Trustworthiness of Salespeople in the Business-to-Business Market: The Five C's

Journal of Business-to-Business Marketing

Volumn 10, Issue 3, 2003, Pages 1-33

  Lau, Geok Theng ^a   Chin, Hsueh Wei ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

Industrial market; Relationship; Salespeople; Trustworthiness

Indexed keywords

EID: 10844292021     PISSN: 1051712X     EISSN: 15470628     Source Type: Journal    
DOI: 10.1300/J033v10n03_01     Document Type: Article

References (62)

1. Anderson, Erin and Richard L. Oliver (1987), –Perspective on Behavior-Based Versus Outcome-Based Salesforce Control Systems,— Journal of Marketing, 51 (October), 76-88.
2. Bachrach, Bill (1995), –Establishing Trust: The Guiding Principles of Long-Lasting Client Relationships,— Managers, (December), 20-21.
3. Berry, Leonard L. (1995), –Relationship Marketing of Services-Growing Interest, Emerging Perspectives.— Journal of the Academy of Marketing Science, 23 (4), 236-245.
4. Bradach, J. L. and R. G. Eccles (1989), –Price. Authority and Trust: From Ideals Types to Plural Forms.— Annual Review of Sociology, 15, 97-118.
5. Brewer, Geoffrey (1994), –What Makes Great Salespeople,— Sales and Marketing Management. 146 (May), 82-92.
6. Butler, J. K. and S. R. Cantrell (1984), –A Behavior Decision Theory Approach to Modeling Dyadic Trust in Superiors and Subordinates.— Psychological Reports, 55, 19-28.
7. Chevalier, Roger D. (1993), 'The Salesperson as Consultant," The American Salesman, 38 (November), 22-25.
8. Crosby, Lawrence A., Kenneth R. Evans and Deborah Cowles (1990), –Relationship Quality in Services Selling: An Interpersonal Influence Perspective,— Journal of Marketing, 54 (July). 68-81.
9. Crowne, Douglas P and David Marlowe (1964), The Approval Motive. New York: John Wiley & Sons, Inc.
10. Dalrymple, Douglas J. and William L. Cron (1995), Sales Management: Concepts and Cases. New York: John Wiley & Sons, Inc.
11. Day, George S and Robin Wensley (1983), –Marketing Theory With a Strategic Orientation,— Journal of Marketing. 47 (Fall), 79-89.
12. Deshpande, Rohit and Federick E. Webster, (1989). –Organizational Culture and Marketing: Defining the Research Agenda.— Journal of Marketing, 53 (January), 3-15.
13. Deshpande, Rohit, John U. Farley, and Federick E. Webster (1992). –Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis,— Working Paper #92-100. Cambridge, MA: Marketing Science Institute.
14. Deutsch. Morton (1960), –The Effect of Motivational Orientation on Trust and Suspicion,— Human Relations, 13, 123-139.
15. Dwyer, F. Robert, Paul H., Schurrand Sejo Oh (1987), –Developing Buyer-Seller Relationships,— Journal of Marketing, 51 (April) 11-27.
16. Ferell, O. C., L. G. Gresham and J. Fraedrich (1989), –A Synthesis of Ethical Decision Models for Marketing,— Journal of MacroMarketing, Fall. 55-64.
17. Ford. David (1980). 'The Development of Buyer-Seller Relationships in Industrial Markets," European Journal of Marketing, 14. 339-353.
18. Forsyth, Donelson R. (1980), –A Taxonomy of Ethical Ideologies,— Journal of Personality and Social Psychology. 39 (January). 175-184.
19. Forsyth, Donelson R., Judith L. Nye and Karl Kelly (1988). –Idealism. Relativism and the Ethics of Caring.— Journal of Psychology, 49 (January), 243-272.
20. Gambetta, D. (1985). Trust: Making and Breaking Cooperative Relations. New York: Blackwell Publication.
21. Ganesan. Shankar (1994), –Determinants of Long-Term Orientation in Buyer-Seller Relationships,— Journal of Marketing, 58 (April) 1-19.
22. Gert, Bernard (1988), Morality: A New Justification of The Moral Rules. London: Oxford University Press.
23. Golembiewski, Robert T. and Mark McConkie (1975), 'The Centrality of Interpersonal Trust in Group Processes." Theories of Group Processes. London: John Wiley & Sons.
24. Gronroos. Christian (1990), Service Management and Marketing: Managing the Moments of Truth In Service Competition. New York: Lexington Books.
25. Gronroos. Christian (1994), –From The Marketing Mix to Relationship Marketing: A Paradigm Shift in Marketing.— Management Decision, 32 (2), 4-20.
26. Gundlach, Gregory T. and Patrick E. Murphy (1993), –Ethical and Legal Foundations of Relational Marketing Exchanges,— Journal of Marketing, 57 (October), 35-46.
27. Hawes, Jon M., Kenneth E. Mast and John E. Swans (1989). “Trust Earning Perceptions of Sellers and Buyers,” Journal of Personal Selling and Sales Management, 9 (Spring). 1-8.
28. Hofstede, Gert (1980). Culture 's Consequence: International Differences in Work-Re-lated Values, Beverly Hills: Sage Publications.
29. Hofstede, Gert (1983), –Dimensions of National Cultures in Fifty Countries and Three Regions,— In Explorations in Cross Cultural Psychology, J. Deregowski, S. Dziurawiec and R. Annis, eds., Lisse: Swets and Zeitlinger.
30. Hunt, Shelby D., Lawrence B. Chonko and Van R. Wood (1985), –Organizational Commitment and Marketing.— Journal of Marketing. 49 (Winter). 112-126.
31. Jackson, Barbara B. (1985), Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships. Lexington. MA: Lexington Books.
32. Jackson, Donald W. and Stephen S. Tax (1995), –Managing The Industrial Salesforce Culture,— Journal of Business and Industrial Marketing. 10 (2), 34-47.
33. Jaworski, Bernard J. (1988). –Toward a Theory of Marketing Control: Environment Context, Control Types, and Consequences.— Journal of Marketing, 52 (July), 23-39.
34. Johnson-George, Cynthia and Walter C. Swap (1982), –Measurement of Specific Interpersonal Trust: Construction and Validation of a Scale to Assess In a Specific Other,— Journal of Personality and Social Psychology, 43 (July-September), 1306-1317.
35. Larzelere, Robert E. and Ted L. Huston (1980), –The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships,— Journal of Marriage and the Family, (August), 595-604.
36. Lindskold, Svenn (1978). –Trust Development, the GRIT Proposal and the Effects of Conciliatory Acts on Conflict and Cooperation,— Psychological Bulletin, 85, 772-793.
37. Louis, Meryl Reis (1985), –Organizations As Culture-Bearing Milieux.— Organizational Symbolism, 39-54.
38. Moorman, Christine, Gerald Zaltman and Rohit Deshpande (1992), –Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations,— Journal of Marketing Research, 29 (August), 314-328.
39. Moorman, Christine, Rohit Deshpande and Gerald Zaltman (1993), –Factors Affecting Trust In Market Research Relationships,— Journal of Marketing, 57 (January), 81-101.
40. Morgan, Robert M. and Shelby D. Hunt (1994), 'The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.
41. Nunally, Jum C. (1978), Psychometric Theory 2nd Edition. New York: McGraw Hill.
42. Ouchi, William G. (1980), –Markets, Bureaucracies and Clans,— Administrative Science Quarterly, 25, (March), 129-141.
43. Pathmarajah, Allen (1993), –Creativity In Relationship Marketing.— The Singapore Marketer. 1 (November). 14-17.
44. Peterson, Richard B. and Justin Y. Shimada (1978), –Source of Management Problems in Japanese-American Joint Ventures,— Academy of Management Review, 3 (October), 796-804.
45. Reichheld, Frederick F. (1993), –Loyalty-Based Management.— Har\'ard Business Review, 71 (March-April), 64-73.
46. Rempel, John K., John G Holmes and Mark P. Zanna (1985), 'Trust in Close Relationships," Journal of Personality and Social Psychology. 49 (1), 95-112.
47. Rempel, John K. and John G. Holmes (1986), –How Do I Trust Thee?— Psychology Today. 20 (February), 28-34.
48. Rotter, Julian B. (1966). –Generalized Expectancies for Internal Versus External Control of Reinforcement,— Journal of Psychology. 80 (1), 1-12.
49. Rotter, Julian B. (1980). –Interpersonal Trust. Trustworthiness, and Gullibility,— American Psychologist. 35 (January), 1-7.
50. Saxe, Robert and Barton A. Weitz (1982), 'The SOCO Scale: A Measure of the Customer Orientation of Salespeople," Journal of Marketing Research. 19 (August), 343-351.
51. Schein, Edgar H. (1990), –Organizational Culture,— American Psychologist. 45 (February). 109-119.
52. Schurr, Paul H. and Julie L. Ozanne (1985), –Influences on Exchange Processes: Buyers' Perceptions of a Seller's Trustworthiness and Bargaining Toughness,— Journal of Consumer Research. 11 (March), 939-953.
53. Sheth, Jagdish N. and Atul Parvatiyar (1995). –Relationship Marketing in Consumer Markets: Antecedents and Consequences.— Journal of the Academy of Marketing Science, 23 (4), 255-271.
54. Sullivan, Jeremiah and Richard B. Peterson (1982), –Factors Associated With Trust in Japanese-American Joint Ventures.— International Management Review 22 (2), 30-40.
55. Strutton, David, Lou E. Pelton and James R. Lumpkin (1993), –The Relationship Between Psychological Climate and Salesperson-Sales Manager Trust in Sales Organization,— Journal of Personal Selling and Sales Management, 13 (4), 1-14.
56. Swan, John E. and Fredrick Trawick. (1987), –Building Customer Trust in the Industrial Salesperson.— Advances in Business Marketing, 2, 81-113.
57. Swan, John E., Fred I. Trawick, David R. Rink, and Jenny J. Roberts (1988), –Measuring Dimensions of Purchaser Trust of Industrial Salespeople,— Journal of Personal Selling and Sales Management. 8 (May), 1-9.
58. Tansey, Richard, Gene Brown, Micheál R. Hyman, and Lyndon E. Dwason, (1994), –Personal Moral Philosophies and the Moral Judgments of Salespeople.— Journal of Personal Selling and Sales Management. 14 (Winter), 60-75.
59. Thomas, Kenneth W. (1976), –Conflict and Conflict Management,— in Handbook of Industrial and Organizational Psychology, Marvin D. Dunnette, ed., Chicago: Rand McNally, 889-935.
60. Wilson, David T. (1995), –An Integrated Model of Buyer-Seller Relationships,— Journal of the Academy of Marketing Science, 23 (4), 335-345.
61. Wotruba, Thomas R. (1990). –A Comprehensive Framework for the Analysis of Ethical Behavior. With a Focus on Sales Organizations.— Journal of Personal Selling and Sales Management, 10 (Spring), 29-42.
62. Yearley, Lee H. (1990), Mencius and Aquinas, Theories of Virtue and Conceptions of Courage. Albany: State of University of New York Press.