The interrelationship of retailer's relationship efforts and consumers' attitude and behavior

Measuring Business Excellence

Volumn 12, Issue 1, 2008, Pages 13-28

  Wang, Wen Hung ^a  

^a NATIONAL TAIWAN OCEAN UNIVERSITY   (Taiwan)

Author keywords

Attitudes; Behaviour; Consumers; Retailers; Trust

Indexed keywords

EID: 40949095279     PISSN: 13683047     EISSN: None     Source Type: Journal    
DOI: 10.1108/13683040810864350     Document Type: Article

References (60)

1. Andaleeb, S.S. (1996), "An experimental investigation of satisfaction and commitment in marketing channels: The role of trust and dependence", Journal of Retailing, Vol. 72 No. 1, pp. 77-93.
2. Anderson, E. and Weitz, B. (1989), "Determinants of continuity in conventional industrial channel dyads", Marketing Science, Vol. 8 No. 4, pp. 310-23.
3. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: A review and recommended two-step approach", Psychological Bulletin, Vol. 103 No. 3, p. 411.
4. Armstrong, G. and Kolter, P. (2000), Marketing: An Introduction, 5th ed., Prentice Hall, Englewood Cliffs, NJ.
5. Bagozzi, R.P. (1995), "Reflections on relationship marketing in consumer markets", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 272-7.
6. Bagozzi, R.P. and Yi, Y. (1988), "On the evaluation of structural equation models", Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
7. Baker, T.L., Simpson, P.M. and Siguaw, J.A. (1999), "The impact of suppliers' perceptions of reseller market orientation on key relationship constructs", Journal of the Academy of Marketing Science, Vol. 27 No. 1, pp. 50-7.
8. Beatty, S.E., Coleman, J.E., Reynolds, K.E. and Lee, J. (1996), "Consumer-sales associate retail relationships", Journal of Retailing, Vol. 72 No. 3, pp. 223-47.
9. Bennett, R. (1996), "Relationship formation and governance in consumer markets: Transactional versus the behaviourist approach", Journal of Marketing Management, Vol. 12 No. 5, pp. 417-36.
10. Berry, L.L. (1995), "Relationship marketing of services - growing interest, emerging perspectives", Journal of the Academy of Marketing Science., Vol. 23 No. 4, pp. 236-45.
11. Berry, L.L. and Gresham, L.G.B. (1986), "Relationship retailing: transforming consumers into clients", Business Horizons. Greenwich, Vol. 29 No. 6, pp. 43-8.
12. Berry, L.L. and Parasuraman, A. (1991), Marketing Services - Competing through Quality, The Free Press, New York, NY.
13. Bollen, K.A. (1989), Structural Equations with Latent Variables, John Wiley and Son, New York, NY.
14. Bolton, R.N. (1998), "A dynamic model of the duration of the consumer's relationship with a continuous service provider: The role of satisfaction", Marketing Science, Vol. 17 No. 1, pp. 45-65.
15. Chaudhuri, A. and Holbrook, M.B. (2001), "The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty", Journal of Marketing, Vol. 65 No. 2, pp. 83-93.
16. Christy, R., Oliver, G. and Penn, J. (1996), "Relationship marketing in consumer markets", Journal of Marketing Management, Vol. 12 Nos 1-3, pp. 175-87.
17. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: An interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
18. Dick, A.S. and Basu, K. (1994), "Consumer loyalty: Toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
19. Doney, P.M. and Cannon, J.P. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61 No. 2, pp. 35-51.
20. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51 No. 2, pp. 11-27.
21. Fontenot, R. and Wilson, E.J. (1997), "Relational exchange: A review of selected models for a prediction matrix of relationship activities", Journal of Business Research, Vol. 39 No. 1, pp. 5-12.
22. Frenzen, J.K. and Davis, H.L. (1990), "Purchasing behavior in embedded markets", Journal of Consumer Research, Vol. 17 No. 1, pp. 1-12.
23. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58 No. 2, pp. 1-19.
24. Ghosh, B.C. and Ling, M.T. (1994), "Total quality management in services: The case of Singapore's advertising industry", The TQM Magazine, Vol. 6 No. 4, pp. 34-41.
25. Gundlach, G.T. and Murphy, P.E. (1993), "Ethical and legal foundations of relational marketing exchanges", Journal of Marketing, Vol. 57 No. 4, pp. 35-46.
26. Gundlach, G.T., Achrol, R.S. and Mentzer, J.T. (1995), "The structure of commitment in exchange", Journal of Marketing, Vol. 59 No. 1, pp. 78-92.
27. Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), "Relational benefits in services industries: The consumer's perspective", Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-14.
28. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, Upper Saddle River, NJ.
29. Hennig-Thurau, T. and Klee, A. (1997), "The impact of consumer satisfaction and relationship quality and consumer retention: A critical reassessment and model development", Psychology and Marketing, Vol. 14 No. 8, pp. 737-64.
30. Heskett, J.L., Jones, T.O., Loveman, G.W., EarlSasser, W. Jr. and Schlesinge, L.A. (1994), "Putting the service profit chain to work", Harvard Business Review, Vol. 72 No. 2, pp. 164-74.
31. Hildebrandt, L. (1987), "Consumer retail satisfaction in rural areas: A reanalysis of survey data", Journal of Economic Psychology, Vol. 8 No. 1, pp. 19-42.
32. Hoyle, R.H. and Panter, A.T. (1995), "Writing about structural equation modeling", in Hoyle, R.H. (Ed.), Structural Equation Modeling, Sage Publications, Thousand Oaks. CA, pp. 158-76.
33. Hu, L.-T. and Bentler, P.M. (1995), "Evaluating model fit", in Hoyle, R.H. (Ed.), Structural Equation Modeling, Sage Publications, Thousand Oaks. CA, pp. 76-99.
34. Hu, L.-T. and Bentler, P.M. (1999), "Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives", Structural Equation Modeling, Vol. 6 No. 1, pp. 1-55.
35. Joreskog, K. and Sorborn, D. (1989), LISREL 7: User's Reference Guide, Scientific Software, Mooresville, IN.
36. Joreskog, K. and Sorborn, D. (1993), LISREL 8: Manual, Scientific Software, Mooresville, IN.
37. Juttner, U. and Wehrli, H.P. (1994), "Relationship marketing from a value system perspective", International Journal of Service Industry Management, Vol. 5 No. 5, pp. 54-73.
38. Kang, Y.-S. and Ridgway, N.M. (1996), "The importance of consumer market interactions as a form of social support for elderly consumers", Journal of Public Policy and Marketing, Vol. 15 No. 1, pp. 108-17.
39. Li, T. and Calantone, R.J. (1998), "The impact of market knowledge competence on new product advantage: Conceptualization and empirical examination", Journal of Marketing, Vol. 62 No. 4, pp. 13-29.
40. McCall, G.J. (1970), "The social organization of relationships", in McCall, G.J. (Ed.), Social Relationships, Aldine Publishing Company, Chicago, IL, pp. 3-34.
41. Moorman, C., Desphande, R. and Zaltman, G. (1993), "Factors affecting trust in market research relationships", Journal of Marketing, Vol. 57 No. 1, pp. 81-101.
42. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
43. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
44. O'Brien, L. and Jones, C. (1995), "Do rewards really create loyalty?", Harvard Business Review, Vol. 73 No. 3, pp. 75-82.
45. Odekerken-Schroder, G., De Wulf, K. and Schumacher, P. (2003), "Strengthening outcomes of retailer-consumer relationships - the dual impact of relationship marketing tactics and consumer personality", Journal of Business Research, Vol. 56 No. 3, pp. 177-90.
46. Parasuraman, A. (1997), "Reflections on gaining competitive advantage through consumer value", Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 154-61.
47. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research", Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
48. Pritchard, M.P., Havitz, M.E. and Howard, D.R. (1999), "Analyzing the commitment-loyalty link in service contexts", Journal of the Academy of Marketing Science, Vol. 27 No. 3, pp. 333-48.
49. Scheer, L. and Stern, L. (1992), "The effect of influence type and performance outcomes on attitude toward the influencer", Journal of Marketing Research, Vol. 29 No. 1, pp. 128-42.
50. Sirohi, N., McLaughlin, E.W. and Wittink, D.R. (1998), "A model of consumer perceptions and store loyalty intentions for a supermarket retailer", Journal of Retailing, Vol. 74 No. 2, pp. 223-45.
51. Smith, J.B. (1998), "Buyer-seller relationships: Similarity, relationship management, and quality", Psychology and Marketing, Vol. 15 No. 1, pp. 3-21.
52. Steenkamp, J.-B.E.M. and van Trijp, H.C.M. (1991), "The use of LISREL in validating marketing constructs", International Journal of Research in Marketing, Vol. 8 No. 4, pp. 283-99.
53. Storbacka, K., Strandvik, T. and Gronroos, C. (1994), "Managing consumer relationships for profit: The dynamics of relationship quality", International Journal of Service Industry Management, Vol. 5 No. 5, pp. 21-38.
54. Turner, R.H. (1970), Family Interaction, John Wiley, New York, NY.
55. Weitz, B.A. and Bradford, K.D. (1999), "Personal selling and sales management: A relationship marketing perspective", Journal of the Academy of Marketing Science, Vol. 27 No. 2, pp. 241-54.
56. Williams, J.D., Han, S.L. and Qualls, W.J. (1998), "A conceptual model and study of cross-cultural business relationships", Journal of Business Research, Vol. 42 No. 2, pp. 135-43.
57. Wilson, D.T. (1995), "An integrated model of buyer-seller relationships", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 335-45.
58. Wray, B., Palmer, A. and Bejou, D. (1994), "Using neural network analysis to evaluate buyer-seller relationships", European Journal of Marketing, Vol. 28 No. 10, pp. 32-48.
59. Wulf, K.D. and Odekerken-Schroder, G. (2003), "Accessing the impact of a retailer's relationship efforts on consumers' attitude and behavior", Journal of Retailing and Consumer Services, Vol. 10 No. 2, pp. 95-108.
60. Wulf, K.D., Odekerken-schroder, G. and Iacobucci, D. (2001), "Investments in consumer relationships: A cross-country and cross-industry exploration", Journal of Marketing, Vol. 65 No. 4, pp. 33-50.