Ethical and Legal Foundations of Relational Marketing Exchanges

Gundlach, Gregory T.; Murphy, Patrick E.

doi:10.2307/1252217

Cited by 421 publications

(184 citation statements)

References 0 publications

Supporting

Mentioning

162

Contrasting

Unclassified

Order By: Relevance

“…Consequently, many schemes for the classification of inter-company relations have been developed (e.g., Dwyer et al, 1987;Gundlach and Murphy, 1993;Ojanen and Hallikas, 2009). We focus on the constructs that are employed most frequently in the pertinent literature to analyse customer-provider relationships: trust between parties, parties' commitment to the relationship, and the level of interaction between parties.…”

Section: Customer-provider Relationshipsmentioning

confidence: 99%

Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation

Hoeber

Schaarschmidt

2017

IJTM

View full text Add to dashboard Cite

Abstract:There is a rich body of literature investigating the integration of customers into innovation processes. The various strands of this literature converge on the notion that integrating customers creates access to use-related knowledge that is needed to better target future customers. In a similar vein, solution selling has emerged as a means to provide solutions that fulfil customers' demands as an alternative to selling products and services to an unknown, anonymous customer. Here, most research adopts a producer-centric view. Yet, little research exists that: 1) combines customer integration and solution selling; 2) considers service companies. Thus, the authors' aim was to investigate whether and how a transformation from being a service provider to being a solution provider influences the provider's relationship with the customer, affects customer-induced service and solution innovation, and shapes the provider's absorptive capacity. The authors employ a case study design and investigate a German medium-sized IT consulting firm. The main result is the identification of testable propositions stemming from expert interviews and additional company data. At the end of the article, the authors discuss theoretical and managerial implications.

show abstract

Section: Customer-provider Relationshipsmentioning

confidence: 99%

Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation

Hoeber

Schaarschmidt

2017

IJTM

View full text Add to dashboard Cite

show abstract

“…Honesty arises from an evaluation process and refers to the conviction that consumer shows respect to sincerity and the degree of fulfilment of the promises the other party made (Anderson & Narus, 1990;Gundlach & Murphy, 1993;Doney & Cannon, 1997;Geyskens, Steenkamp & Kumar, 1998.…”

Section: Measurement Scalementioning

confidence: 99%

Multilevel and multidimensional scale for online trust

2014

View full text Add to dashboard Cite

This paper examines the nature of the construct of consumers' trust toward the electronic channel of their financial institution. Through a study of a total of 372 individual users of Internet banking in Spain, we have managed to develop a third-order measuring instrument that integrates a total of seven dimensions. The exploratory and confirmatory factor analyses were used to test the validation and reliability of the proposed scale. Findings provide useful information to professionals who seek to identify how customer's trust is formed in the online channel and in the financial sector.KEYWORDS | Scale, trust, online banking, users, validation. RESUMOEste artigo analisa a natureza do construto-confiança dos consumidores em relação ao canal eletrônico de sua instituição financeira. Por meio de um estudo com 372 usuários individuais de operações bancárias via internet na Espanha, conseguimos desenvolver um instrumento de medida de terceira ordem que integra sete dimensões. Foram utilizadas análises fatoriais exploratórias e confirmatórias a fim de testar a validade e a confiabilidade da escala proposta. Os resultados fornecem informações úteis aos profissionais que procuram identificar como se constitui a confiança do cliente no canal online e no setor financeiro.PALAVRAS-CHAVE | Escala, confiança, operações bancárias online, usuários, validação. RESUMEN RAE-Revista de Administração de Empresas | FGV-EAESP

show abstract

“…[78][79][80][81] In addition to conceptual support for a trust-commitment relationship, there exists strong empirical evidence for a positive path from trust to relationship founded in 1986, now has 600 employees, 100 professional lecturers, 500 part-time lecturers, more than 500,000 accumulated members, 94 …”

Section: Commitmentmentioning

confidence: 99%