Investigation of agency agreement formation: New opportunities for marketing relationship development in service industries

Service Industries Journal

Volumn 30, Issue 2, 2010, Pages 149-169

  Hemphill, Elizabeth ^a  

^a UNIVERSITY OF SOUTH AUSTRALIA   (Australia)

Author keywords

Agency agreement formation; Relationship development; Services marketing

Indexed keywords

BUSINESS; MARKETING; MODELING; SERVICE SECTOR;

EID: 77951664118     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060802116347     Document Type: Article

References (86)

1. Adams, M., & Matcho, M. (1996). Charm school. Sales and Marketing Management, 148(4), 72-75.
2. Akerlof, G.A. (1970). The market for 'lemons': Quality uncertainty and the market mechanism. Quarterly Journal of Economics, 84(3), 488-500.
3. Anderson, J.C., & Gerbing, D.W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
4. Bagozzi, R.P. (1982). A field investigation of causal relations among cognitions, affect, intentions, and behaviour. Journal of Marketing Research, 19(4), 562-583.
5. Benjamin, J.D., & Chinloy, P.T. (2000). Pricing, exposure and residential listing strategies. Journal of Real Estate Research, 20(1/2), 60-74.
6. Bergen, M., Dutta, S., & Walker, O.C., Jr. (1992). Agency relationships in marketing: A review of the implications and applications of agency related theories. Journal of Marketing, 56(3), 1-24.
7. Brown, W.S. (1998). Power of self-reflection through epistemic writing. College Teaching, 46(4), 135-138.
8. Chin, W.W., Marcolin, B.L., & Newsted, P.R. (2003). A partial least squares latent variable model- ing approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189-217.
9. Churchill, G.A., Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64-73.
10. Cinzia, P. (1999). The value net - a tool for competitive strategy. Chichester, UK: Wiley and Sons.
11. Compton, J. (2005, March). You've got questions. We've got answers. CRM Magazine, 9(3), 37-41.
12. Dahlstrom, R., & Ingram, R. (2003). Social networks and the adverse selection problem in agency relationships. Journal of Business Research, 56(9), 767-775.
13. DeCormier, R.A., & Jobber, D. (1993). The counsellor selling method: Concepts and constructs. Journal of Personal Selling & Sales Management, 13(4), 39-59.
14. De Ruyter, K., & Semeijn, J. (2002). Forging buyer-seller relationships for total quality management in international business: The case of the European cement industry. Total Quality Management, 13(3), 403-417.
15. Devine, A. (1999). Marketing demystified. Journal of Property Management, 64(6), 34-39.
16. Egan, G. (1982). The skilled helper (2nd ed.). Pacific Grove, CA: Brooks/Cole Publishing.
17. Ellickson, R.C. (1991). Order without law: How neighbours settle disputes. London: Harvard University Press.
18. Fisk, R., Gountas, S., Hume, M., Gountas, J., Grove, S.J., & John, J. (2007). Services marketing (1st Asia-Pacific ed.). Singapore: Wiley.
19. Fortgang, R.S., Lax, D.A., & Sebenius, J.K. (2003). Negotiating the spirit of the deal. Harvard Business Review, 81(2), 66-76.
20. Franwick, G.L., Porter, S.S., & Crosby, L.A. (2001). Dynamics of relationship selling: A longitudi- nal examination of changes in salesperson-customer relationship status. Journal of Personal Selling and Sales Management, 21(2), 135-146.
21. Garbarino, E., & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
22. Glower, M., & Hrndershott, P.H. (1988). The determinant or REALTOR income. Journal of Real Estate Research, 3(2), 53-68.
23. Goff, J., Harding, D., Shah, R., & Singer, M. (1998). A new way to reach small businesses. The McKinsey Quarterly, (3), 172-267.
24. Grönroos, C. (2007). Service management and marketing: Customer management in service competition. Chichester, UK: Wiley.
25. Gummesson, E. (2004). Return on relationships (ROR): The value of relationship marketing and CRM in business-to-business contexts. Journal of Business and Industrial Marketing, 19(2),136-148.
26. Gutek, B.A., Groth, M., & Cherry, B. (2002). Achieving service success through relationships and enhanced encounters. Academy of Management Executive, 16(4), 132-144.
27. Hair, F.J., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis. (International ed.). Englewood Cliffs, NJ: Prentice-Hall.
28. Hoyle, R.H. (1999). Statistical strategies for small sample research. Thousand Oaks, CA: Sage.
29. Jacobs, R.S., Hyman, M.R., & McQuitty, S. (2000). Exchange-specific self-disclosure, social self- disclosure, and personal selling. Journal of Marketing Theory and Practice, 9(1), 15-48.
30. Jensen, M.C. (1994). Self-interest, altruism, incentives and agency theory. Journal of Applied Corporate Finance, 7(2), 40-45.
31. Jensen, M.C., & Meckling, W.H. (1976). Theory of the firm: Managerial behavior, agency costs and ownership structure. Journal of Financial Economics, 3(4), 305-360.
32. Jobson, J.D. (1991). Applied multivariate data analysis. New York: Springer-Verlag.
33. Kahneman, D., Knetsch, J.L., & Thaler, R. (1986). Fairness as a constraint on profit seeking: Entitlements in the market. The American Economic Review, 76(4), 728-741.
34. Kanji, G.K. (1999). 100 statistical tests. London: Sage.
35. Kanter, R.M. (1989). When giants learn to dance. London: Routledge.
36. Kharbanda, O.P., & Stallworthy, E.A. (1999). Negotiation: An essential management skill. Journal of Managerial Psychology, 6(4), 19-91.
37. Kucera, D. (2002). Drafting your contracts: You or a court? Water Engineering & Management, 149(2),24-25.
38. Lakhani, D. (2005). The bold approach: Sales force optimization, sales training, sales team management. Retrieved January 2, 2005, from http://www.boldapproach.com/sales_training.html
39. Lamont, L.M., & Lundstrom, W.J. (1977). Identifying successful industrial salesmen by personality and personal characteristics. Journal of Marketing Research, 14(4), 517-529.
40. Lasher, W.R. (1999). Strategic thinking for smaller businesses and divisions. Oxford, UK: Blackwell.
41. Latz, M.E. (2001). Give and take. American Bar Association, 87(12), 66.
42. Lee, S., & Dubinsky, A.J. (2003). Influence of salesperson characteristics and customer emotion on retail dyadic relationships. The International Review of Retail, Distribution and Consumer Research, 13(1), 21-36.
43. Levitt, T. (1983). After the sale is over. Harvard Business Review, 62(1), 87-93.
44. Lindeman, B. (2004). Attrition of agency in real estate brokerage. Journal of the American Academy of Business, 4(1/2), 377-383.
45. Little, T.D., Cunningham, W.A., Shahar, G., & Widaman, K.F. (2002). To parcel or not to parcel: Exploring the question, weighing the merits. Structural Equation Modeling, 9(2), 151-173.
46. Macneil, I.R. (1980). The new social contract. New Haven, CT: Yale University Press.
47. Marsh, G.A., & Zumpano, L.V. (1998). Agency theory and the changing role of the real estate broker: Conflicts and possible solutions. Journal of Real Estate Research, 13(2), 151-164.
48. Massengale, E.W. (1991). Fundamentals of federal contract law. New York: Quorum Books.
49. McQuitty, S. (2004). Statistical power and structural equation models in business research. Journal of Business Research, 57(2), 175-183.
50. Mishra, D.P., Heide, J.B., & Cort, S.G. (1998). Information asymmetry and levels of agency relationships. Journal of Marketing Research, 35(3), 277-295.
51. Molho, I. (1997). The economics of information - lying and cheating in markets and organisations. New York: Blackwell.
52. Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-45.
53. Netzer, O., Lattin, M., & Srinivasan, V. (2005). A hidden markov model of customer relationship dynamics. Marketing Science, 27(2), 185-204.
54. Nunnally, J.C., & Bernstein, I.H. (1994). Psychometric theory. New York: McGraw-Hill.
55. Olekalns, M. (2002). Negotiation as social interaction [Special issue]. Australian Journal of Management, 27, 39-46.
56. Olekalns, M., & Smith, P.L. (2003). Social motives in negotiation: The relationships between dyad composition, negotiation processes and outcomes. International Journal of Conflict Management, 14(3/4), 233-254.
57. O'Malley, L., & Tynan, C. (2000). Relationship marketing in consumer markets. European Journal of Marketing, 34(7), 797-815.
58. Park, C.W., & Lessig, V.P. (1981). Familiarity and its impact on consumer decision biases and heuristics. Journal of Consumer Research, 8(2), 223-230.
59. Pellitteri, J. (2002). The relationship between emotional intelligence and ego defense mechanisms. Journal of Psychology, 136(2), 182-194.
60. Pettijohn, C.E., & Pettijohn, L.S. (1997). Real estate sales training: Purposes, topics and effective- ness. Review of Business, 18(2), 31-35.
61. Podsakoff, P.M., MacKenzie, S.B., & Podsakoff, N.P. (2003). Common method biases in behaviour- al research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
62. Podsakoff, P.M., & Organ, D.W. (1986). Self reports in organisation research: Problems and pro- spects. Journal of Management, 12(4), 531-544.
63. Pryor, R.G. (1991). Work aspect preference scale. Melbourne, Australia: The Australian Council for Educational Research.
64. Quigg, B., & Wisner, B. (1998). Selling the right way. Englewood Cliffs, NJ: Prentice-Hall.
65. Reinartz, W., Thomas, J.S., & Kumar, V. (2005). Balancing acquisition and retention resources to maximise customer profitability. Journal of Marketing, 69(1), 63-79.
66. Reuschlein, H.G., & Gregory, W.A. (1990). The law of agency and partnership (2nd ed.). St Paul, MN: West Publishing.
67. Richins, M.C., Black, W.C., & Sirmans, C.F. (1987). Strategic orientation and marketing strategy: An analysis of residential real estate brokerage firm. Journal of Real Estate Research, 2(2), 41-54.
68. Rinehart, L.M., & Page, T.J., Jr. (1992). The development and test of a model of transaction negotiation. Journal of Marketing, 56(4), 18-32.
69. Roberts, J.H., & Lattin, J.M. (1997). Consideration: Review of research and prospects for future insights. Journal of Marketing Research, 34(3), 406-410.
70. Rossiter, J. (2002). The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19(4), 305-335.
71. Rousseau, D.M. (1989). Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2), 121-139.
72. Sharp, B., & Wright, M. (1999, November 29-December 1). The empirical generalisationists: An emerging Australasian Research School, Paper presented at the Australian and New Zealand Marketing Academy 1999, Sydney, NSW.
73. Sheth, J.N., & Parvatiyar, A. (2000). Handbook of relationship marketing. San Francisco: Sage.
74. Sigmund, K., Fehr, E., & Nowak, M.A. (2002). The economics of fair play. Scientific American, 286(1),82-87.
75. Sitkin, S.B., & Roth, N.L. (1993). Explaining the limited effectiveness of legalistic 'remedies' for trust/distrust. Organization Science, 4(3), 367-392.
76. Slotegraaf, R.J., & Dickson, P.R. (2004). The paradox of a marketing planning capability. Journal of the Academy of Marketing Science, 32(4), 371-385.
77. Sollars, G.G. (2002). The corporation as actual agreement. Business Ethics Quarterly, 12(3), 351-369.
78. Sorce, P., & Edwards, K. (2004). Defining business-to-consumer relationships: The consumer's perspective. Journal of Database Marketing and Customer Strategy Management, 11(3), 255-267.
79. Spekman, R.E. (1988). Strategic supplier selection: Understanding long-term buyer relationships. Business Horizons, 31(4), 75-81.
80. Uncles, M.D., & Wright, M. (2004). Empirical generalisation in marketing. Australian Marketing Journal, 12(3), 5-18.
81. Wagner, R.B. (1999). Those with ears to hear: A sophisticated way of engaging a sales process. Journal of Financial Planning, 12(2), 28-31.
82. Weissman, J. (2003). Presenting to win. Upper Saddle River, NJ: Prentice-Hall.
83. Weitz, B.A., & Jap, S.D. (1995). Relationship marketing and distribution channels. Journal of the Academy of Marketing Science, 23(4), 305-320.
84. Whittler, T.E. (1994). Eliciting consumer choice heuristics: Sales representatives' persuasion strategies. Journal of Personal Selling and Sales Management, 14(4), 41-53.
85. Witkowski, T.H., & Thibodeau, E.J. (1999). Personal bonding processes in international marketing relationships. Journal of Business Research, 46(3), 315-325.
86. Yan, A., Zhu, G., & Hall, D.T. (2002). International assignments for career building: A model of agency relationships and psychological contracts. Academy of Management Review, 27(3), 373-391.