Marketing Commons^™

A Comparison Of Potential Student Blood Donors To Actual Donors, Harold Ogden, Kelly Campbell Lefort, Matthew Kerr, Matthew Maclellan, Zachary Briggs

AMTP Proceedings 2013

With a growing need for blood and blood products, managers of blood collection agencies are interested in increasing donation rates. A better understanding of how donors are different from the general public might inform decisions on how to promote to make non-donors more like donors. A sample of 74 student blood donors was surveyed at two university blood donor clinics about their attitudes and beliefs about blood donation. A convenience sample of 134 respondents in a university student population was also surveyed for comparison. The latter was later split by level of commitment to blood donation. Differences among these three …

Examining Organizational Justice In The Context Of Lmx And The Effect Of Lmx On Trust And Job Performance, Yong-Ki Lee, Sally Kim, Mun-Hyun Son, Min-Seong Kim

AMTP Proceedings 2013

Services marketing and organizational behavior researchers have studied factors that have a positive influence on employees’ job performance. They viewed that the manager’s role in dealing with his/her subordinates is critical in producing the desired outcomes such as employee job performance. This study based on organizational justice and Leader-Member Exchange (LMX) theory, presents and tests a model, in which relationships among justice, LMX, trust, and job performance are examined. More specifically, the study examines the impact of organizational justice on the quality of LMX and the effect of LMX on employees’ attitudinal and behavioral aspects (trust and job performance). The …

Perceived Firm Transparency: Scale And Model Development, Jennifer Dapko

USF Tampa Graduate Theses and Dissertations

In the last few years alone, calls for transparency by consumers have grown louder. No longer are consumers willing to sit back and allow firms to make `closed door' decisions that benefit the company (and its executives) at the expense of consumers and society. This dissertation begins to answer the call for a greater understanding of transparency from both practitioner and academic perspectives. In particular, this dissertation focuses on systematically developing a succinct definition of perceived firm transparency, developing a valid measure of transparency, and empirically testing antecedents and consequences of transparency.

Two studies were conducted to develop the transparency …

What Tattoos Tell Customers About Salespeople: The Role Of Gender Norms, Aaron D. Arndt, Myron Glassman

Marketing Faculty Publications

This study looks at how the meaning of visible tattoos impacts customer ratings of salespeople. Given the prevalence of tattoos, sales managers can no longer have a "no tattoo" policy. As such, they must understand how customers view different types of tattoos on salespeople. To this end, we examine the meaning and appropriateness of highly masculine and highly feminine tattoos on salespeople in two industries, real estate and automobile sales. Overall, people with tattoos trust and are more willing to work with tattooed salespeople than people who do not have tattoos. Furthermore, salespeople with masculine tattoos are considered more masculine …

수급사업자의 기업가정신이 관계몰입을 유도하는 경로, Nak Hwan Choi, Cheol Seob Byeon, Yong Gyun Lee

Asia Marketing Journal

It seems essential to examine the factors that may affect relationship commitment of subcontractors to parent companies in the industrial market in Korea in an effort to construct a win-win-type cooperative network among them. Lots of studies have been focusing on the consumer goods market. Relatively few studies have been focused on industrial market. In the industrial goods market subcontractors used to sell their parts or services only to a small number of parent companies in a large quantity, resulting in decisive control of subcontractors over the quality of parent companies` finished goods. This is why relationship between subcontractors and …

소비자 혼란이 분노를 통해 구전, 신뢰에 미치는 영향, Sun Jung Moon, Bo Hyeon Kang, Soo Hyung Lee

Asia Marketing Journal

Companies are competing each other, and as the competitions became higher, consumer`s information processing for purchase became more complicated. Consumer confusion problem is getting more serious, but there are still not much considerations on this problem. The purpose of this study is to find out that the consumer confusion can causes consumer`s negative emotion(anger). This research studied the mediation effect of negative emotion on the relationship between consumer confusion, which was classified into three categories, and two consequences, word-of-mouth and trust. And also it concentrates on moderating effects of negative affectivity and intolerance of uncertainty in the relationship between consumer …

The Role Of Trust In Today’S Extended Enterprise, Ken Saban, Michaela Ann Noakes

AMTP Proceedings 2010

This paper explores the role that trust plays in improving the overall collaboration and business performance of firms that constitute an extended enterprise. Case studies of Eli Lilly, Airbus and Toyota Motor Company illustrate the significant economic advantages of creating and maintaining a collaborative and trusting network.

The Lifeblood Model: The Power Of Trust In E-Commerce Communication, Miles Clinton Coleman

AMTP Proceedings 2010

Relationship marketing has been established as a valuable approach for use in business to consumer transactions. When utilized in e-commerce environments however, this approach seems to falter in light of the risk and uncertainty components inherent in electronically mediated exchange. The reluctance of a consumer to partake in an exchange with a business causes the possibility of a successful relationship to dwindle. In this paper the lifeblood model is proposed as a means to further understanding the power of trust in mitigating e-commerce communication exchanges. Practical applications of the model are also discussed.

The Role Of Cognitive Dissonance In A Service Setting, Young (Sally) K. Kim

AMTP Proceedings 2010

While numerous studies used the theory of cognitive dissonance to explain consumer behavior, there is no study as of today that applied the theory to the service industry to investigate the role of cognitive dissonance in influencing important marketing-related variables such as perceived value and trust. This study examines the relationship between cognitive dissonance and relationship variables (trust and value) and proposes a model to understand how consumers process information facing a negative word-of-mouth message that is incongruent with their existing belief and how cognitive dissonance affects their behaviors. The proposed model is tested using data collected via mail survey …

Is Firm Trust Essential In A Trusted Environment? How Trust In The Business Context Influences Customers, Kent Grayson, Devon Johnson, Der Fa Robert Chen

Department of Marketing Faculty Scholarship and Creative Works

Customers are influenced not only by how much they trust a company and its representatives but also by how much they trust the broader context in which the market exchange is taking place. In this article, the authors test two rival sociological perspectives regarding the influence of customer trust in the broader context. One perspective proposes that trust in the context replaces trust in individual firms and their representatives. This view suggests that firm/representative trust is not always critical, especially for customers with high trust in the context. An alternative perspective is that trust in the context fosters and legitimates …

Causes And Consequences Of Grudge-Holding In Service Relationships, Matthew P. Bunker, Dwayne Ball

Department of Marketing: Faculty Publications

Purpose – The purpose of this paper is to place grudge-holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the consequences of grudge-holding in this research.

Design/methodology/approach – A 2 × 2 scenario-based experiment was performed using 320 subjects, approximately 80 people per condition. The size of the exit barrier (high/low) and the effectiveness of the service recovery (good/poor) were varied between each scenario to determine changes in grudge-holding.

Findings – Some consequences of grudge-holding are retaliation desire and communication avoidance. Although trust was tested in this research, and is …

The Power Of Power In Supplier-Retailer Relationships, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

In his interesting paper, Martin Hingley makes a few key observations about power and role accorded to it in the relationship marketing literature that has become increasingly popular over the past decade. Fundamentally, the article states that the relationship marketing view sees power as alien to effective relationships, as negating cooperation, and as the antithesis of trust. In other words, power in a relationship is ‘‘only viewed in a negative sense’’. Or, alternatively, power is viewed as not important enough to include in relationship marketing models because firms have moved from transactional exchanges to relational exchange. It is contended by …

Do Suppliers Benefit From Collaborative Relationships With Large Retailers? An Empirical Investigation Of Efficient Consumer Response Adoption, Daniel Corsten, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

Collaborative manufacturer-retailer relationships based on efficient consumer response (ECR) have become ubiquitous over the past decade. Yet academic studies of ECR adoption and its impact on marketing relationships are relatively scarce. Inspired by the relational view of competitive advantage, the authors empirically investigate whether the extent to which suppliers of a major retailer adopt ECR has a beneficial impact on their outcomes. The results demonstrate that whereas ECR adoption has a positive impact on supplier economic performance and capability development, it also generates greater perceptions of negative inequity on the part of the supplier. However, retailer capabilities and supplier trust …

인터넷 쇼핑몰에서 고객신뢰, 태도, 관계몰입과 구매의도의 구조적 관계에 관한 연구, Hyeong Yu Jang, Ki Han Jung

Asia Marketing Journal

No abstract provided.

Reactions To Perceived Inequity In U.S. And Dutch Interorganizational Relationships, Lisa K. Scheer, Nirmalya Kumar, Jan-Benedict E. M. Steenkamp

Research Collection Lee Kong Chian School Of Business

In an empirical examination of inequity in interorganizational relationships, we found similarities and differences in Dutch and U.S. automobile dealers' reactions to inequity in their relationships with their automobile suppliers. As predicted by equity theory, both positive and negative inequity have detrimental effects on the reactions of Dutch firms. In contrast, U.S. firms do not react negatively to positive inequity; only negative inequity has deleterious effects.

Examining The Impact Of Destructive Acts In Marketing Channel Relationships, Jonathan D. Hibbard, Nirmalya Kumar, Lisa W. Stern

Research Collection Lee Kong Chian School Of Business

In virtually all marketing channel relationships, one of the parties eventually will engage in an action that another channel member considers potentially destructive for the relationship. How a particular channel member reacts to such an act has implications for the long-term viability and success of the relationship. On the basis of a large data set collected from both a focal supplier and its independent dealers, the authors classify dealers' responses to a supplier's destructive acts by extending the response 'typology of exit, voice, and loyalty, which is based on Hirschman's seminal writings on responses to decline in organizations and states. …

Generalizations About Trust In Marketing Channel Relationships Using Meta-Analysis, Inge Geyskens, Jan-Benedict E. M. Steenkamp, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

This meta-analysis examines the role of trust in marketing channels. First, the analysis of painwise relationships involving trust indicates that trust, on average, exhibits a robust and strong relationship with other channel relationship constructs under a wide range of different conditions. Next, we explored systematic patterns of variation in the correlations. The results demonstrate that the use of experiments, samples drawn from multiple industries, and US data tend to produce larger effects than the use of field studies, samples drawn from a single industry, and European data respectively do. Various other methodological characteristics of studies did not have significant effects. …

The Power Of Trust In Manufacturer-Retailer Relationships, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

Manufacturers and retailers traditionally have seen each other as adversaries, but the benefits generated by trusting relationships between such old foes as Procter & Gamble Company and Wal-Mart Stores show that fear and intimidation may not be the most effective way for manufacturers and retailers to deal with each other after all. Studies of manufacturer-retailer relationships in a variety of industries reveal that exploiting power has three major drawbacks. it can come back to haunt a company if the balance of power changes; victims will ultimately seek ways to resist such exploitation; and working as partners allows retailers and manufacturers …

The Effects Of Trust And Interdependence On Relationship Commitment: A Trans-Atlantic Study, Inge Geyskens, Jan-Benedict E. M. Steenkamp, Lisa K. Scheer, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

In recent years, interorganizational relationship management has become of paramount interest in marketing channels research. Marketing managers and researchers have identified mutual commitment among exchange partners in a marketing channel as central to successful relationship marketing and as key to producing significant benefits for firms. We consider two types of commitment that may characterize interfirm relationships. Affective commitment expresses the extent to which channel members like to maintain their relationship with specific partners. Calculative commitment measures the degree to which channel members experience the need to maintain a relationship. After conceptualizing commitment, we offer a set of hypotheses concerning the …

The Effects Of Perceived Interdependence On Dealer Attitudes, Nirmalya Kumar, Lisa K. Scheer, Jan-Benedict E. M. Steenkamp

Research Collection Lee Kong Chian School Of Business

Channels research has consistently argued that asymmetric channel relationships are more dysfunctional than those characterized by symmetric interdependence, The authors propose that the degree of both interdependence asymmetry and total interdependence affect the level of interfirm conflict, trust, and commitment. Using survey data from automobile dealers, they demonstrate that, with increasing interdependence asymmetry, the dealer's trust in and commitment to the supplier decline while interfirm conflict increases, In addition, they demonstrate that relationships with greater total interdependence exhibit higher trust, stronger commitment, and lower conflict than relationships with lower interdependence. The effects on conflict are consistent with those predicted by …

Lands Available For Mineral Leasing, John R. Little, Jr.

Public Lands Mineral Leasing: Issues and Directions (Summer Conference, June 10-11)

14 pages.

Contains references.