The strategic role of relational capabilities in the business-to-business service profit chain

Industrial Marketing Management

Volumn 38, Issue 8, 2009, Pages 914-924

  Theoharakis, Vasilis ^a,c   Sajtos, Laszlo ^b   Hooley, Graham ^c  

^a The American College of Greece   (Greece)

^b UNIVERSITY OF AUCKLAND BUSINESS SCHOOL   (New Zealand)

^c ASTON UNIVERSITY   (United Kingdom)

Author keywords

Innovativeness; Relational capabilities; Service performance; Strategic partners

Indexed keywords

EID: 70449525549     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2009.04.006     Document Type: Article

References (123)

1. Achrol R.S., and Kotler P. Marketing in the network economy. Journal of Marketing 63 4 (1999) 146-163
2. Allen N.J., and Grisaffe D.B. Employee commitment to the organization and customer reactions: Mapping the linkages. Human Resource Management Review 11 3 (2001) 209-236
3. Ambler T., Kokkinaki F., Puntoni S., and Riley D. Assessing marketing performance: The current state of metrics (2001), London Business School, London
4. Amit R., and Schoemaker P.J.H. Strategic assets and organizational rent. Strategic Management Journal 14 1 (1993) 33-46
5. Anderson J., and Gerbing D. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 3 (1988) 411-423
6. Anderson E.W., and Mittal V. Strengthening the satisfaction profit chain. Journal of Service Research 3 2 (2000) 107-120
7. Anderson J.C., and Narus J.A. A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing 54 1 (1990) 42-58
8. Anderson E.W., and Sullivan M.W. The antecedents and consequences of customer satisfaction for firms. Marketing Science 12 2 (1993) 125-143
9. Anderson J., Gerbing D., and Hunter J. On the assessment of unidimensional measurement: Internal and external consistency, and overall consistency criteria - Some further remarks on measurement-structure-interaction and the uni-dimensionality of constructs. Journal of Marketing Research 24 4 (1987) 432-437
10. Antony J., Antony F.J., Kumar M., and Cho B.R. Six sigma in service organisations - Benefits, challenges and difficulties, common myths, empirical observations and success factors. International Journal of Quality & Reliability Management 24 3 (2007) 294-311
11. Armstrong J.S., and Overton T. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 14 3 (1977) 396-402
12. Asanuma B. Manufacturer-supplier relationships in Japan and the concept of relation-specific skill. Journal of the Japanese and International Economies 3 (1989) 1-30
13. Athanassopoulos A. An optimization framework for the triad: Capabilities, service quality and performance. In: Harker P.T., and Stavros A. Z. (Eds). Performance of financial institutions (1999), Cambridge University Press, Cambridge, England
14. Athanassopoulos A., and Iliakopoulos A. Modeling customer satisfaction in telecommunications: Assessing the effects of multiple transaction points on the perceived overall performance of the provider. Production and Operations Management 12 2 (2003) 224-245
15. Bagozzi R.P., and Yi Y. Multitrait-multimethod matrices in consumer research. Journal of Consumer Research 17 4 (1991) 426-439
16. Barney J.B. Firm resources and sustained competitive advantage. Journal of Management 17 1 (1991) 99-120
17. Barney J.B., and Wright P.M. On becoming a strategic partner: The role of human resources in gaining competitive advantage. Human Resource Management 37 1 (1998) 31-46
18. Baron R.M., and Kenny D.A. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51 6 (1986) 1173-1182
19. Bentler P.M. EQS structural equations program manual (1989), BMDP Statistical Software, Los Angeles, CA
20. Berry L.L., and Parasuraman A. Marketing services: Competing through quality (1991), The Free Press, New York
21. Berry L.L., Seiders K., and Grewal D. Understanding service convenience. Journal of Marketing 66 3 (2002) 1-17
22. Bharadway S.P., Varadarajan P., and Fahy J. Sustainable competitive advantage in service industries: A conceptual model and research propositions. Journal of Marketing 57 4 (1993) 83-99
23. Blom, R., Melin, R., & Pyöriä, P. (2001), Tietotyö Ja Työelämän Muutos. Palkkatyön Arki Tietoyhteiskunnassa; Helsinki Gaudeamus.
24. Brady M.K., and Cronin J.J. Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research 3 3 (2001) 241-251
25. Chou T.-C., Hsu L.-L., Yeh Y.-J., and Ho C.-T. Towards a framework of the performance evaluation of SMEs' industry portals. Industrial Management and Data Systems 105 4 (2005) 527-544
26. Christensen C.M., and Bower J.L. Customer power, strategic investment, and the failure of leading firms. Strategic Management Journal 17 3 (1996) 197-218
27. Constantin J.A., and Lusch R.F. Understanding resource management (1994), The Planning Forum, Oxford, OH
28. Cravens D.W., and Piercy N.F. Relationship marketing and collaborative networks in service organizations. International Journal of Service Industry Management 5 5 (1994) 39-53
29. Czepiel J.A., Solomon M.R., and Surprenant C.F. The service encounter: Managing employee/customer interaction in service businesses (1985), Lexington Books
30. Day G. The capabilities of market-driven organizations. Journal of Marketing 58 4 (1994) 37-52
31. Day G. Advantageous alliances. Journal of the Academy of Marketing Science 23 4 (1995) 297-300
32. Deery S. Afterward, employee reactions to human resource management: A review and assessment. Journal of Industrial Relations 44 3 (2002) 458-466
33. Demerouti E., Bakker A.B., Nachreiner F., and Schaufeli W.B. The job demands: Resource model of burnout. Journal of Applied Psychology 86 3 (2001) 499-512
34. Deshpandé R., and Farley J.U. Organizational culture, market orientation, innovativeness and firm performance: An international research odyssey. International Journal of Research in Marketing 21 (2004) 3-22
35. Deshpandé R., Farley J.U., and Webster F.E. Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing 57 1 (1993) 23-27
36. Diamantopoulos A., and Schlegelmilch B.B. Determinants of industrial mail survey response: A survey-on-surveys analysis of researchers' and managers' views. Journal of Marketing Management 12 6 (1996) 505-531
37. Dickson P.R. The static and dynamic mechanics of competition: A comment on Hunt and Morgan's comparative advantage theory. Journal of Marketing 60 4 (1996) 102-106
38. Donavan D.T., Brown T.J., and Mowen J.C. Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing 68 1 (2004) 128-146
39. Dyer J.H. How Chrysler created an American keiretsu. The Journal of Product Innovation Management 14 2 (1997) 128-129
40. Dyer J.H., and Singh H. The relational view: Cooperative strategy and sources of interorganizational competitive advantage. Academy of Management Review 23 4 (1998) 660-679
41. Eccles R.G. The performance measurement manifesto. Harvard Business Review 69 1 (1991) 131-137
42. Eisenhardt K.M., and Schoonhoven C.B. Resource-based view of strategic alliance formation: Strategic and social effects in entrepreneurial firms. Organization Science 7 2 (1996) 136-150
43. Fiske D.W. Convergent-discriminant validation in measurements and research strategies. In: Brinbirg D., and Kidder L.H. (Eds). Forms of Validity in Research (1982), Jossey-Bass, San Francisco 77-92
44. Ford D., Gadde L.E., Håkansson H., and Snehota I. Managing business relationships (2003), John Wiley and Sons Ltd, Chichester, UK
45. Fornell C., and Larcker D. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 1 (1981) 39-50
46. Gadde L.-E., and Håkansson H. Business relationships and resource combining. The IMP Journal 2 1 (2008) 31-45
47. Gatignon H., and Xuereb J.-M. Strategic orientation of the firm and new product performance. Journal of Marketing Research 34 2 (1997) 77-90
48. George W.R. Internal marketing and organizational behaviour. Journal of Business Research 20 1 (1990) 63-70
49. Gerbing D.W., and Anderson J.C. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25 2 (1988) 186-192
50. Grant R.M. Toward a knowledge-based theory of the firm. Strategic Management Journal 17 2 (1996) 109-122
51. Grönroos C. Relationship marketing: Strategic and tactical implications. Management Decision 34 3 (1996) 5-14
52. Grönroos C. Relationship marketing: Challenges for the organization. Journal of Business Research 46 3 (1999) 327-335
53. Guest D. Human resource management, corporate performance and employee wellbeing: Building the worker into HRM. Journal of Industrial Relations 44 3 (2002) 335-358
54. Gulati R. Does familiarity breed trust? The implications of repeated ties for contractual choice in alliances. The Academy of Management Journal 38 1 (1995) 85-112
55. Gummesson E. Total relationship marketing: Experimenting with a synthesis of research frontiers. Australasian Marketing Journal 7 1 (1999) 72-85
56. Hagedoorn J. Understanding the rationale of strategic technology partnering: Interorganizational modes of cooperation and sectoral differences. Strategic Management Journal 14 5 (1993) 371-385
57. Håkansson H., and Snehota I. Developing relationships in business networks (1995), Routledge, London
58. Han J.K., Kim N., and Srivastava R.K. Market orientation and organizational performance: Is innovation the missing link?. Journal of Marketing 62 4 (1998) 30-45
59. Heskett J.L., Jones T.O., Loveman G.W., Sasser W.E., and Schlesinger L.A. Putting the service profit chain to work. Harvard Business Review 72 2 (1994) 164-171
60. Hobfoll S.E. Stress, culture, and community: The psychology and philosophy of stress (1998), Springer
61. Hobfoll S.E., and Freedy J. Conservation of resources: A general stress theory applied to burnout. In: Schaufeli W., Maslach C., and Marek T. (Eds). Professional Burnout: Recent Developments in Theory and Research (1993), Taylor & Francis, Washington, DC 115-134
62. Hochwarter W.A., Witt L.A., Treadway D.C., and Ferris G.R. The interaction of social skill and organizational support on job performance. Journal of Applied Psychology 91 2 (2006) 482-489
63. Homburg C. On closeness to the customer in industrial markets. Scientific Working Paper Series of the Center of Market-oriented Management (Koblenz) (1997)
64. Homburg C., Workman J.P., and Jensen O. Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure. Journal of the Academy of Marketing Science 28 4 (2000) 459-478
65. Hooley G.J., Fahy J., Cox T., Beracs J., Fonfara K., and Snoj B. Marketing capabilities and firm performance: A hierarchical model. Journal of Market-Focused Management 4 3 (1999) 259-278
66. Hooley G.J., Greenley G., Cadogan J.W., and Fahy J. The performance impact of marketing resources. Journal of Business Research 58 1 (2005) 18-27
67. Huhtala H., and Parzefall M.-R. A review of employee well-being and innovativeness: An opportunity for a mutual benefit. Creativity and Innovation Management 16 3 (2007) 299-306
68. Hult G.T., Hurley R.F., and Knight G.A. Innovativeness: Its antecedents and impact on business performance. Industrial Marketing Management 33 5 (2004) 429-438
69. Hunt S.D. Commentary: A general theory of competition: Issues, answers and an invitation. European Journal of Marketing 35 5/6 (2001) 524-548
70. Hurley R.F., and Hult G.T.M. Innovation, market orientation, and organizational learning: An integration and empirical examination. Journal of Marketing 62 3 (1998) 42-54
71. Huselid M.A. The impact of human resource management practices on turnover, productivity, and corporate financial performance. The Academy of Management Journal 38 3 (1995) 635-672
72. Kale P., Singh H., and Perlmutter H. Learning and protection of proprietary assets in strategic alliances: Building relational capital. Strategic Management Journal 21 3 (2000) 217-237
73. Kamakura W.A., Mittal V., de Rosa F., and Mazzon J.A. Assessing the service profit chain. Marketing Science 21 3 (2002) 294-317
74. Kline R.B. Principles and practice of structural equation modeling (1998), NY Guilford Press, New York
75. Kokkinaki F., and Ambler T. Marketing performance assessment: An exploratory investigation into current practice and the role of firm orientation (1999), Marketing Science Institute, Cambridge 99-114
76. Kotter J.P., and Heskett J.L. Corporate culture and performance (1992), The Free Press
77. Kyriakopoulos K., and Moorman C. Tradeoffs in marketing exploitation and exploration strategies: The overlooked role of market orientation. International Journal of Research in Marketing 21 (2004) 219-240
78. Lajara B.M., Lillo F.G., and Sempere V.S. Human resources management a success and failure factor in strategic alliances employee relations 25 1/2 (2003) 61-80
79. Lehmann D.R. Some thoughts on the futures of marketing. In: Lehmann D.R., and Jocz K.E. (Eds). Reflections on the futures of marketing (1997), Marketing Science Institute, Cambridge, MA 121-135 Chapt. 6
80. Leskiewicz Sandvik I., and Sandvik K. The impact of market orientation on product innovativeness and business performance. International Journal of Research in Marketing 20 4 (2003) 355-376
81. Levinthal D.A., and March J.G. The myopia of learning. Strategic Management Journal 14 2 (1993) 95-112
82. Lewis B.R. Quality in the service sector: A review. International Journal of Bank Marketing 7 5 (1989) 4-12
83. Locke E.A., and Latham G.P. Work motivation and satisfaction: Light at the end of the tunnel. Psychological Science 1 4 (1990) 240-246
84. Madhavaram S., and Hunt S.D. The service-dominant logic and a hierarchy of operant resources: Developing masterful operant resources and implications for marketing strategy. Journal of the Academy of Marketing Science 36 1 (2008) 67-82
85. Marsden P.V. Network data and measurement. Annual Review of Sociology 16 (1990) 435-463
86. Mattsson L.G. Interaction strategies: A network approach. AMA Marketing Educators Conference (San Francisco, CA) (1988) 310-315
87. Mohr J., and Spekman R. Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques. Strategic Management Journal 15 2 (1994) 135-152
88. Möller K., and Wilson D. Business marketing: An interaction and network perspective (1995), Kluwer Academic Publishers, Boston
89. Narver J.C., and Slater S.F. The effect of a market orientation on business profitability. Journal of Marketing 54 4 (1990) 20-35
90. Oliver R.L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17 4 (1980) 460-469
91. Parasuraman A., Zeithaml V.A., and Berry L.L. A conceptual model of service quality and its implications for future research. Journal of Marketing 49 4 (1985) 41-50
92. Payne A., Holt S., and Frow P. Integrating employee, customer and shareholder value through an enterprise performance model: An opportunity for financial services. International Journal of Bank Marketing 18 6 (2000) 258-273
93. Pinder C.C. Work motivation in organizational behavior (1998), Prentice Hall
94. Podsakoff P.M., Mackenzie S.B., and Podsakoff N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 88 5 (2003) 879-903
95. Powell W.W. Trust-based forms of governance. In: Kramer R.M., and Tyler T.R. (Eds). Trust in organizations. Frontiers of theory and research (1996), Sage, Thousand Oaks 51-67
96. Priem R.L., and Butler J.E. Is the resource-based "view" a useful perspective for strategic management research?. Academy of Management Review 26 1 (2001) 22-40
97. Reichheld F. Loyalty-based management. Harvard Business Review 71 2 (1993) 64
98. Ring P.S., and Van de Ven A. Structuring cooperative relationships between organizations. Strategic Management Journal 13 7 (1992) 483-498
99. Rogers E.M. Diffusion of innovations. 4th ed. (1995), New York Free Press
100. Roth A.V., and Jackson W.E. Strategic determinants of service quality and performance: Evidence from the banking industry. Management Science 41 11 (1995) 1720-1733
101. Rust R.T., and Zahorik A.J. Customer satisfaction, customer retention and market share. Journal of Retailing 69 2 (1993) 105-111
102. Schlesinger L.A., and Heskett J.L. The service-driven service company. Harvard Business Review 69 5 (1991) 71-81
103. Schneider B., and Bowen D.E. Employee and customer perceptions of service in banks: replication and extension. Journal of Applied Psychology 70 3 (1985) 423-433
104. Schneider B., and Bowen D.E. Understanding customer delight and outrage. Sloan Management Review 41 1 (1999) 35-45
105. Schneider B., Parkington J.J., and Buxton V.M. Employee and customer perceptions of service in banks. Administrative Science Quarterly 25 2 (1980) 252-267
106. Sirdeshmukh D., Singh J., and Sabol B. Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing 66 1 (2002) 15-37
107. Soteriou A., and Zenios S.A. Operations, quality and profitability in the provision of banking services. Management Science 45 9 (1999) 1221-1238
108. Spekman R.E., and Celly H.S. Towards an understanding of the antecedents of strategic alliances. In: Miller K., and Wilson D. (Eds). Business marketing: An interaction and network perspective (1995), Kluer Academic Publisher, Boston 157-191
109. Srivastava R.K., Shervani T.A., and Fahey L. Market-based assets and shareholder value: A framework for analysis. Journal of Marketing 62 1 (1998) 2-18
110. Srivastava R.K., Shervani T.A., and Fahey L. Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing 63 (1999) 168-179 Special Issue
111. Srivastava R.K., Fahey L., and Christensen H.K. The resource-based view and marketing: The role of market-based assets in gaining competitive advantage. Journal of Management 27 6 (2001) 777-802
112. Tajeddini K., Trueman M., and Larsen G. Examining the impact of market orientation on innovativeness. Journal of Marketing Management 22 5-6 (2006) 529-551
113. Teece D.J., Pisano G., and Shuen A. Dynamic capabilities and strategic management. Strategic Management Journal 18 7 (1997) 509-533
114. Theoharakis V., and Hooley G.J. Customer orientation and innovativeness: Differing roles in new and old Europe. International Journal of Research in Marketing 25 1 (2008) 69-79
115. Vandenberghe C., Bentein K., Michon R., Chebat J., Tremblay M., and Fils J. An examination of the role of perceived support and employee commitment in employee-customer encounters. Journal of Applied Psychology 92 4 (2007) 1177
116. Varadarajan P.R., and Cunningham M.H. Strategic alliances: A synthesis of conceptual foundations. Journal of the Academy of Marketing Science 23 4 (1995) 282
117. Vargo S.L., and Lusch R.F. Evolving to a new dominant logic for marketing. Journal of Marketing 68 1 (2004) 1-17
118. Webster F.E. The changing role of marketing in the corporation. Journal of Marketing 56 4 (1992) 1-17
119. Wernerfelt B. A resource-based view of the firm. Strategic Management Journal 5 2 (1984) 171-180
120. West M., and Anderson N. Innovation in top management teams. Journal of Applied Psychology 81 6 (2003) 680-693
121. Wong A., Tjosvold D., and Zhang P. Developing relationships in strategic alliances: Commitment to quality and cooperative interdependence. Industrial Marketing Management 34 7 (2005) 722-731
122. Wucherer K. Business partnering - A driving force for innovation. Industrial Marketing Management 35 1 (2006) 91-102
123. Youndt M.A., Snell S.A., Dean J.J.W., and Lepak D.P. Human resource management, manufacturing strategy, and firm performance. The Academy of Management Journal 39 4 (1996) 836-866