Building inter-firm relationships online: perspectives from the Australian internet banking industry

International Journal of Internet Marketing and Advertising

Volumn 1, Issue 4, 2004, Pages 371-387

  Rao, Sally ^a  

^a UNIVERSITY OF ADELAIDE   (Australia)

Author keywords

inter firm relationship; internet banking; internet use; relationship marketing; structural and social bonds

Indexed keywords

EID: 84961564009     PISSN: 14775212     EISSN: 17418100     Source Type: Journal    
DOI: 10.1504/IJIMA.2004.006330     Document Type: Article

References (83)

1. Achrol, R. (1997) ‘Changes in the theory of inter-organizational relations in marketing: toward a network paradigm’, Journal of the Academy of Marketing Science, Vol. 25, No. 1, pp.56–72.
2. Andaleeb, S.S. (1995) ‘Dependence relations and the moderating role of trust: implications for behavioral intentions in marketing channels’, International Journal of Research in Marketing, Vol. 12, No. 2, pp.157–217.
3. Anderson, J.C. and Gerbing, D.W. (1988) ‘Structural equation modeling in practice: a review and recommended two-step approach’, Psychological Bulletin, Vol. 103, No. 3, pp.411–423.
4. Anderson, J.C. and Narus, J.A. (1990) ‘A model of distributor firm and manufacture firm working partnerships’, Journal of Marketing, Vol. 54, No. 1, pp.42–59.
5. Archer, N. and Yuan, Y. (2000) ‘Managing business-to-business relationships throughout the e-commerce procurement life cycle’, Internet Research: Electronic Networking Applications and Policy, Vol. 10, No. 5, pp.385–395.
6. Australian Bureau of Statistics (ABS) (2000) Business Use of Information Technology (8129.0), Australian Government Publishing Service Media Release, Canberra.
7. Australian Bureau of Statistics (ABS) (2001) Australians Embrace the Internet, Australian Government Publishing Service Media Release, Canberra.
8. Avlonitis, G.J. and Karayanni, D.A. (2000) ‘The impact of internet use on business-to-business marketing: examples from American and European companies’, Industrial Marketing Management, Vol. 29, No. 5, pp.441–459.
9. Bakos, J.Y. (1991) ‘A strategic analysis of electronic marketplaces’, MIS Quarterly, Vol. 15, No. 3, pp.295–310.
10. Barnes, J.G. and Cumby, J.A. (2002) ‘Establishing customer relationships on the internet requires more than technology’, Australasian Marketing Journal, Vol. 10, No. 1, pp.36–46.
11. Bauer, H.H., Grether, M. and Leach, M. (2002) ‘Building customer relations over the internet’, Industrial Marketing Management, Vol. 31, No. 2, pp.155–163.
12. Berry, L. and Parasuraman, A. (1993) ‘Building a new academic field: the case of services marketing’, Journal of Retailing, Vol. 69, No. 1, pp.13–60.
13. Berthon, P., Pitt, L. and Watson, R.T. (1996) ‘The World Wide Web as an advertising medium: toward an understanding of conversion efficiency’, Journal of Advertising Research, Vol. 36, No. 1, pp.43–55.
14. Bhat, R., Runciman, C. and Chaston, I. (2001) ‘Enhancing customer relationships through e-distribution technology: a real world case study of a sporting goods distributor’, Proceedings of the Australian New Zealand Marketing Academy Conference, Auckland.
15. Bickerton, P., Bickerton, M. and Simpson-Holley, K. (1999) Cyberstrategy, Butterworth Heinemann, Oxford.
16. Bitner, M.J. (2001) ‘Service and technology: opportunities and paradoxes’, Managing Service Quality, Vol. 11, No. 6, pp.375–379.
17. Blois, K. (1998) ‘Don’t all firms have relationships?’, Journal of Business and Industrial Marketing, Vol. 13, No. 3, pp.256–269.
18. Bobbitt, L.M. and Pratibha, A.D. (2001) ‘Integrating attitudinal theories to understand and predict use of technology-based self-service: the internet as an illustration’, International Journal of Service Industry Management, Vol. 12, No. 5, pp.423–450.
19. Boyle, B.A. (2001) ‘The internet in industrial channels: its use in (and effects on) exchange relationships’, Journal of Business and Industrial Marketing, Vol. 16, No. 6, pp.452–469.
20. Burke, R.R. (1997) ‘Do you see what I see? The future of virtual shopping’, Journal of the Academy of Marketing Science, Vol. 25, No. 4, pp.352–360.
21. Buttle, F. and Ahmad, R. (1999) ‘Bonding with customers’, Academy of Marketing Conference, University of Stirling, UK.
22. Claycomb, C. and Martin, C. (2001) ‘Building customer relationships: an inventory of service providers’ objectives and practices’, Marketing Intelligence and Planning, Vol. 19, No. 6, pp.385–399.
23. CyberAtlas (2002) EU B2B Expected to Explode, 24 March, http://cyberatlas.Internet.com/markets/b2b.
24. Doney, P.M and Cannon, J.P. (1997) ‘An examination of the nature of trust in buyer-seller relationships’, Journal of Marketing, Vol. 61, No. 2, pp.35–51.
25. Dreze, X.Z. (1997) ‘Testing web site design and promotional content’, Journal of Advertising Research, Vol. 37, No. 2, pp.77–91.
26. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987) ‘Developing buyer-seller relationships’, Journal of Marketing, Vol. 51, No. 2, pp.11–27.
27. Evans, J.R. and King, V.E. (1999) ‘Business-to-business marketing and the World Wide Web: planning, managing and assessing web sites’, Industrial Marketing Management, Vol. 28, pp.343–358.
28. Fontenot, R.J. and Vlosky, R.P. (1998) ‘Exploratory study of internet buyer-seller relationships’, Proceedings of the American Marketing Association Winter Conference, pp.169–170.
29. Forrest, E. and Mizerski, R. (1995) Interactive Marketing: The Future and the Present, NTC Business Books, Lincolnwood.
30. Frazier, G., Gill, J.D. and Kale, S.H. (1989) ‘Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country’, Journal of Marketing, Vol. 53, No. 1, pp.50–69.
31. Ganesan, S. (1994) ‘Determinants of long-term orientation in buyer-seller relationships’, Journal of Marketing, Vol. 58, No. 2, pp.1–19.
32. Garbarino, E. and Johnson, M.S. (1999) ‘The different roles of satisfaction, trust and commitment in customer relationships’, Journal of Marketing, Vol. 63, No. 2, pp.70–87.
33. Gatignon, H. and Robertson, T. (1989) ‘Technology diffusion: an empirical test of competitive effects’, Journal of Marketing, Vol. 53, No. 1, pp.35–49.
34. Geiger, S. and Martin, S. (1999) ‘The internet as a relationship marketing tool - some evidence from Irish companies’, Irish Marketing Review, Vol. 12, No. 2, pp.25–36.
35. Gillenson, M., Sherrell, D. and Chen, L. (1999) ‘Information technology as the enabler of one-to-one marketing’, Communications of the Association for Information Systems, 24 January, http://cais.isworld.org/articles/2–18/article.htm.
36. Griffith, D.A. and Palmer, J.W. (1999) ‘Leveraging the web for corporate success’, Business Horizons, Vol. 42, No. 1, pp.3–11.
37. Heide, J. and John, G. (1988) ‘The role of dependence balancing in safeguarding transaction-specific assets in conventional channels’, Journal of Marketing, Vol. 52, No. 1, pp.20–35.
38. Hennig-Thurau, T. and Hansen, U. (2000) ‘Relationship marketing: some reflections on the state-of-the-art of the relational concept’, in Henning-Thurau, T. and Hansen, U. (Eds.): Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention, Springer-Verlag, New York.
39. Hoffman, D., Novak, T.P. and Peralta, M. (1999) Building Consumer Trust in Online Environments: The Case for Information Privacy, 26 March, http://www2000,ogsm, Vanderbilt.edu.
40. Hoffman, D.L. and Novak, T.P. (1996) ‘Marketing in hypermedia computer-mediated environments: conceptual foundations’, Journal of Marketing, Vol. 60, No. 3, pp.50–68.
41. Holmes-Smith, P. and Rowe, K.J. (1994) The Development and Use of Congeneric Measurement Models in School Effectiveness Research: Improving the Reliability and Validity of Composite and Latent Variables for Fitting Multilevel and Structural Equation Models, The International Congress for School Effectiveness and Improvement, Melbourne.
42. Houston, D.A. (2001) ‘Trust in the networked economy: doing business on web time’, Business Horizons, Vol. 44, No. 1, pp.38–44.
43. Jap, S.D. and Ganesan, S. (2000) ‘Control mechanism and the relationship life cycle: implications for safeguarding specific investments and developing commitment’, Journal of Marketing Research, Vol. 37, No. 2, pp.53–70.
44. Jap, S.D., Manolis, C. and Weitz, B. (1999) ‘Relationship quality and buyer-seller interactions in channels of distribution’, Journal of Business Research, Vol. 46, pp.303–313.
45. Joreskog, K. and Sorbom, D. (1996) LISREL 8: User’s Reference Guide, Chicago, Scientific Software International.
46. Keith, J.E., Jackson, D.W. and Crosby, L.A. (1990) ‘Effects of alternative types of influence strategies under different channel dependence structures’, Journal of Marketing, Vol. 54, No. 3, pp.30–41.
47. Kolesar, M. and Galbraith, R. (2000) ‘A service-marketing perspective on e-retailing: implications for e-retailers and directions for further research’, Internet Research: Electronic Networking Applications and Policy, Vol. 10, No. 5, pp.65–87.
48. Lewis, M.C. and Lambert, D.M. (1991) ‘A model of channel member performance, dependence and satisfaction’, Journal of Retailing, Vol. 67, No. 2, pp.205–225.
49. Luo, X. (2002) ‘Trust production and privacy concerns on the internet; a framework based on relationship marketing and social exchange theory’, Industrial Marketing Management, Vol. 31, No, 2, pp.111–118.
50. Mattson, L.G. (1985) ‘An application of a network approach to marketing: defending and changing marketing positions’, in Dholakia, N. and Arndt, J. (Eds.): Changing the Course of Marketing Alternative and Paradigms for Widening Marketing Theory, JAI press, Greenwich.
51. Morgan, R. and Hunt, S. (1994) ‘The commitment-trust theory of relationship marketing’, Journal of Marketing, Vol. 58, No. 3, pp.20–38.
52. Morrison, D. and Firmsone, J. (2000) ‘The social function of trust and implications for e-commerce’, International Journal of Advertising, Vol. 19, No. 2, pp.599–623.
53. Palmer, A. (1994) ‘Relationship marketing: back to basics?’, Journal of Marketing Management, Vol. 10, No. 3, pp.571–579.
54. Patterson, P. and Smith, T. (2001) ‘Modeling relationship strength across service types un an Eastern culture’, International Journal of Service Industry Management, Vol. 12, No. 2, pp.90–113.
55. Paulin, M., Perrien, J. and Ferguson, R. (1997) ‘Relational contract norms and the effectiveness of commercial banking relationships’, International Journal of Service Industry Management, Vol. 8, No. 5, pp.435–457.
56. Pavlou, P.A. (2003) ‘Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model’, International Journal of Electronic Commerce, Vol. 7, No. 3, pp.101–135.
57. Perry, C., Cavaye, A. and Coote, L. (2002) ‘Technical and social bonds within business-to-business relationships’, Journal of Business and Industrial Marketing, Vol. 17, No. 1, pp.75–88.
58. Peterson, R.M. and Lucas, G.H. (1996) ‘Consumers and technology: are we creating relationships or distance?’, Proceedings of the Research Conference in Relationship Marketing, Atlanta.
59. Pires, G.D. and Aisbett, J. (2002) ‘The relationship between technology adoption and strategy in business-to-business markets: the case of e-commerce’, Industrial Marketing Management, Vol. 32, No. 4, pp.291–300.
60. Poon, S. and Jevons, C. (1997) ‘Internet-enabled international marketing: a small business network perspective’, Journal of Marketing Management, Vol. 13, No. 1, pp.29–41.
61. Poon, S. and Jevons, C. (1997) ‘Internet-enabled international marketing: a small business network perspective’, Journal of Marketing Management, Vol. 13, pp.29–41.
62. Poon, S. and Swatman, P. (1996) Internet-Enabled Strategic Advantage: A New Perspective on Small Business Inter-Organisational Relationships, Working paper, Swinburne University of Technology, Melbourne.
63. Proenca, J. and Castro, L.M. (1998) ‘Relationships in banking’, in Naudé, P. and Turnbull, P.W. (Eds.): Network Dynamics in International Marketing, Elsevier.
64. Quelch, J.A. and Klein, L.R. (1996) ‘The internet and international marketing’, Sloan Management Review, Vol. 38, No. 3, pp.60–75.
65. Ratnasingham, P. (1998) ‘The importance of trust in electronic commerce’, Internet Research: Electronic Networking Applications and Policy, Vol. 8, No. 4, pp.313–321.
66. Ratnasingham, P. (2000) ‘The influence of power on trading partner trust in electronic commerce’, Internet Research: Electronic Networking Applications and Policy, Vol. 10, No. 1, pp.53–63.
67. Reddy, S.K. and Czepiel, J.A. (1999) ‘Measuring and modeling the effects of long-term buyer-seller relationships in corporate financial services markets’, Journal of Business Research, Vol. 46, No. 3, pp.235–244.
68. Schubert, P. and Selz, D. (1999) ‘Web assessment - measuring the effectiveness of electronic commerce sites going beyond traditional marketing paradigms’, Proceedings of the 32nd HICSS Conference, Hawaii.
69. Shepherd, K., Abkowitz, M. and Cohen, M.A. (2001) ‘Online corporate environmental reporting: improvements and innovation to enhance stakeholder value’, Corporate Environmental Strategy, Vol. 8, No. 4, pp.307–315.
70. Sheth, J.N. and Parvatiyar, A. (1995) ‘Relationship marketing in consumer markets: antecedents and consequences’, Journal of the Academy of Marketing Science, Vol. 23, No. 4, pp.255–271.
71. Siguaw, J.A., Simpson, P.M. and Baker, T.L. (1998) ‘Effect of supplier market orientation and channel relationship: the distributor perceptive’, Journal of Marketing, Vol. 62, No. 3, pp.99–111.
72. Smith, M.L. (1998) ‘One to one: put the customer in the information driver seat and build better relationships’, Direct Marketing, Vol. 60, No. 9, pp.37–40.
73. Suh, B. and Han, I. (2003) ‘The impact of customer trust and perception of security control on the acceptance of electronic commerce’, International Journal of Electronic Commerce, Vol. 7, No. 3, pp.135–172.
74. Sujan, H. (1986) ‘Smarter versus harder: an exploratory attributional analysis of salespeople’s motivation’, Journal of Marketing Research, Vol. 23, No. 1, pp.41–49.
75. Sweeney, A. (2000) The Internet and Customer Relationships in a Financial Institution, PhD thesis, University of Southern Queensland, Toowoomba.
76. Teich, J., Wallenius, H. and Wallenius, J. (1999) ‘World-Wide-Web technology on support of negotiation and communication’, International Journal of Technology Management, Vol. 17, Nos. 1–2, pp.223–239.
77. The National Office for the Information Economy (NOIE) (2001) B2B E-Commerce: Capturing Value Online, Canberra.
78. Thunman, G. and Seyed-Mohamed, N. (1994) ‘The inter-connectiveness of bonds in buyer-seller relationships: the case of bank services’, 10th IMP Group Annual Conference, University of Groningen.
79. Vlosky, R.P., Fontenot, R. and Blalock, L. (2000) ‘Extranet: impacts on business practices and relationships’, Journal of Business and Industrial Marketing, Vol. 15, No. 6, pp.438–457.
80. Warrington, T.B., Abgrab, N.J. and Caldwell, H.M. (2000) ‘Building trust to develop competitive advantage in e-business relationships’, Competitiveness Review, Vol. 10, No. 2, pp.160–168.
81. Wilson, D.T. and Jantrannia, S. (1994) ‘Understanding the value of a relationship’, Asia Australia Marketing Journal, Vol. 2, No. 1, pp.55–66.
82. Wilson, D.T. and Mummalaneni, V. (1986) ‘Bonding and commitment in supplier relationship: a preliminary conceptualisation’, Industrial Marketing and Purchasing, Vol. 1, No. 3, pp.44–58.
83. Zhu, F.X., Wymer, W. and Chen, I. (2002) ‘IT-based services and service quality in consumer banking’, International Journal of Service Industry Management, Vol. 13, No. 1, pp.69–90.