Relationship development in a multinational utilities network

Journal of Services Marketing

Volumn 20, Issue 5, 2006, Pages 333-345

  Tyler, Katherine ^a   Stanley, Edmund ^a   Brady, Amanda ^a  

^a UNIVERSITY OF WESTMINSTER   (United Kingdom)

Author keywords

Buyer seller relationships; Customer services quality; Networking; Service industries

Indexed keywords

EID: 33748196560     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610679945     Document Type: Article

References (52)

1. Anderson, E. and Weitz, B. (1992), "The use of pledges to build and sustain commitment in distribution channels", Journal of Marketing Research, Vol. 29, February, pp. 19-34.
2. Anderson, P. (2001), "Relationship development and marketing communication: An integrative model", Journal of Business and Industrial Marketing, Vol. 16 No. 3, pp. 167-82.
3. Batonda, G. and Perry, C. (2003), "Approaches to relationship development processes in inter-firm networks", European Journal of Marketing, Vol. 37 No. 10, pp. 1457-84.
4. Brennan, D.R., Turnbull, P.W. and Wilson, D.T. (2003), "Dyadic adaptation in business-to-business markets", European Journal of Marketing, Vol. 37 Nos 11/12, pp. 1636-48.
5. Campbell, N.C.G. (1985), "An interaction approach to organisational buying behaviour", Journal of Business Research, Vol. 13, pp. 35-48.
6. Crosby, L.A. and Stephens, N. (1987), "Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry", Journal of Marketing Research, Vol. 24, November, pp. 404-11.
7. Crosby, P. (1979), Quality Is Free: The Art of Making Quality Certain, Penguin Books, New York, NY.
8. Cunningham, M.T. and Homse, E. (1986), "Controlling the marketing - purchasing interface: Resource development and organisational implications", Industrial Marketing and Purchasing, Vol. 1 No. 2, pp. 3-27.
9. Czepiel, J.A., Solomon, M.R. and Suprenant, C.F. (Eds) (1985), The Service Encounter, Lexington Books, Lexington, MA.
10. Dwyer, F.R., Dahlstrom, R. and DiNovo, T. (1995), "Buyer-seller relationships-theoretical perspectives", in Moller, K. and Wilson, D.T. (Eds), Business Marketing: An Interaction and Network Perspective, Kluwer Academic Publishers, Boston, MA.
11. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, April, pp. 11-27.
12. Ford, D. (1980), "The development of buyer-seller relationships in industrial markets", European Journal of Marketing, Vol. 14 No. 5, pp. 339-54.
13. Ford, D. (1984), "Buyer/seller relationships in international industrial markets", Industrial Marketing Management, Vol. 13 No. 2, pp. 101-13.
14. Ford, D. and Rosson, P. (1982), "The relationship between export manufacturers and their overseas distributors", in Czinkota, M. and Tesar, G. (Eds), Export Management: An International Context, Praeger, New York, NY.
15. Ford, D., McDowell, R. and Turnbull, P. (1996), "Business to business marketing: Strategic decisions about portfolios of relationships", 1996 Research Conference Proceedings, Centre for Relationship Marketing, Emory University, Atlanta, pp. 59-67.
16. Ford, D., Gadde, L.-E., Håkansson, H. and Snehota, I. (1998), Managing Business Relationships, John Wiley, Chichester.
17. Frazier, G.L. (1983), "Interorganizational exchange behaviour in marketing channels: A broadened perspective", Journal of Marketing, Vol. 47 No. 4, pp. 68-78.
18. Frazier, G.L. and Antia, K.D. (1995), "Exchange relationships and interfirm power in channels of distribution", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 321-6.
19. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58, April, pp. 1-19.
20. Glaser, B. (1978), Theoretical Sensitivity: Advances in the Methodology of Grounded Theory, Sociology Press, Mill Valley, CA.
21. Glaser, B. and Strauss, A.L. (1967), The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine De Gruyter, New York, NY.
22. Grönroos, C. (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lexington Books, Lexington, MA.
23. Gummesson, E. (1991), Qualitative Methods in Management Research, Sage, London.
24. Håkansson, H. (Ed.) (1982), International Marketing and Purchasing of Industrial Goods: An Interaction Approach by the IMP Group, Wiley, Chichester, pp. 10-27.
25. Håkansson, H. and Snehota, I. (1995), Developing Relationships in Business Networks, Routledge, London.
26. Hallen, L., Johanson, J. and Seyed-Mohammed, N. (1991), "Inter-firm adaptations in business relationships", Journal of Marketing, Vol. 55, April, pp. 29-37.
27. Halinen, A. (1997), Relationship Marketing in Professional Services: A Study of Agency-Client Dynamics in the Advertising Sector, Routledge, London.
28. Halinen, A. (1998), "Time and temporality in reseach design: A review of buyer-seller relationship models", in Naude, P. and Turnbull, P.W. (Eds), Network Dynamics in International Marketing, Elsevier Science, New York, NY.
29. Halinen, A. and Tornroos, J.-A. (1995), "The meaning of time in the study of industrial buer-seller relationships", in Moller, K. and Wilson, D. (Eds), Business Marketing: An Interaction and Network Perspective, Kluwer Academic Publishers, Boston, MA.
30. Iacobucci, D. and Zerillo, P. (1997), "The relationship life-cycle: a network-dyad-network dynamic conceptualization", Research in Marketing, Vol. 13 No. 4, pp. 47-68.
31. IMP Group Cunningham, M. and Turnbull, P. (1982), "Inter-organizational personal contact patterns", in Håkansson, H. (Ed.), International Marketing and Purchasing of Industrial goods, Wiley, Chichester.
32. Jap, S.D. and Ganesan, S. (2000), "Control mechanisms and the relationship life cycle: Implications for safeguarding specific investments and developing commitment", Journal of Marketing Research, Vol. 37 No. 2, pp. 227-45.
33. Kalafatis, S.P. and Miller, H. (1996), "A re-examination of the commitment trust theory", in Gemunden, H.G., Ritter, T. and Walter, A. (Eds), Proceedings of the 12th IMP Conference, Karlesruhe, pp. 399-418.
34. Loftus, B.S. (1997), "The impact of emerging technology on the early buyer-seller relationship", Journal of Marketing Theory and Practices, Vol. 5 No. 2, pp. 20-30.
35. Medlin, C. (2002), "Interaction: A time perspective", in Batt, P.J. (Ed.), Proceedings of the IMP Asia "Culture and Collaboration in Distribution Networks, Bali.
36. Mohr, J.J. and Nevin, J.R. (1990), "Communication strategies in marketing channels: A theoretical perspective", Journal of Marketing, Vol. 54, October, pp. 36-51.
37. Mohr, J.J., Fisher, R.J. and Nevin, J.R. (1996), "Collaborative communication in interfirm relationships: Moderating effects of integration and control", Journal of Marketing, Vol. 60, July, pp. 103-15.
38. Morgan, R.M. and Hunt, S.D. (1994), "The commitment trust theory of relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
39. Narayandes, D. and Rangan, V.K. (2004), "Building and sustaining buyer-seller relationships in mature industrial markets", Journal of Marketing, Vol. 68 No. 3, pp. 63-77.
40. Palmer, A. and Bejou, D. (1994), "Buyer-seller relationship: A conceptual model and empirical investigation", Journal of Marketing Management, Vol. 10 No. 7, pp. 495-512.
41. Rokkan, A., Heide, J. and Wathne, K.H. (2003), "Specific investments in marketing relationships: Expropriation and bonding effects", Journal of Marketing Research, Vol. 40 No. 2, pp. 210-24.
42. Soellner, A.J. (1996), "Opportunistic behavior in asymmetrical relationships", in Gemunden, H.G., Ritter, T. and Walter, A. (Eds), Proceedings of the 12th IMP Conference, Karlesruhe, pp. 419-32.
43. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1988), "A role theory perspective on dyadic interactions: The service encounter", Journal of Marketing, Vol. 49 No. 1, Winter, pp. 99-111.
44. Stanley, E. and Tyler, K. (2002), "The problem of time in financial services business markets: A conceptual approach", International Journal of Bank Marketing, Vol. 20 No. 5, pp. 227-41.
45. Tyler, K. (1996), "Exchange relationships in financial services: marketing equities to institutions", International Journal of Bank Marketing, Vol. 14 No. 2, pp. 50-63.
46. Wagner, W.B. and Frankel, R. (2000), "Quality carriers: Critical link in supply chain relationship development", International Journal of Logistics: Research and Applications, Vol. 3, pp. 245-57.
47. Walter, A. and Gemunden, H.G. (2000), "Bridging the gap between suppliers and customers through relationship promoters", Journal of Business and Industrial Marketing, Vol. 15 Nos 2/3, pp. 86-105.
48. Walter, A. and Ritter, T. (2003), "The influence of adaptations, trust and commitment on value creating functions of customer relations", Journal of Business and Industrial Marketing., Vol. 18 Nos 4/5, pp. 353-68.
49. Waller, D.S. (2004), "Developing an account-management lifecycle for advertising agency-client relationships", Marketing Intelligence and Planning, Vol. 22 No. 1, pp. 95-112.
50. Waller, D.S., Cusick, D.J., Matheson, H.D. and Miller, M.K. (2000), "Activities used by advertising agencies to attract new clients in Australia", Journal of Business and Industrial Marketing, Vol. 12 No. 2, pp. 129-40.
51. Wilson, D.T. (1995), "An integrated model of buyer seller relationships", Academy of Marketing Science, Vol. 23 No. 4, pp. 335-45.
52. Yin, R.K. (1994), Case Study Research Design and Methods, 2nd ed., Sage, London.