The involvement and influence of emotions in problematic business relationships

Industrial Marketing Management

Volumn 40, Issue 6, 2011, Pages 907-918

  Tähtinen, Jaana ^a   Blois, Keith ^b,c  

^a UNIVERSITY OF OULU   (Finland)

^b UNIVERSITY OF OXFORD   (United Kingdom)

^c Lancaster University   (United Kingdom)

Author keywords

Emotion scripts; Emotional experience; Problematic business relationships; Relationship dynamics

Indexed keywords

EID: 80052259004     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2011.06.030     Document Type: Article

References (73)

1. Abelson R.P. Psychological status of the script concept. American Psychologist 1981, 36:715-729.
2. Alajoutsijärvi K., Mannermaa K., Tikkanen H. Customer relationships and the small software firm. A framework for understanding challenges faced in marketing. Information Management 2000, 37(3):153-159.
3. Andersen P.H., Kumar R. Emotions, trust, and relationship development in business relationships: A conceptual model for buyer-seller dyads. Industrial Marketing Management 2006, 35:522-535.
4. Anderson E., Weitz B. The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research 1992, 29:18-34.
5. Ashkanasy N.M. Emotions in organisations: A multilevel perspective. Research in multi-level issues, Volume 2: Multi-level issues in Organizational Behavior & Strategy 2003, 9-54. Elsevier Science, Oxford. F. Danserau, F.J. Yammarino (Eds.).
6. Bagozzi R.P. The role of social & self-conscious emotions in the regulation of business-to-business relationships in salesperson-customer interactions. The Journal of Business and Industrial Marketing 2006, 21(7):453-457.
7. Bagozzi R.P., Belschak F., Verbeke W. The role of emotional wisdom in salespersons' relationships with colleagues and customers. Psychology and Marketing 2010, 27(11):1001-1031.
8. Barbalet J.M. Emotion, social theory & social structure: A macrosociological approach 1998, Cambridge University Press, Port Chester, NY.
9. Barger P.B., Grandey A.A. Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal 2006, 49(6):1220-1238.
10. Barsade S.G., Brief A.P., Spataro S.E. The affective revolution in organizational behaviour: The emergence of a paradigm. Organizational behavior; the state of science 2003, 3-51. Lawrence Erlbaum, Mahwah, NJ. J. Greenberg (Ed.).
11. Bauer M. The narrative interview: Comments on a technique of qualitative data collection. Qualitative series no 1 1996, LSE Methodology Institute, London.
12. Baumeister R.F., Bratslavsky E., Finkenauer C., Vohns K.D. Bad is stronger than good. Review of General Psychology 2001, 5(4):323-370.
13. Ben-Zeev A. Typical emotions. The philosophy of psychology 1996, 227-243. Sage, London. W.O. Donohue, R. Kitchener (Eds.).
14. Blois K.J. Vertical quasi-integration. The Journal of Industrial Economics 1972, 20(3):253-272.
15. Bodtker A.M., Jameson Katz J. Emotion in conflict formation and its transformation: Application to organizational conflict management. International Journal of Conflict Management 2001, 12(3):259-275.
16. Cohen J.B., Areni C.S. Affect and consumer behavior. Handbook of consumer behavior 1991, 188-240. Prentice-Hall, Englewood Cliffs, NJ. T.S. Robertson, H.H. Kassarjian (Eds.).
17. Crawford J., Kippax S., Onyx J., Gault U., Benton P. Emotion and gender: Constructing meaning from memory 1992, Sage, London.
18. Dallimore K.S., Sparks B.A., Butcher K. The influence of angry customer outbursts on service providers' facial displays and affective states. Journal of Service Research 2007, 10(1):78-82.
19. Davis M.H. Empathy: A social psychological approach 1994, Westview Press, Boulder.
20. Dembkowski S., Hanmer-Lloyd S. Computer applications - A new road to qualitative data analysis?. European Journal of Marketing 1995, 29(11):50-62.
21. Dwyer F.R., Schurr P.H., Oh S. Developing buyer-seller relationships. Journal of Marketing 1987, 51:11-27.
22. Eisenhardt K.M. Building theories from case study research. Academy of Management Review 1989, 14(4):532-550.
23. Ekman P. Expression and the nature of emotion. Approaches to emotion 1984, 319-343. Erlbaum, Hillsdale. K.S. Scherer, P. Ekman (Eds.).
24. Ekman P. Facial expression of emotion. American Psychologist 1993, 48:384-392.
25. Epstein S. Controversial issues in emotion theory. Review of personality and social psychology 1984, Vol. 5:64-88. Sage, Beverly Hills. P. Shaver (Ed.).
26. Fehr B., Russel J.A. Concept of emotion viewed from a prototype perspective. Journal of Experimental Psychology. General 1984, 113:464-486.
27. Fineman S. Emotion in organizations 2000, Sage, London.
28. Fineman S. Getting the measure of emotion - And the cautionary tale of emotional intelligence. Human Relations 2004, 57(6):719-740.
29. Fisher C.D. Antecedents and consequences of real time affective reactions at work. Motivation and Emotion 2002, 26:1-30.
30. Fiske A.P. Socio-moral emotions motivate action to sustain relationships. Self and Identity 2002, 1:160-175.
31. Flanagan J.C. The critical incident technique. Psychological Bulletin 1954, 51(4):327-358.
32. Ford D., Gadde L.-E., Håkansson H., Snehota I., Waluszewski A. Analysing business interaction. Proceedings of the 24th IMP Conference 2008, http://www.impgroup.org.
33. Frijda N.H. The laws of emotion. American Psychologist 1988, 43:349-358.
34. Gergen K.J. Realities and relationships 1997, (2nd printing), Harvard University Press, Cambridge.
35. Gibson D. Emotion scripts in organisations: A multi-level model. Research companion to emotion in organisations 2008, 263-300. Edward Elgar, Bodmin. N.M. Ashkanasy, C.L. Cooper (Eds.).
36. Gioia D.A., Poole P.P. Scripts in organizational behavior. Academy of Management Review 1984, 9:449-459.
37. Goffman E. Strategic interaction 1969, University of Pennsylvania Press, Philadelphia.
38. Grace B. An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters. Journal of Retailing and Consumer Services 2008, 16:1-9.
39. Halinen A. Relationship marketing in professional services. A study of agency-client dynamics in the advertising sector 1997, Routledge, London.
40. Halinen A., Tähtinen J. A process theory of relationship ending. International Journal of Service Industry Management 2002, 13(2):163-180.
41. Hansen F., Christensen S.R. Emotions, advertising, and consumer choice 2007, Copenhagen Business School Press, Denmark.
42. Huang M.-H. The theory of emotions in marketing. Journal of Business and Psychology 2001, 16(2):239-247.
43. Izard C.E. Human emotions 1977, Plenum Press, New York.
44. Keltner D., Heidt J. Social functions of emotions at four levels of analysis. Cognition and Emotion 1999, 13:505-521.
45. Kemper T.D. A social interactional theory of emotions 1978, John Wiley, New York.
46. Knutson B. Facial expressions of emotion influence interpersonal trait inferences. Journal of Nonverbal Behavior 1996, 20:165-182.
47. Kumar R. Contested meanings and emotional dynamics in strategic alliances. Research companion to emotion in organizations 2008, 561-574. Edward Elgar, Bodmin. N.M. Ashkanasy, C.L. Cooper (Eds.).
48. Kvale S. Interviews: An introduction to qualitative research interviewing 1996, Sage Publications, London.
49. Lawler E.J., Thye S.R. Social exchange theory of emotions. Handbook of the sociology of emotions 2007, 295-320. Springer Science+Business Media, New York. J.E. Stets, J.H. Turner (Eds.).
50. Lucero C. A relationship model between key problems of international purchasing and the post-purchase behavior of industrial firms. The Journal of Business and Industrial Marketing 2008, 23(5):332-341.
51. Marchington M., Vincent S. Analysing the influence of institutional, organisational & interpersonal forces in shaping inter-organizational relations. Journal of Management Studies 2004, 41(6):1030-1056.
52. Moorman C., Zalthman G., Deshpandé R. Relationships between providers and users of market research: The dynamics of trust within and between organisations. Journal of Marketing Research 1992, 29:314-329.
53. Parrot W. Emotions in social psychology 2001, Psychology Press, Philadelphia.
54. Russell J.A., Barrett L.F. Core affect, prototypical emotional episodes, and other things called emotion: Dissecting the elephant. Journal of Personality and Social Psychology 1999, 76:805-819.
55. Ryan M., Blois K.J. The emotional dimension of organisational work when cultural sponsorship relationships are dissolved. Journal of Marketing Management 2010, 26(7):612-634.
56. Salo A., Tähtinen J., Ulkuniemi P. Twists and turns of triadic relationship recovery. Industrial Marketing Management 2009, 38(6):618-632.
57. Sayer A. Method in social science; a realist approach 1992, Routledge, London.
58. Schuetze, F. (1977). Die Technik des narrativen interviews in Interaktionsfeldstudien - dargestellt an einem Projekt zur Erforschung von kommunalen Machtstrukturen. Unpublished manuscript, University of Bielefeld, Department of Sociology, August.
59. Selnes F., Grønhaug K. Effects of supplier reliability & benevolence in business marketing. Journal of Business Research 2000, 49:259-271.
60. Shaver P., Schwartz J., Kirson D., O'Connor C. Emotion knowledge: Further exploration of a prototype approach. Journal of Personality and Social Psychology 1987, 52:1061-1086.
61. Shephard Dean A., Cardon M.S. Negative emotional reactions to project failure and the self-compassion to learn from the experience. Journal of Management Studies 2009, 46(6):923-949.
62. Slovic P., Finucane M.L., Peters E., MacGregor D.G. The affect heuristic. Reprinted by European Journal of Operational Research 2002, 177 (3):1333-1352. University Press, Cambridge. T. Gilovich, D. Griffin, D. Kahneman (Eds.).
63. Stanley R.O., Burrows G.D. Varieties and functions of human emotions. Emotions at work: Theory, research and applications for management 2001, 3-19. John Wiley & Sons, Padstow. R. Payne, C. Cooper (Eds.).
64. Thibaut J.F., Kelley H.H. The social psychology of groups 1959, Wiley, New York.
65. Thompson P. Re-using qualitative research data: A personal account [50 paragraphs]. Forum Qualitative Sozialforschung / Forum: Qualitative Social Research 2000, 1(3). Art. 27. http://nbn-resolving.de/urn:nbn:de:0114-fqs0003277.
66. Van Kleef G.A., De Dreu C.K.W., Manstead A.S.R. The interpersonal effects of anger and happiness in negotiations. Journal of Personality and Social Psychology 2004, 86:57-76.
67. Wang S., Huff L. Explaining buyers' responses to sellers' violation of trust. European Journal of Marketing 2007, 41(9/10):1033-1052.
68. Weber R. Basic content analysis 1990, Sage Publications, Thousand Oaks. 2nd ed.
69. Weick K.E., Sutcliffe K.M., Obstfeld D. Organizing and the process of sensemaking. Organization Science 2005, 16(4):409-421.
70. Weiss H.M., Cropanzano R. Affective events theory: a theoretical discussion of the structure, causes & consequences of affective experiences at work. Research in organizational behavior 1996, Vol. 18:1-74. JAI Press, Greenwich, CT. B.M. Shaw, L.L. Cummings (Eds.).
71. Winkielman P., Berridge K.C. Unconscious emotion. Current Directions in Psychological Science 2004, 13(3):120-123.
72. Wolfe R., Gephart R., Johnson T. Computer-facilitated qualitative data analysis: Potential contributions to management research. Journal of Management 1993, 19:637-660.
73. Zang C., Griffith D.A., Cavusgil S.T. The litigated dissolution of international distribution relationships: A process framework and propositions. Journal of International Marketing 2006, 14(2):85-115.