Effects of suppliers' trust and commitment on customer involvement

Industrial Management and Data Systems

Volumn 115, Issue 6, 2015, Pages 1041-1066

  Li, Yi ^a,b,c   Li, Gang ^a,b,c   Feng, Taiwen ^d  

^a XI'AN JIAOTONG UNIVERSITY   (China)

^b XI'AN JIAOTONG UNIVERSITY   (China)

^c BEIJING UNIVERSITY OF POSTS AND TELECOMMUNICATIONS   (China)

^d NORTHWESTERN POLYTECHNICAL UNIVERSITY   (China)

Author keywords

Commitment; Customer involvement; Relational governance; Trust

Indexed keywords

INDUSTRIAL ENGINEERING; INDUSTRIAL MANAGEMENT;

COMMITMENT; CUSTOMER INVOLVEMENT; DESIGN/METHODOLOGY/APPROACH; RELATIONAL GOVERNANCES; SOCIAL EXCHANGE THEORY; SPECIFIC INVESTMENT; STRUCTURAL EQUATION MODELING; TRUST;

SALES;

EID: 84933527985     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/IMDS-11-2014-0351     Document Type: Article

References (145)

1. Alam, I. (2002), "An exploratory investigation of user involvement in new service development", Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 250-261.
2. Alfaro, L., Chanda, A., Kalemli-Ozcan, S. and Sayek, S. (2004), "FDI and economic growth: the role of local financial markets", Journal of International Economics, Vol. 64 No. 1, pp. 89-112.
3. Anderson, E. and Weitz, B. (1992), "The use of pledges to build and sustain commitment in distribution channels", Journal of Marketing Research, Vol. 29 No. 1, pp. 18-34.
4. Anderson, E. W. (1994), "Cross-category variation in customer satisfaction and retention", Marketing Letters, Vol. 5 No. 1, pp. 19-30.
5. Anderson, E. W. and Sullivan, M. W. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, Vol. 12 No. 2, pp. 125-143.
6. Anderson, J. C. and Narus, JA. (1984), "A model of the distributor's perspective of distributormanufacturer working relationships", The Journal of Marketing, Vol. 48 No. 4, pp. 62-74.
7. Anderson, J. C. and Narus, J. A (1990), "A model of distributor firm and manufacturer firm working partnerships", Journal of Marketing, Vol. 54 No. 1, pp. 42-58.
8. Athaide, G. A., Meyers, P. W. and Wilemon, D. L. (1996), "Seller-buyer interactions during the commercialization of technological process innovations", Journal of Product Innovation Management, Vol. 13 No. 5, pp. 406-421.
9. Atuahene-Gima, K. and Li, H. (2002), "When does trust matter? Antecedents and contingent effects of supervisee trust on erformance in selling new products in China and the United States'1', Journal of Marketing, Vol. 66 No. 3, pp. 61-81.
10. Aulakh, P. S., Kotabe, M. and Sahay, A. (1996), "Trust and performance in cross-border marketing partnerships: a behavioral approach", Journal of International Business Studies, Vol. 27 No. 5, pp. 1005-1032.
11. Bansal, H. S., Irving, P. G. and Taylor, S. F. (2004), "A three-component model of customer to service providers", Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 234-250.
12. Baron, R. M. and Kenny, DA. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations", Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173-1182.
13. Bendapudi, N. and Leone, R. P. (2003), "Psychological implications of customer participation in coproduction", Journal of Marketing, Vol. 67 No. 1, pp. 14-28.
14. Bosch-Sijtsema, P. M. and Postma, T. J. (2009), "Cooperative innovation projects: capabilities and governance mechanisms", Journal of Product Innovation Management, Vol. 26 No. 1, pp. 58-70.
15. Brockhoff, K. (2003), "Customers' perspectives of involvement in new product development", International Journal of Technology Management, Vol. 26 No. 5, pp. 464-481.
16. Brown, J. R., Dev, C. S. and Lee, D.-J. (2000), "Managing marketing channel opportunism: the efficacy of alternative governance mechanisms", Journal of Marketing, Vol. 64 No. 2, pp. 51-65.
17. Brown, S. L. and Eisenhardt, K. M. (1995), "Product development: past research, present findings, and future directions", Academy of Management Review, Vol. 20 No. 2, pp. 343-378.
18. Burnham, T. A., Frels, J. K. and Mahajan, V. (2003), "Consumer switching cost: a typology, antecedents, and consequences", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 109-126.
19. Burns, T. (1973), "A structural theory of social exchange", Acta Sociologica, Vol. 16 No. 3, pp. 188-208.
20. Cannon, J. P., Achrol, R. S. and Gundlach, G. T. (2000), "Contracts, norms, and plural form governance", Journal of the Academy of Marketing Science, Vol. 28 No. 2, pp. 180-194.
21. Cannon, J. P., Doney, P. M., Mullen, M. R. and Petersen, K. J. (2010), "Building long-term orientation in buyer-supplier relationships: the moderating role of culture", Journal of Operations Management, Vol. 28 No. 6, pp. 506-521.
22. Cao, M. and Zhang, Q. (2011), "Supply chain collaboration: impact on collaborative advantage and firm performance", Journal of Operations Management, Vol. 29 No. 3, pp. 163-180.
23. Chang, S.-C. and Chou, C.-M. (2011), "Factors affecting user's online shopping behavior: integrating the constraint-based and dedication-based relationship perspectives", African Journal of Business Management, Vol. 5 No. 2, pp. 370-382.
24. Chien, C. S. and Moutinho, L. (2000), "The external contingency and internal characteristic of relationship marketing", Journal of Marketing Management, Vol. 16 No. 6, pp. 583-595.
25. Chien, S.-H. and Chen, J.-J. (2010), "Supplier involvement and customer involvement effect on new product development success in the financial service industry", The Service Industries Journal, Vol. 30 No. 2, pp. 185-201.
26. Christmann, P. (2000), "Effects of "best practices" of environmental management on cost advantage: the role of complementary assets", Academy of Management Journal, Vol. 43 No. 4, pp. 663-680.
27. Cohn, M. (2005), Agile Estimating and Planning, Pearson Education, San Antonio.
28. Cooper, R. G. (1979), "The dimensions of industrial new product success and failure", The Journal of Marketing, Vol. 43 No. 3, pp. 93-103.
29. Craig, A. and Hart, S. (1992), "Where to now in new product development research?", European Journal of Marketing, Vol. 26 No. 11, pp. 2-49.
30. De Ruyter, K., Moorman, L. and Lemmink, J. (2001), "Antecedents of commitment and trust in customer-supplier relationships in high technology markets", Industrial Marketing Management, Vol. 30 No. 3, pp. 271-286.
31. Deshpande, R. and Farley, J. U. (2000), "Market-focused organizational transformation in China", Journal of Global Marketing, Vol. 14 Nos 1-2, pp. 7-35.
32. Deszca, G., Munro, H. and Noori, H. (1999), "Developing breakthrough products: challenges and options for market assessment", Journal of Operations Management, Vol. 17 No. 6, pp. 613-630.
33. Dilk, C., Gleich, R., Wald, A. and Motwani, J. (2008), "State and development of innovation networks: evidence from the European vehicle sector", Management Decision, Vol. 46 No. 5, pp. 691-701.
34. Doney, P. M. and Cannon, J. P. (1997), "An examination of the nature of trust in buyer-seller relationships", The Journal of Marketing, Vol. 61 No. 2, pp. 35-51.
35. Doz, Y. L. (1987), "Technology partnerships between larger and smaller firms: some critical issues", International Studies of Management & Organization, Vol. 17 No. 4, pp. 31-57.
36. Duysters, G. and Hagedoorn, J. (1995), "Strategic groups and inter-firm networks in international high-tech industries", Journal of Management Studies, Vol. 32 No. 3, pp. 359-381.
37. Dwyer, F. R., Schurr, P. H. and Oh, S. (1987), "Developing buyer-seller relationships", The Journal of Marketing, Vol. 51 No. 2, pp. 11-27.
38. Dyer, J. H. and Singh, H. (1998), "The relational view: cooperative strategy and sources of interorganizational competitive advantage", Academy of Management Review, Vol. 23 No. 4, pp. 660-679.
39. Farrell, A. M. (2010), "Insufficient discriminant validity: a comment on Bove, Pervan, Beatty, and Shiu (2009) ", Journal of Business Research, Vol. 63 No. 3, pp. 324-327.
40. Feng, T. and Zhao, G. (2014), "Top management support, inter-organizational relationships and external involvement", Industrial Management & Data Systems, Vol. 114 No. 4, pp. 526-549.
41. Finch, B. J. (1999), "Internet discussions as a source for consumer product customer involvement and quality information: an exploratory study", Journal of Operations Management, Vol. 17 No. 5, pp. 535-556.
42. Fitzsimmons, J. A. (1985), "Consumer participation and productivity in service operations", Interfaces, Vol. 15 No. 3, pp. 60-67.
43. Flynn, B. B., Huo, B. and Zhao, X. (2010), "The impact of supply chain integration on performance: a contingency and configuration approach", Journal of Operations Management, Vol. 28 No. 1, pp. 58-71.
44. Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56 No. 1, pp. 6-21.
45. Fornell, C. and Larcker, D. F. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
46. Fournier, S. and Mick, D. G. (1999), "Rediscovering satisfaction", Journal of Marketing, Vol. 63 No. 4, pp. 5-23.
47. Fynes, B., Voss, C. and de Búrca, S. (2005), "The impact of supply chain relationship quality on quality performance", International Journal of Production Economics, Vol. 96 No. 3, pp. 339-354.
48. Gales, L. and Mansour-Cole, D. (1995), "User involvement in innovation projects: toward an information processing model", Journal of Engineering and Technology Management, Vol. 12 No. 1, pp. 77-109.
49. Geyskens, I., Steenkamp, J.-B. E., Scheer, L. K. and Kumar, N. (1996), "The effects of trust and interdependence on relationship commitment: a trans-Atlantic study", International Journal of Research in Marketing, Vol. 13 No. 4, pp. 303-317.
50. Grayson, K. and Ambler, T. (1999), "The dark side of long-term relationships in marketing services", Journal of Marketing Research, Vol. 36 No. 1, pp. 132-141.
51. Grisaffe, D. B. and Kumar, A. (1998), Antecedents and Consequences of Customer Value: Testing an Expanded Framework, Marketing Science Institute, Cambridge, MA.
52. Gulati, R. (1995), "Does familiarity breed trust? The implications of repeated ties for contractual choice in alliances", Academy of Management Journal, Vol. 38 No. 1, pp. 85-112.
53. 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.
54. Hadjikhani, A. and Thilenius, P. (2009), "Industrial relationships and the effects of different types of connections", Industrial Marketing Management, Vol. 38 No. 6, pp. 679-686.
55. Hallen, L., Johanson, J. and Seyed-Mohamed, N. (1991), "Interfirm adaptation in business relationships", The Journal of Marketing, Vol. 55 No. 2, pp. 29-37.
56. He, Y., Lai, K. K., Sun, H. and Chen, Y. (2014), "The impact of supplier integration on customer integration and new product performance: the mediating role of manufacturing flexibility under trust theory", International Journal of Production Economics, Vol. 147 Part B, pp. 260-270, available at: www.sciencedirect.com/science/article/pii/S0925527313002089
57. Heide, J. B. and Miner, A. S. (1992), "The shadow of the future: effects of anticipated interaction and frequency of contact on buyer-seller cooperation", Academy of Management Journal, Vol. 35 No. 2, pp. 265-291.
58. Helpman, E. (1992), "Endogenous macroeconomic growth theory", European Economic Review, Vol. 36 No. 2, pp. 237-267.
59. Hewett, K. and Bearden, W. O. (2001), "Dependence, trust, and relational behavior on the part of foreign subsidiary marketing operations: implications for managing global marketing operations", Journal of Marketing, Vol. 65 No. 4, pp. 51-66.
60. Hoetker, G. and Mellewigt, T. (2009), "Choice and performance of governance mechanisms: matching alliance governance to asset type", Strategic Management Journal, Vol. 30 No. 10, pp. 1025-1044.
61. Homans, G. C. (1961), Social Behavior: Its Elementary Forms, Harcourt, Brace, Oxford.
62. Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M. and Singh, A. (2010), "Consumer cocreation in new product development", Journal of Service Research, Vol. 13 No. 3, pp. 283-296.
63. 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: A Multidisciplinary Journal, Vol. 6 No. 1, pp. 1-55.
64. Im, K. S., Pesaran, M. H. and Shin, Y. (2003), "Testing for unit roots in heterogeneous panels", Journal of Econometrics, Vol. 115 No. 1, pp. 53-74.
65. James, L. R. and Brett, J. M. (1984), "Mediators, moderators, and tests for mediation", Journal of Applied Psychology, Vol. 69 No. 2, p. 307.
66. Jones, M. A., Mothersbaugh, D. L. and Beatty, S. E. (2000), "Switching barriers and repurchase intentions in services", Journal of Retaiing, Vol. 76 No. 2, pp. 259-274.
67. Judd, CM. and Kenny, DA. (1981), "Process analysis estimating mediation in treatment evaluations", Evaluation Review, Vol. 5 No. 5, pp. 602-619.
68. Keiningham, T. L., Goddard, M. K., Vavra, T. G. and Iaci, A. J. (1999), "Customer delight and the bottom line", Marketing Management, Vol. 8 No. 3, pp. 57-63.
69. Kelle, P. and Akbulut, A. (2005), "The role of ERP tools in supply chain information sharing, cooperation, and cost optimization", International Journal of Production Economics, Vol. 93, pp. 41-52, available at: www.sciencedirect.com/science/article/pii/S0925527304002257
70. Kingshott, R. P. (2006), "The impact of psychological contracts upon trust and commitment within supplier-buyer relationships: a social exchange view", Industrial Marketing Management, Vol. 35 No. 6, pp. 724-739.
71. Kohler, T., Matzler, K. and Füller, J. (2009), "Avatar-based innovation: using virtual worlds for real-world innovation", Technovation, Vol. 29 No. 6, pp. 395-407.
72. Koufteros, X. A., Edwin Cheng, T. and Lai, K.-H. (2007), '"Black-box' and 'gray-box' supplier integration in product development: antecedents, consequences and the moderating role of firm size'1', Journal of Operations Management, Vol. 25 No. 4, pp. 847-870.
73. Krapfel, R. E., Salmond, D. and Spekman, R. (1991), "A strategic approach to managing buyerseller relationships", European Journal of Marketing, Vol. 25 No. 9, pp. 22-37.
74. Lau, A. K. (2011), "Supplier and customer involvement on new product performance: contextual factors and an empirical test from manufacturer perspective", Industrial Management & Data Systems, Vol. 111 No. 6, pp. 910-942.
75. Laureano Paiva, E., Teixeira, R., Marques Vieira, L. and Beheregaray Finger, A. (2014), "Supply chain planning and trust: two sides of the same coin", Industrial Management & Data Systems, Vol. 114 No. 3, pp. 405-420.
76. Le, B. and Agnew, C. R. (2003), "Commitment and its theorized determinants: a meta-analysis of the investment model", Personal Relationships, Vol. 10 No. 1, pp. 37-57.
77. Lee, R. and Neale, L. (2012), "Teractions and consequences of inertia and switching cost", Journal of Services Marketing, Vol. 26 No. 5, pp. 365-374.
78. Léger, P.-M., Cassivi, L., Hadaya, P. and Caya, O. (2006), "Safeguarding mechanisms in a supply chain network", Industrial Management & Data Systems, Vol. 106 No. 6, pp. 759-777.
79. Leonard, D. and Rayport, J. F. (1997), "Spark innovation through empathic design", Harvard Business Review, Vol. 75 No. 6, pp. 102-113.
80. Lin, R.-J., Chen, R.-H. and Chiu, K. K.-S. (2010), "Customer relationship management and innovation capability: an empirical study", Industrial Management & Data Systems, Vol. 110 No. 1, pp. 111-133.
81. Lin, X. and Germain, R. (2004), "Antecedents to customer involvement in product development: comparing US and Chinese firms", European Management Journal, Vol. 22 No. 2, pp. 244-255.
82. Liu, Y., Luo, Y. and Liu, T. (2009), "Governing buyer-supplier relationships through transactional and relational mechanisms: evidence from China", Journal of Operations Management, Vol. 27 No. 4, pp. 294-309.
83. Lovelock, C. H. and Young, R. F. (1979), "Look to consumers to increase productivity", Harvard Business Review, Vol. 57 No. 3, pp. 168-178.
84. Lundkvist, A. and Yakhlef, A. (2004), "Customer involvement in new service development: a conversational approach", Managing Service Quality, Vol. 14 Nos 2/3, pp. 249-257.
85. Luo, Y. (2002), "Building trust in cross-cultural collaborations: toward a contingency perspective", Journal of Management, Vol. 28 No. 5, pp. 669-694.
86. McAllister, D. J. (1995), "Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations", Academy of Management Journal, Vol. 38 No. 1, pp. 24-59.
87. Martin, C. R. Jr and Horne, D. A. (1995), "Level of success inputs for service innovations in the same firm", International Journal of Service Industry Management, Vol. 6 No. 4, pp. 40-56.
88. Matsuo, M. (2006), "Customer orientation, conflict, and innovativeness in Japanese sales departments", Journal of Business Research, Vol. 59 No. 2, pp. 242-250.
89. Mayer, R. C., Davis, J. H. and Schoorman, F. D. (1995), "An integrative model of organizational trust", Academy of Management Review, Vol. 20 No. 3, pp. 709-734.
90. Medlin, C. J., Jacques-Marie, A. and Quester, P. G. (2005), "A collaborative interest model of relational coordination and empirical results", Journal of Business Research, Vol. 58 No. 2, pp. 214-222.
91. Mills, P. K. and Morris, J. H. (1986), "Clients as "partial" employees of service organizations: role development in client participation", Academy of Management Review, Vol. 11 No. 4, pp. 726-735.
92. Mills, P. K., Chase, R. B. and Margulies, N. (1983), "Motivating the client/employee system as a service production strategy", Academy of Management Review, Vol. 8 No. 2, pp. 301-310.
93. Mishra, A. A. and Shah, R. (2009), "In union lies strength: collaborative competence in new product development and its performance effects", Journal of Operations Management, Vol. 27 No. 4, pp. 324-338.
94. Mohr, J. and Spekman, R. (1994), "Characteristics of partnership success: partnership attributes, communication behavior, and conflict resolution techniques", Strategic Management Journal, Vol. 15 No. 2, pp. 135-152.
95. Montoya-Weiss, M. M. and Calantone, R. (1994), "Determinants of new product performance: a review and meta-analysis", Journal of Product Innovation Management, Vol. 11 No. 5, pp. 397-417.
96. Moorman, C., Zaltman, G. and Deshpande, R. (1992), "Relationships between providers and users of market research: the dynamics of trust within and between organizations", Journal of Marketing Research, Vol. 29 No. 3, pp. 314-328.
97. Morgan, R. M. and Hunt, S. D. (1994), "The commitment-trust theory of relationship marketing", The Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
98. Müller, M. and Seuring, S. (2007), "Reducing information technology-based transaction costs in supply chains", Industrial Management & Data Systems, Vol. 107 No. 4, pp. 484-500.
99. Muthusamy, S. K. and White, M. A. (2005), "Learning and knowledge transfer in strategic alliances: a social exchange view", Organization Studies, Vol. 26 No. 3, pp. 415-441.
100. Nambisan, S. (2002), "Designing virtual customer environments for new product development: toward a theory", Academy of Management Review, Vol. 27 No. 3, pp. 392-413.
101. Narver, J. C. and Slater, S. F. (1990), "The effect of a market orientation on business profitability", Journal of Marketing, Vol. 54 No. 4, pp. 20-35.
102. Ngo, L. V and O'Cass, A. (2013), "Innovation and business success: the mediating role of customer participation", Journal of Business Research, Vol. 66 No. 8, pp. 1134-1142.
103. O'Malley, L., Patterson, M. and Evans, M. (1997), "Intimacy or intrusion? The privacy dilemma for relationship marketing in consumer markets", Journal of Marketing Management, Vol. 13 No. 6, pp. 541-559.
104. Park, J. G., Park, K. and Lee, J. (2014), "A firm's post-adoption behavior: loyalty or switching cost", Industrial Management & Data Systems, Vol. 114 No. 2, pp. 258-275.
105. Parker, H. (2000), "Interfirm collaboration and the new product development process", Industrial Management & Data Systems, Vol. 100 No. 6, pp. 255-260.
106. Parkhe, A. (1993), "'Messy' research, methodological predispositions, and theory development in international joint ventures", Academy of Management Review, Vol. 18 No. 2, pp. 227-268.
107. Petersen, K. J., Handfield, R. B. and Ragatz, G. L. (2005), "Supplier integration into new product development: coordinating product, process and supply chain design", Journal of Operations Management, Vol. 23 No. 3, pp. 371-388.
108. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y. and Podsakoff, N. P. (2003), "Common method biases in behavioral research: a critical review of the literature and recommended remedies", Journal of Applied Psychology, Vol. 88 No. 5, pp. 879-903.
109. Poppo, L. and Zenger, T. (2002), "Do formal contracts and relational governance function as substitutes or complements?", Strategic Management Journal, Vol. 23 No. 8, pp. 707-725.
110. Prahalad, C. K. and Ramaswamy, V. (2000), "Co-opting customer competence", Harvard Business Review, Vol. 78 No. 1, pp. 79-90.
111. Prahalad, C. K. and Ramaswamy, V. (2003), "The new frontier of experience innovation", MIT Sloan Management Review, Vol. 44 No. 4, pp. 12-18.
112. Reuer, J. J., Ariño, A. and Mellewigt, T. (2006), "Entrepreneurial alliances as contractual forms", Journal of Business Venturing, Vol. 21 No. 3, pp. 306-325.
113. Ritter, T. and Walter, A. (2003), "Relationship-specific antecedents of customer involvement in new product development", International Journal of Technology Management, Vol. 26 No. 5, pp. 482-501.
114. Roath, A. S., Miller, S. R. and Cavusgil, S. T. (2002), "A conceptual framework of relational governance in foreign distributor relationships", International Business Review, Vol. 11 No. 1, pp. 1-16.
115. Ruekert, R. W. and Walker, O. C. Jr (1987), "Marketing's interaction with other functional units: a conceptual framework and empirical evidence", The Journal of Marketing, Vol. 50 No. 1, pp. 1-19.
116. Rusbult, C. E. (1980), "Commitment and satisfaction in romantic associations: a test of the investment model", Journal of Experimental Social Psychology, Vol. 16 No. 2, pp. 172-186.
117. Sahay, B. S. (2003), "Understanding trust in supply chain relationships", Industrial Management & Data Systems, Vol. 103 No. 8, pp. 553-563.
118. Samiee, S. and Walters, P. G. (2006), "Supplier and customer exchange in international industrial markets: an integrative perspective", Industrial Marketing Management, Vol. 35 No. 5, pp. 589-599.
119. Sharma, S., Conduit, J. and Hill, S. R. (2014), "Organisational capabilities for customer participation in health care service innovation", Australasian Marketing Journal, Vol. 22 No. 3, pp. 179-188.
120. Shaw, G. K. (1992), "Policy implications of endogenous growth theory", The Economic Journal, Vol. 102 No. 412, pp. 611-621.
121. Sigala, M. (2011), "Web 2.0 and customer involvement in new service development: a framework, cases and implications in tourism", in Sigala, M., Christou, E. and Gretzel, U. (Eds), Web 2.0 in Travel, Tourism and Hospitality, Theory, Practice and Cases, Ashgate, Aldershot, pp. 25-37.
122. Sin, L. Y. M., Tse, A. C. B. and Yim, F. H. K. (2005), "CRM: conceptualization and scale development", European Journal of Marketing, Vol. 39 Nos 11/12, pp. 1264-1290.
123. Sivadas, E. and Dwyer, F. R. (2000), "An examination of organizational factors influencing new product success in internal and alliance-based processes", Journal of Marketing, Vol. 64 No. 1, pp. 31-49.
124. Skarmeas, D., Katsikeas, C. S. and Schlegelmilch, B. B. (2002), "Drivers of commitment and its impact on performance in cross-cultural buyer-seller relationships: the importer's perspective", Journal of International Business Studies, Vol. 33 No. 4, pp. 757-783.
125. Smith, K. G., Carroll, S. J. and Ashford, S. J. (1995), "Intra- and interorganizational cooperation: toward a research agenda", Academy of Management Journal, Vol. 38 No. 1, pp. 7-23.
126. Söllner, A. (1999), "Asymmetrical commitment in business relationships", Journal of Business Research, Vol. 46 No. 3, pp. 219-233.
127. Song, J. H. and Adams, C. R. (1993), "Differentiation through customer involvement in production or delivery", Journal of Consumer Marketing, Vol. 10 No. 2, pp. 4-12.
128. Sprecher, S. (1988), "Investment model, equity, and social support determinants of relationship commitment", Social Psychology Quarterly, Vol. 51 No. 4, pp. 318-328.
129. Steinicke, S., Wallenburg, CM. and Schmoltzi, C. (2012), "Governing for innovation in horizontal service cooperations", Journal of Service Management, Vol. 23 No. 2, pp. 279-302.
130. Svendsen, M. F., Haugland, S. A., Grønhaug, K. and Hammervoll, T. (2011), "Marketing strategy and customer involvement in product development", European Journal of Marketing, Vol. 45 No. 4, pp. 513-530.
131. Swink, M. and Song, M. (2007), "Effects of marketing-manufacturing integration on new product development time and competitive advantage"', Journal of Operations Management, Vol. 25 No. 1, pp. 203-217.
132. Teng, B.-S. and Das, T. (2008), "Governance structure choice in strategic alliances: the roles of alliance objectives, alliance management experience, and international partners", Management Decision, Vol. 46 No. 5, pp. 725-742.
133. Teo, T. S. and Liu, J. (2007), "Consumer trust in e-commerce in the United States, Singapore and China", Omega, Vol. 35 No. 1, pp. 22-38.
134. Thomke, S. (2003), "RandD comes to services. Bank of America's pathbreaking experiments", Harvard Business Review, Vol. 81 No. 4, pp. 70-79, 122.
135. Walter, A. (2003), "Relationship-specific factors influencing supplier involvement in customer new product development", Journal of Business Research, Vol. 56 No. 9, pp. 721-733.
136. Westh Nicolajsen, H. and Scupola, A. (2011), "Investigating issues and challenges for customer involvement in business services innovation", Journal of Business & Industrial Marketing, Vol. 26 No. 5, pp. 368-376.
137. Wheelwright, S. C. and Clark, K. B. (1992), "Creating project plans to focus product development", Harvard Business Review, Vol. 70 No. 2, pp. 67-82.
138. Wu, W.-Y., Chiag, C.-Y., Wu, Y.-J. and Tu, H.-J. (2004), "The influencing factors of commitment and business integration on supply chain management", Industrial Management & Data Systems, Vol. 104 No. 4, pp. 322-333.
139. Yee, R. W., Yeung, A. C. and Edwin Cheng, T. (2010), "An empirical study of employee loyalty, service quality and firm performance in the service industry", International Journal of Production Economics, Vol. 124 No. 1, pp. 109-120.
140. Yu, C.-MJ., Liao, T.-J. and Lin, Z.-D. (2006), "Formal governance mechanisms, relational governance mechanisms, and transaction-specific investments in supplier-manufacturer relationships", Industrial Marketing Management, Vol. 35 No. 2, pp. 128-139.
141. Zeelenberg, M. and Pieters, R. (2004), "Beyond valence in customer dissatisfaction: a review and new findings on behavioural responses to regret and disappointment in failed services", Journal of Business Research, Vol. 57 No. 4, pp. 445-455.
142. Zhao, X., Huo, B., Flynn, B. B. and Yeung, J. H. Y. (2008), "The impact of power and relationship commitment on the integration between manufacturers and customers in a supply chain", Journal of Operations Management, Vol. 26 No. 3, pp. 368-388.
143. Homans, G. C. (1958), "Social behavior as exchange", American Journal of Sociology, Vol. 63 No. 6, pp. 597-606.
144. Kumar, S., Luthra, S. and Haleem, A. (2013), "Customer involvement in greening the supply chain: an interpretive structural modeling methodology", Journal of Industrial Engineering International, Vol. 9 No. 1, pp. 1-13.
145. Lee, Y. and Cavusgil, S. T. (2006), "Enhancing alliance performance: the effects of contractualbased versus relational-based governance", Journal of Business Research, Vol. 59 No. 8, pp. 896-905.