then conducted structural equation modeling.

Findings

The findings demonstrate that employees' perceptions of both exchange and communal EORs are associated with each of the four EOR qualities. The results also show that only communal EORs have a significant relationship with perceived SIC and that employees' perceptions about one of the EOR quality indicator, satisfaction with an organization, has a significant association with their perceived EJE.

Originality/value

This study contributes to relationship management theory within the internal context by examining the interrelationship between each of the EOR types and qualities that are perceived by employees. This paper also suggests the practical importance of developing not only communal but also exchange EORs to enhance EOR quality. Additionally, the results imply that SIC programs could help to enhance employees' perceptions of communal EORs and employees could be engaged in their workplace when they are satisfied with their organizations.

Details

Corporate Communications: An International Journal, vol. 27 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 19 August 2021

Claudia Gesell, Andreas Herbert Glas and Michael Essig

The purpose of this paper is to examine how communication with suppliers influences performance during production ramp-up. Often, time, cost or quality targets are missed…

Abstract

Purpose

The purpose of this paper is to examine how communication with suppliers influences performance during production ramp-up. Often, time, cost or quality targets are missed in production ramp-ups while the number and frequency of ramp-ups is further increasing. The goal of this paper is thus to contribute a better understanding if and to which extend communication content or communication relationship is affecting ramp-up performance.

Design/methodology/approach

The research uses data from a dyadic survey (N = 160) in the German automotive industry. The data set comprises responses from buyers and suppliers. Constructs, namely, information and relationship quality, as well as communication satisfaction, are measured. The effect of communication is evaluated referring to cost, quality and time dimensions of performance. The analysis is applied with structural equation modeling methodology. This research is complemented by a multigroup analysis (MGA) especially comparing buyer and supplier respondent groups.

Findings

The results indicate that communication satisfaction positively influences ramp-up performance and that information quality is of higher relevance than relationship quality. Briefly, information exchange (what information to transfer) is more important than relationship management (how to transfer information). This finding contrasts previous literature focusing on relationship factors in communication settings. Furthermore, findings from MGA sustain the findings, because effects are also analyzed from a supplier’s or buyer’s viewpoint. Overall, the findings imply that supplier communication in production ramp-up must of course provide a high level of information quality. However, to optimize ramp-up performance also a high level of relationship quality is required.

Research limitations/implications

This study featured data from the German automotive industry from buyer’s and supplier’s perspective. This limits its generalizability, yet provides opportunities to test the findings through longitudinal studies, potentially gathering data from other sectors.

Practical implications

This research recommends managers deliver high information quality to improve communication satisfaction. Hence, this survey provides support for business communication o enhance ramp-up performance to achieve success in buyer–supplier relations.

Originality/value

Besides the original dyadic database, this research addresses production ramp-up as a very dynamic process. Plans and forecasts change often, thus supplier communication takes place in a stress situation. Then, communicators might overstate information quality and lose sight of relationship quality. The study contributes to this field of research and postulates that (automatic, autonomous) data exchange requires behavioral and relational support. The findings are useful for companies in stress situation (e.g. also a pandemic supply crisis) and will avoid that the optimization of information exchange disregards the relationship aspect.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 1 March 2021

Zhibin Hu, Guangdong Wu, Xianbo Zhao, Jian Zuo and Shicong Wen

This study aims to explore the influence of the strength of ties (strong ties and weak ties) on contractual flexibility (term flexibility and process flexibility) and…

Abstract

Purpose

This study aims to explore the influence of the strength of ties (strong ties and weak ties) on contractual flexibility (term flexibility and process flexibility) and relationship quality among stakeholders in a megaproject network.

Design/methodology/approach

This study, via a questionnaire survey, collected 380 valid responses from megaproject professionals (including project managers, department managers and project engineers). The data were analyzed using least squares structural equation modeling.

Findings

The results show that both strong ties and weak ties have positive effects on relationship quality. The introduction of contractual flexibility can help improve relationship quality by combining the positive effects of the strength of ties. Interestingly, the indirect influence of strong ties on relationship quality is mainly due to term flexibility. However, the influence of process flexibility is not significant, while weak ties have an indirect influence through term flexibility and process flexibility.

Research limitations/implications

This study, while helpful to megaproject management both in theory and practice, is nevertheless subject to several limitations. First, this study only considers the impact of the strength of ties on contractual flexibility and relationship quality; other factors, such as environmental uncertainty, are not explored. Second, the sample data are limited to just a few regions of China. Future research should cover other influencing factors, in order to make the model more substantial; data should also be collected from different cultural and industrial sources, thereby extending and further verifying the results.

Originality/value

This study makes three contributions to extant megaproject literature. First, this study provides a deep and nuanced understanding of the strength of ties. With the distinction between strong ties and weak ties clearly explained, this research furnishes a subtler understanding of relationship governance than has previously been achieved. Second, by precisely identifying the mechanism of how contract flexibility improves contract control and coordination functions, this research offers a complementary view of how contractual flexibility positively contributes to cooperation and relationship quality. Third, this study identifies which dimension of the strength of ties is more influential. This brings a new explanation for the previous controversy and offers some insight into the determinants of how to improve relationship quality in Chinese megaprojects.

Details

Baltic Journal of Management, vol. 16 no. 3
Type: Research Article
ISSN: 1746-5265

Keywords

Article
Publication date: 2 March 2021

Ibrahim Al Nawas, Shadi Altarifi and Nabil Ghantous

Limited knowledge exists on the difference in the antecedents and outcomes of relationship quality's cognitive and emotional aspects for e-retailers. This research tests…

Abstract

Purpose

Limited knowledge exists on the difference in the antecedents and outcomes of relationship quality's cognitive and emotional aspects for e-retailers. This research tests how utilitarian and hedonic shopping values differentially affect “cognitive and emotional” relationship quality components and how the latter differentially affects word-of-mouth and brand evangelism.

Design/methodology/approach

Online survey data were collected from 450 Jordanian online shoppers. Structural equation modeling (AMOS 24.0) was employed to analyze the data.

Findings

First, e-retailer's informativeness and transaction convenience (i.e. utilitarian values), drive more strongly cognitive than emotional relationship quality, whereas e-retailer's escapism and social presence (i.e. hedonic values) drive more strongly emotional than cognitive relationship quality. Second, emotional relationship quality has a strong significant effect on brand evangelism, whereas cognitive relationship quality's effect is insignificant. Third, there are no statistically significant differences concerning the effect of cognitive and emotional relationship quality on word-of-mouth.

Originality/value

The findings of our research are expected to enhance our understanding of e-retailer relationship quality, its emergence and consequences. They would also provide e-retailers with guidance on how to execute growth strategies by focusing on specific types of brand relationship quality, on the other hand.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 9
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 December 2002

Spiros P. Gounaris and Karin Venetis

Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data…

4478

Abstract

Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role of service quality and customer bonding as antecedents of trust in relatively newer vis‐à‐vis a relatively mature relationship between the provider of business‐to‐business services and the client. The findings presented here show that the time element is critical to the effect that both service quality and successful customer bonding bear in trust development. Furthermore, the results of the study suggest that not all dimensions of the quality of the service offered by the provider contribute equally in the provider’s trustworthiness. Similarly, specific customer bonding techniques foster the extent to which the client trusts the service provider while others do not have an impact on the trustworthiness of the provider.

Details

Journal of Services Marketing, vol. 16 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 25 October 2018

I.M. Jawahar, Bert Schreurs and Shawn J. Mohammed

In spite of the recent meta-analysis by Martin et al. (2016), we have very little insight about the theoretical mechanism explaining the leader–member…

1140

Abstract

Purpose

In spite of the recent meta-analysis by Martin et al. (2016), we have very little insight about the theoretical mechanism explaining the leader–member exchange–counterproductive work behavior (LMX–CWB) relationship. Drawing on social cognitive theory, the purpose of this paper is to test if occupational self-efficacy functions as a mediating mechanism to explain the relationship between LMX quality and counterproductive performance directed toward the supervisor. In addition, based on the conservation of resources theory, the paper investigates if supervisor–subordinate relationship tenure acted as a second-stage moderator of this mediated relationship.

Design/methodology/approach

The authors used two-wave time-lagged data from a sample of 189 high-tech professionals to test the hypotheses, controlling for age, sex, and trust.

Findings

The results of this paper showed that occupational self-efficacy carried the effect of LMX quality on counterproductive performance, but only for workers who have longer supervisor–subordinate relationship tenure.

Originality/value

This paper is unique in proposing and testing a social cognitive mechanism to explain the relationship between LMX quality and counterproductive performance. As Johns (2017) advocated, the authors incorporated length of time, a contextual variable into this study by investigating supervisor–subordinate relationship tenure as moderating the proposed mediated relationship.

Details

Career Development International, vol. 23 no. 6/7
Type: Research Article
ISSN: 1362-0436

Keywords

Article
Publication date: 31 July 2007

Ruben Chumpitaz Caceres and Nicholas G. Paparoidamis

The purpose of this study is to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality – specifically in…

29068

Abstract

Purpose

The purpose of this study is to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality – specifically in terms of an increase in relationship quality and customer loyalty in a B2B environment – and to test this theoretical basis empirically.

Design/methodology/approach

Drawing on the relationship‐marketing literature, the authors empirically test a model of business loyalty in a sample of 234 advertising agencies' clients.

Findings

Using the Grönroos conceptualisation, a clear pattern of service‐quality dimensions is established and several important findings are reported – including empirical verification of the mediating role of overall relationship satisfaction in the formation of loyalty attributes. The effects of trust and commitment are also verified.

Research limitations/implications

Studies that model attitudinal as well as behavioural relationship outcomes have strong precedence in the relationship marketing area. Although in this study the “intentions” approach is followed rather than a behavioural one, the measurement of the real behaviour of industrial clients proves to be very difficult from a practical point‐of‐view.

Practical implications

In this service continuum, managers need to clearly define relationship development strategies, service provision policies and develop homogeneous service provision. Towards this direction, it is essential that firms communicate the service and product quality standards to partners so that differences in service provision can be avoided.

Originality/value

The study integrates the concepts of service/product quality, relationship satisfaction, trust, and commitment in a business‐loyalty model, demonstrating the benefits of investing in relationships based on trust and commitment.

Details

European Journal of Marketing, vol. 41 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 14 November 2016

Zhaofang Chu, Qiang Wang and Augustine A. Lado

Drawing on the customer value-based theory and the resource dependency theory, the purpose of this paper is to investigate how Chinese third-party logistics (3PL…

2447

Abstract

Purpose

Drawing on the customer value-based theory and the resource dependency theory, the purpose of this paper is to investigate how Chinese third-party logistics (3PL) providers leverage their customer orientation to improve operational performance directly in a stable environment or through building and maintaining high-quality 3PL relationships in an uncertain environment.

Design/methodology/approach

A survey-based approach is employed to collect data from managers at 132 3PL providers in mainland China. Confirmatory factor analysis is used to assess measures and hierarchical regression is utilized to test the hypothesized relationships.

Findings

This study documents significant positive effects of customer orientation and relationship quality on operational performance, as well as significant mediation effect of relationship quality. However, the effect of customer orientation on operational performance decreased, while the effect of relationship quality on operational performance became stronger, under high rather than low environmental uncertainty.

Practical implications

An important implication for managers based on this study is that, in order to be effective, Chinese 3PL providers would need to become more customer oriented and to continually develop and leverage high-quality 3PL relationships in order to enhance their operational performance, especially in situations of high environmental uncertainty.

Originality/value

The paper documents the importance of developing and leveraging high-quality 3PL relationships as a key mediator of the relationship between customer orientation and operational performance. It also documents how environmental uncertainty exerts a powerful moderating influence in this relationship, providing insights into understanding how customer orientation is leveraged by 3PL providers to improve their performance.

Details

The International Journal of Logistics Management, vol. 27 no. 3
Type: Research Article
ISSN: 0957-4093

Keywords

1 – 10 of over 184000