The influence of customer relationship marketing strategies on supply chain relationships: The moderating effects of environmental uncertainty and competitive rivalry

Journal of Business-to-Business Marketing

Volumn 18, Issue 1, 2011, Pages 50-82

  Sanzo, María José ^a   Vázquez, Rodolfo ^a  

^a UNIVERSITY OF OVIEDO   (Spain)

Author keywords

Communication; Competitive rivalry; Customer relationship marketing; Environmental uncertainty; Loyalty toward suppliers; Satisfaction; Trust

Indexed keywords

EID: 79952480921     PISSN: 1051712X     EISSN: 15470628     Source Type: Journal    
DOI: 10.1080/10517121003717799     Document Type: Article

References (86)

1. Abdul-Muhmin, A. G. (2005). Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets. Journal of Business Research 58:619-628.
2. Anderson, E. and B. Weitz (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science 8(4):310-323.
3. Anderson, E. and B. Weitz (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29 (February), 18-34.
4. Anderson, H., V. Havila, and A. Salmi (2001). Can you buy a business relationship? On the importance of customer and supplier relationships in acquisitions. Industrial Marketing Management, 30:575-586.
5. Anderson, J. C. and J. A. Narus (1984). A model of the distributor's perspective of distributor-manufacturer working relationships. Journal of Marketing 48(October):62-74.
6. Anderson, J. C. and J. A. Narus (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing 54(January):42-58.
7. Anderson, J. C. and J. A. Narus (2004). Business market management. Understanding, creating, and delivering value (2nd ed.). Englewood Cliffs, NJ: Prentice Hall.
8. Avlonitis, G. J. and S. P. Gounaris (1999). Marketing orientation and its determinants: An empirical analysis. European Journal of Marketing 33(11/12):1003-1037.
9. Ball, D., P. S. Coelho, and A. Machés (2004). The role of communication and trust in explaining customer loyalty: An examination of the ECSI model. European Journal of Marketing 38(9/10):1272-1293.
10. Ballantyne, D., M. Christopher, and A. Payne (2003). Relationship marketing: Looking back, looking forward. Marketing Theory 3(1):159-166.
11. Ballantyne, D. and R. J. Varey (2006). Creating value-in-use through marketing interaction: The exchange logic of relating, communicating, and knowing. Marketing Theory 6(3):335-348.
12. Ballantyne, D. and R. J. Varey (2008). The service-dominant logic and the future of marketing. Journal of the Academy of Marketing Science 36(1):11-14.
13. Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management 17(1):99-120.
14. Bennett, R. and S. Rundle-Thiele (2002). A comparison of attitudinal loyalty measurement approaches. Journal of Brand Management 9(3):193-208.
15. Berry, L. L. (1983). Relationship marketing. In Emerging perspectives on services marketing, eds. L. L. Berry, G. L. Shostack, and G. Upah, 25-28. Chicago: American Marketing Association.
16. Berry, L. L. (1995). Relationship marketing of services-Growing interest, emerging perspectives. Journal of the Academy of Marketing Science 23(Autumn): 236-245.
17. Boulding, W., R. Staelin, M. Ehret, and W. J. Johnston (2005). A CRM roadmap: What we know, potential pitfalls, and where to go. Journal of Marketing 69(4): 155-167.
18. Chaston, I. (1998). Evolving "new marketing philosophies" by merging existing concepts: application of process within small high-technology firms. Journal of Marketing Management 14:45-51.
19. Chaston, I., B. Badger, and E. Sadler-Smith (2000). Organizational learning style and competences. European Journal of Marketing 34(5/6):625-640.
20. Christensen, C. M. (1997). The innovator's dilemma. New York: Harper.
21. Christensen, C. M. and J. L. Bower (1996). Customer power, strategic investment, and the failure of leading firms. Strategic Management Journal 17(3):197-218.
22. Christopher, M., A. Payne, and D. Ballantyne (1991). Relationship marketing: Bringing quality, customer service and marketing together. Oxford, UK: Butterworth Heinemann.
23. Churchill, G. A. (1979). a paradigm for developing better measures for marketing constructs. Journal of Marketing Research 16(February):64-73.
24. Claycomb, C. and G. Frankwick (2004). A contingency perspective of communication, conflict resolution and buyer search effort in buyer-supplier relationships. Journal of Supply Chain Management 40:18-34.
25. Day, G. S. (1994). The capabilities of market driven organizations. Journal of Marketing 58:37-52.
26. Dick, A. S. and K. Basu (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22(2):99-113.
27. Dwyer, F. R., P. H. Schurr, and S. Oh (1987). Developing buyer-seller relationships. Journal of Marketing 51(April):11-27.
28. Ford, D., L.-E. Gadde, H. Hakansson, A. Lundgren, I. Snehota, P. Turnbull, and D. Wilson (1998). Managing business relationships. Chichester, UK: Wiley.
29. Foster, B. D. and J. W. Cadogan (2000). Relationship selling and customer loyalty: An empirical investigation. Marketing, Intelligence and Planning 18(4):185-199.
30. Fournier, S. and D.G. Mick (1999). Rediscovering satisfaction. Journal of Marketing 63(October):5-23.
31. Frazier, G. L., J. D. Gill, and S. H. Kale (1989). Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country. Journal of Marketing 53(January):50-69.
32. Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing 58(2):1-19.
33. Gerbing, D. W. and J. C. Anderson (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25(May):186-192.
34. Geyskens, I., J.-B. Steenkamp, and N. Kumar (1999). A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research 36(May):223-238.
35. Geyskens, I., J.-B. Steenkamp, L. K. Scheer, and N. Kumar (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study, International Journal of Research in Marketing 13(4):303-317.
36. Gounaris, S. P. (2006). Internal market orientation and its measurement. Journal of Business Research 59:432-448.
37. Graham, G. and P. Ahmed (2000). Buyer-seller management in the aerospace value chain. Integrated Manufacturing Systems 11(7):462-468.
38. Grant, R. (1991). A resource-based theory of competitive advantage: Implications for strategy formulation. California Management Journal 33(3):114-135.
39. Grönroos, C. (1989). Defining marketing: A market-oriented approach, European Journal of Marketing, 23(1), 52-60.
40. Grönroos, C. (1994). From marketing mix to relationship marketing: Toward a paradigm shift in marketing. Management Decision 32(2):4-20.
41. Grönroos, C. (1995). Relationship marketing: The strategy continuum. Journal of the Academy of Marketing Science 23(Autumn):252-254.
42. Grönroos, C. (1996). Relationship marketing logi. Asia-Australia Marketing Journal 4(1):7-18.
43. Grönroos, C. (1997). Value-driven relationship marketing: From products to resources and competences. Journal of Marketing Management 13:407-419.
44. Hair, J. F., R. E Anderson, R. L. Tatham, and W. C. Black (1998). Multivariate Data Analysis. Englewood Cliffs, NJ: Prentice Hall.
45. Hamel, G. and C. K. Prahalad (1994). Competing for the future. Boston: Harvard Business School Press.
46. Harker, M. J. (1999). Relationship marketing defined? An examination of current relationship marketing definitions. Marketing Intelligence & Planning 17(1):13-20.
47. Jackson, B. B. (1985). Winning and keeping industrial customers: The dynamics of customer relationships. New York: Lexington Books.
48. Jacoby, J. and R. W. Chestnut (1978). Brand loyalty: Measurement and management. New York: John Wiley & Sons.
49. Jaworski, B. J. and A. K. Kohli (1993). Market orientation: Antecedents and consequences. Journal of Marketing 57(July):53-70.
50. Karatepe, O. M. (2006). Consumer complaints and organizational responses: The effects of complainants' perceptions of justice on satisfaction and loyalty. International Journal of Hospitability and Management 25:69-90.
51. Kohli, A. K. and B. J. Jaworski (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing 54(April):1-18.
52. Kumar, V. (2008). Strategies to increase loyalty and build profits. New York: Pearson Education.
53. Kwon, I. and Suh, T. (2004). Factors affecting the level of trust and commitment in supply chain relationships. Journal of Supply Chain Management 40:4-14.
54. Macneil, I.R. (1980). The new social contract. New Haven, CT: Yale University Press.
55. Milliken, F. J. (1987). Three types of perceived uncertainty about the environment: State, effect, and response uncertainty. Academy of Management Review 12(1): 133-143.
56. Moorman, C., R. Deshpandé, and G. Zaltman (1993). Factors affecting trust in market research relationship. Journal of Marketing 57(1):81-101.
57. Morgan, R.M. and S.D. Hunt (1994). The commitment-trust theory of relationship marketing, Journal of Marketing 58(July):20-38.
58. Narver, J. C. and S. F. Slater (1990). The effect of a market orientation on business profitability. Journal of Marketing 54(4):20-35.
59. Nielson, C. C. (1998). An empirical investigation of the role of "closeness" in industrial buyer-seller relationships. European Journal of Marketing 32(5/6): 441-463.
60. O'Cass, A. and J. Weerawardena (2010). The effects of perceived industry competitive intensity and marketing-related capabilities: Drivers of superior brand performance. Industrial Marketing Management, 39, 571-581.
61. Oliver, R. L. (1977). Effects of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology 62(4), 480-486.
62. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17(November): 460-469.
63. Oliver, R. L. (1989). Processing of the satisfaction response in consumption: A suggested framework and research propositions. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 2:1-16.
64. Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research 20(3):418-430.
65. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. Singapore: McGraw-Hill.
66. Payne, A. and P. Frow (2006). Customer relationship management: From strategy to implementation. Journal of Marketing Management 22:135-168.
67. Podsakoff, P. M, S. B. MacKenzie, J-Y. Lee, and N. P. Podsakoff (2003). Common method biases in behavioural research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 88(5):879-903.
68. Porter, M. E. (1979). How competitive forces shape strategy. Harvard Business Review 57(March/April):137-145.
69. Porter, M. E. (1985). Competitive advantage. New York: The Free Press.
70. Rafiq, M. and P. K. Ahmed (2000). Advances in the internal marketing concept: Definition, synthesis, and extension. Journal of Services Marketing 14(6):449-462.
71. Ramani, G. and V. Kumar (2008). Interaction orientation and firm performance. Journal of Marketing 72(1):27-45.
72. Ravald, A. and C. Grönroos (1996). The value concept and relationship marketing. European Journal of Marketing 30(2):19-30.
73. Ryals, L. and A. Payne (2001). Customer relationship management in financial services: Towards information-enabled relationship marketing. Journal of Strategic Marketing 9:3-27.
74. Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing 32(3/4):305-322.
75. Sharma, N. and P. G. Patterson (1999). The impact of communication effectiveness and services quality on relationship commitment in consumer, professional services. Journal of Services Marketing 13(2):151-170.
76. Skinner, S. J., J. B. Gassenheimer, and S. Kelley (1992). Cooperation in supplier-dealer relations. Journal of Retailing 68(2):174-193.
77. Slater, S. F. and J. C. Narver (1994). Does competitive environment moderate the market orientation-performance relationship? Journal of Marketing 58(1): 46-55.
78. Storbacka, K. (1997). Segmentation based on customer profitability-Retrospective analysis of retail bank customer bases. Journal of Marketing Management 3:479-492.
79. Sweeney, J. C. and G. Soutar (2001). Consumer perceived value: The development of multiple item scale. Journal of Retailing 77(2):203-220.
80. Varadarajan, P. R. and M. H. Cunningham (1995). Strategic alliances: A synthesis of conceptual foundations. Journal of the Academy of Marketing Science 23(4):282-296.
81. Vázquez, R., V. Iglesias, and L. I. Álvarez-González (2005). Distribution channel relationships: The conditions and strategic outcomes of cooperation between manufacturer and distributor. International Review of Retail, Distribution, and Consumer Research 15(2):125-150.
82. Vorhies, D. W. and N. A. Morgan. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing 69(1):80-94.
83. Weerawardena, J. (2003). The role of marketing capability in innovation-based competitive strategy. Journal of Strategic Marketing 11(1):15-36.
84. Wetzels, M., K. de Ruyter, and M. Birgelen (1998). Marketing service relationships: The role of commitment. Journal of Business and Industrial Marketing 13(3/4):406-423.
85. Wilson, D. T. (2003). Value exchange as the foundation stone of relationship marketing. Marketing Theory 3(1):175-177.
86. Wilson, E. J. and C. C. Nielson (2001). Cooperation and continuity in strategic business relationships. Journal of Business-to-Business Marketing 8(1):1-24.a