Relationship formation and governance in consumer markets: Transactional analysis versus the behaviourist approach

Journal of Marketing Management

Volumn 12, Issue 5, 1996, Pages 417-436

  Bennett, Roger ^a  

^a LONDON METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0001688392     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.1996.9964425     Document Type: Article

References (99)

1. Allport, G.W., 1961. Pattern and Growth in Personality, New York:Holt Rinehart and Winston.
2. Andersen, J.C., and Narus, A., 1990. “A Model of Distributor Firm and Manufacturing Firm Working Partnerships”. Journal of Marketing, 54 January:42–58.
3. Baron, R.A., 1986. “Attributions and Organisational Conflict”. Organisational Behaviour and Human Decision Processes, 41:111–127.
4. Beaman, A.L., Cole, M., Preston, M., Klentz, B., and Steblay, N.M., 1983. “Fifteen Years of the Foot-in-the-Door Research:A Meta Analysis”. Personality and Social Psychology Bulletin, 9:181–186.
5. Becker, H.S., 1982. “Culture:A Sociological View”. Yale Review, Summer:513–527. 1982
6. Beltramini, R.F., and Pitta, D.A., 1991. “Underlying Dimensions and Communications Strategies of the Advertising Agency-Client Relationship”. International Journal of Advertising, 10:151–159.
7. Berne, E., 1964. Games People Play, London:Penguin.
8. Berry, L.L., and Parasuraman, A., 1991. Marketing Services:Competing Through Quality, New York:The Free Press.
9. Berscheid, E., Snyder, M., and Omoto, A.M., 1989. “Issues in Studying Close Relationships”. In Close Relationships, Edited by:Hendrick, C., 63–91. London:Sage.
10. Bleda, P.R., 1976. “Conditioning and Discrimination of Affect and Attraction”. Journal of Personality and Social Psychology, 34:1106–1113.
11. Bornstein, R.F., Leone, D.R., and Galley, D.J., 1987. “Influence of Stimuli Perceived Without Awareness on Social Behaviour”. Journal of Personality and Social Psychology, 53:1070–1079.
12. Brehm, S.S., 1992. Intimate Relationships, 2nd Edition, New York:McGraw-Hill.
13. Brindberg, D., and McGrath, J.E., 1985. Validity and the Research Process, London:Sage.
14. Byrne, D., Clore, G.L., and Smeaton, G., 1986. “The Attraction Hypothesis:Do Similar Attitudes Affect Anything?”. Journal of Personality and Social Psychology, 51:1167–1170.
15. Campbell, J.D., and Fairey, P.J., 1989. “Informational and Normative Routes to Conformity”. Journal of Personality and Social Psychology, 57:457–468.
16. Campbell, J.D., Tesser, A., and Fairey, P.J., 1986. “Conformity and Attention to the Stimulus:Some Temporal and Contextual Dynamics”. Journal of Personality and Social Psychology, 51:315–324.
17. Carlson, N., 1993. Psychology, Boston:Allyn and Bacon.
18. Christopher, M., Payne, A., and Ballantyne, D., 1991. Relationship Marketing:Bringing Quality, Customer Service and Marketing Together, London:Butterworth.
19. Clark, M.S., Mills, J.R., and Corcoran, D.M., 1989. “Keeping Track of Needs and Inputs of Friends and Strangers”. Personality and Social Psychology Bulletin, 15:533–542.
20. Coleman, L.M., Jussin, I., and Abraham, J., 1987. “The Unique Impact of Negative Feedback”. Journal of Applied Social Psychology, 17:1051–1070.
21. Colonius, H., Innovative Marketing:A European Perspective. Proceedings of the 17th Annual Conference of the European Marketing Academy. “A Buying Process Model”, Edited by:Blois, K., and Parkinson, S.
22. Condon, J.W., and Crano, W.D., 1988. “Inferred Evaluation and the Relation Between Attitude Similarity and Interpersonal Attraction”. Journal of Personality and Social Psychology, 54:789–797.
23. Copulsky, R., and Wolf, M.J., 1990. “Relationship Marketing:Positioning for the Future”. Journal of Business Strategy, 11 July/August:16–20.
24. Cram, T., 1994. The Power of Relationship Marketing:Keeping Customers for Life, London:Pitman.
25. Crosby, L.A., Evans, K.R., and Cowles, D., 1990. “Relationship Quality in Services Selling”. Journal of Marketing, 54:68–81.
26. Deutsch, M., 1980. “The Effect of Motivational Orientation on Trust and Suspicion”. Human Relations, 13:123–139.
27. Dwyer, R.F., Schurr, P.H., and Oh, S., 1987. “Developing Buyer/Seller Relationships”. Journal of Marketing, 51 April:11–27.
28. Eisenberg, N., Cialdini, R.B., McCreath, H., and Shell, R., 1987. “Consistency Based Compliance”. Journal of Personality and Social Psychology, 52:1174–1181.
29. Foa, J.G., and Foa, E.B., 1974. Societal Structures of the Mind, San Francisco:Charles C. Thomas.
30. Folkes, V.S., and Sears, D.O., 1977. “Does Everybody Like a Liker?”. Journal of Experimental Social Psychology, 13:505–519.
31. Ford, D., ed. 1990. Understanding Business Markets, New York:Academic Press.
32. Friedman, H.S., Riggio, R.E., and Casella, D.F., 1988. “Nonverbal Skill, Personal Charisma and Initial Attraction”. Personality and Social Psychology Bulletin, 14:203–211.
33. Giere, R.N., 1979. Understanding Scientific Reasoning, New York:Holt, Reinhart and Winston.
34. Godfrey, D.K., Jones, E.E., and Lord, C.G., 1986. “Self Promotion is Not Ingratiating”. Journal of Personality and Social Psychology, 50:106–115.
35. Goethals, G.R., 1986. “Fabricating and Ignoring Social Reality:Self Serving Estimates of Consensus”. In Relative Deprivation and Social Comparison, Edited by:Olson, J., Herman, C.P., Zanna, M.P., and Erlbaum. London:Routledge and Kegan Paul.
36. Goldstein, M., and Goldstein, F., 1978. How We Know, New York:Plenum Press.
37. Gordon, G.G., 1991. “Industry Determinants of Organisational Culture”. Academy of Management Review, April:396–415. 1991
38. Gouillart, F.J., and Sturdivant, F., 1994. “Spend a Day in the Life of Your Customers”. Harvard Business Review, 72 January/February:42–50. 1994
39. Gregory, K.L., 1983. “Multiple Cultures and Culture Conflicts in Organisations”. Administrative Science Quarterly, September:359–376. 1983
40. Grönroos, C., 1990. Service Management and Marketing:Managing Moments of Truth in Service Competition, Lexington:Lexington Books.
41. Grönroos, C., 1994. “Toward a Relationship Marketing Paradigm”. Journal of Marketing Management, 10:347–360.
42. Gummerson, E., 1994a. "Service Management:An Evaluation and the Future”. International Journal of Service Industry Management, 5:77–96.
43. Gummerson, E., 1994b. “Making Relationship Marketing Operational”. International Journal of Service Industry Management, 5:5–20.
44. Hakensson, H., 1982. International Marketing and Purchasing of Industrial Goods, Wiley.
45. Han, S.L., Wilson, D.T., and Dant, S.P., 1993. “Buyer-Supplier Relationships Today”. Industrial Marketing Management, 22:331–338.
46. Harris, T., 1973. I'm OK You're OK, London:Pan.
47. Hays, R.B., 1984. “The Development and Maintenance of Friendship”. Journal of Social and Personal Relationships, 1:75–98.
48. Hill, C.A., 1987. “Affiliation Motivation:People Who Need People but in Different Ways”. Journal of Personality and Social Psychology, 5:1008–1018.
49. Homans, G.C., 1950. The Human Group, New York:Harcourt Brace.
50. Hummert, M.I., Crockett, W.H., and Kemper, S., 1990. “Processing Mechanisms Underlying Use of the Balanced Schema”. Journal of Personality and Social Psychology, 58:5–21.
51. Jepsen, B., Pitt, L., and Berthon, P., “The Effects of Time on Transaction Costs and Relational Governance in Buyer-Supplier Channels”. Making Marketing Work:Proceedings of the 1995 MEG Conference. pp. 403–413. University of Bradford/CIM.
52. Kent, R.A., 1986. “Faith in the Four Ps:An Alternative”. Journal of Marketing Management, 2:145–154.
53. Kotler, P., 1992. “It's Time for Total Marketing”. Business Week Advance Executive Brief, 2:2–7.
54. Lea, M., 1989. “Factors Underlying Friendship”. Journal of Social and Personal Relationships, 6:275–292.
55. Leary, M.R., Rogers, P.A., Canfield, R.W., and Coe, C., 1987. “Boredom in Interpersonal Encounters:Antecedents and Social Implications”. Journal of Personality and Social Psychology, 51:968–975.
56. Liden, R.C., and Mitchell, T.R., 1988. “Ingratiating Behaviours in Organisational Settings”. Academy of Management Review, 13:572–587.
57. Luthans, F., 1992. Organisational Behaviour, New York:McGraw-Hill.
58. Lydon, J.E., Jamieson, D.W., and Zanna, M.P., 1988. Social Cognition. 6:269–286.
59. McKenna, R., 1991. Relationship Marketing, New York:Addison-Wesley.
60. May, J.L., and Hamilton, P.A., 1980. “Effects of Musically Evoked Affect on Interpersonal Attraction”. Motivation and Emotion, 4:217–228.
61. Meyersen, D., and Martin, J., 1987. “Cultural Change:An Integration of Three Different Views”. Journal of Management Studies, November:623–647. 1987
62. Miner, J.B., 1980. Theories in Organisational Behaviour, London:Dryden Press.
63. Moorman, C., Deshpande, R., and Zaltman, G., 1982. “Factors Affecting Trust in Market Research Relationships”. Journal of Marketing, 57 January:81–101.
64. Moreland, R.L., and Beach, S.R., 1992. “Exposure Effects and the Development of Affinity”. Journal of Experimental Social Psychology, 28:255–276.
65. Morgan, R.M., and Hunt, S.D., 1994. “The Commitment-Trust Theory of Relationship Marketing”. Journal of Marketing, 58 July:20–38.
66. Morrison, J.H., and O'Hearne, J.J., 1978. Practical Transactional Analysis in Management, New York:Addison-Wesley.
67. Newcomb, T.M., 1956. “The Prediction of Interpersonal Attraction”. American Psychologist, 11:575–586.
68. Newcomb, T.M., 1961. The Acquaintance Process, New York:Holt, Rinehart and Winston.
69. Palmer, A., Hartley, B., and Starkey, M., “Relationship Marketing:From Academic Discipline to Practical Application”. Making Marketing Work:Proceedings of the 1995 MEG Conference. pp. 578–584. University of Bradford/CIM.
70. Park, B., and Fink, C., 1989. “A Social Relations Analysis of Agreement in Liking Judgements”. Journal of Personality and Social Psychology, 56:506–518.
71. Parvatiyar, A., Seth, J.N., and Whittington, F.B., 1992. “Paradigm Shift in Interfirm Marketing Relationships”. Emery University. Working Paper
72. Payne, A., ed. 1995. Advances in Relationship Marketing, London:Kogan Page.
73. Peters, L.D., and Fletcher, K.P., “The Role of Trust in Facilitating Information Exchange”. Making Marketing Work:Proceedings of the 1995 MEG Conference. pp. 606–615. University of Bradford/CIM.
74. Peters, T.J., and Waterman, R.H., 1982. In search of Excellence, New York:Harper and Row.
75. Petrison, L.A., and Wang, P., 1993. “From Relationships to Relationship Marketing:Applying Database Technology to PR”. Public Relations Review, 19:235–245.
76. Piercy, N., 1985. Marketing Organisation:An Analysis of Information Processing, Power and. Politics, London:Allen and Unwin.
77. Rasmussen, K.G., 1984. “Nonverbal Behaviour, Verbal Behaviour and Selection Outcomes”. Journal of Applied Psychology, 69:551–556.
78. Regan, D.T., 1971. “Effects of a Favor and Liking on Compliance”. Journal of Experimental Social Psychology, 7:627–639.
79. Reichheld, F.E., and Sasser, W.E., 1990. “Quality Comes to Service”. Harvard Business Review, 68 September/October:105–111.
80. Rittle, R.J., 1981. “Changes in Helping Behaviour:Self Versus Situation Perception as Mediators of the Foot-in-the-Door Effect”. Personality and Social Psychology Bulletin, 7:431–437.
81. Rogers, C.R., 1963. Client-centred Therapy, London:Constable.
82. Rogers, C.R., 1970. On Becoming a Person, New York:Houghton Mifflin.
83. Rosenbaum, M.E., 1986. “On the Nondevelopment of Relationships”. Journal of Personality and Social Psychology, 51:1156–1166.
84. Rubin, Z., 1973. Liking:An Invitation to Social Psychology, Holt:Rinehart and Winston.
85. Schein, E.H., 1990. “Organisational Culture”. American Psychologist, February:109–119. 1990
86. Schlenker, B.R., 1980. Impression Management:The Self Concept, Social Identity and Interpersonal Relations, New York:Brooks/Cole.
87. Schneider, B., 1991. Organisational Climate and Culture, Boston:Jossey-Bass.
88. Scott, J., 1991. Social Network Analysis, New York:Sage.
89. Sheth, J.N., 1976. “Buyer-Seller Interaction:A Conceptual Framework”. Consumer Research, 3:382–386.
90. Skinner, B.F., 1953. Science and Human Behaviour, New York:The Free Press.
91. Spinelli, E., 1989. The Interpreted World, New York:Sage.
92. Swann, W.B., Griffin, J.J., Predmore, S.C., and Gaines, B., 1987. “Cognitive-Affective Crossfire:When Self-Consistency Meets Self-Enhancement”. Journal of Personality and Social Psychology, 52:881–889.
93. Taylor, S.E., Peplau, L.A., and Sears, D.O., 1994. Social Psychology, 8th Edition, Englewood Cliffs, NJ:Prentice Hall.
94. Tedeschi, J.T., and Melburg, V., 1984. “Impression Management and Influence in Organisations”. In Research in the Sociology of Organisations, Edited by:Bacharach, S.B., and Lawter, E.J., Volume 3, 31–58. New York:JAI Press.
95. Thibaut, J.W., and Kelley, H.H., 1959. The Social Psychology of Groups, Wiley.
96. Tjosvold, D., 1993. Teamwork for Customers:Building Organisations That Take Pride in Serving, New York:Jossey-Bass.
97. Tjosvold, D., and Wong, C., 1994. “Working With Customers:Cooperation and Competition in Relational Marketing”. Journal of Marketing Management, 10:297–310.
98. Wiesenthal, D.L., Endler, N.S., Coward, T.R., and Edwards, J., 1976. “Reversibility of Relative Competence as a Determinant of Conformity Across Different Perceptual Tasks”. Representative Research in Social Psychology, 7:425–438.
99. Williams, K.C., and Spiro, R.L., 1985. “Communication Style in the Salesperson/Customer Dyad”. Journal of Marketing Research, 22:434–424.