Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/the-interrelationship-of-retailer-s-relationship-efforts-and-consumers-IQdtw27zBR
References (70)
-
M. Hill, C. Tiedeman (2005)
Evaluating Model Fit -
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
-
L. Berry, A. Parasuraman (1991)
Marketing Services: Competing Through Quality -
L. Berry, L. Gresham (1986)
Relationship retailing: transforming customers into clientsBusiness Horizons, 29
-
R. Masterson, D. Pickton (2004)
Marketing : An Introduction -
Li-tze Hu, P. Bentler (1999)
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternativesStructural Equation Modeling, 6
-
K. Jöreskog, D. Sörbom (1997)
Lisrel 8: User's Reference Guide -
Jerome Williams, Sang‐Lin Han, W. Qualls (1998)
A Conceptual Model and Study of Cross-Cultural Business RelationshipsJournal of Business Research, 42
-
Arjun Chaudhuri, M. Holbrook (2001)
The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand LoyaltyJournal of Marketing, 65
-
T. Hennig-Thurau, Alexander Klee (1997)
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model developmentPsychology & Marketing, 14
-
Barry Wray, A. Palmer, D. Bejou (1994)
Using Neural Network Analysis to Evaluate Buyer‐Seller RelationshipsEuropean Journal of Marketing, 28
-
S. Graves, David Kletter, W. Hetzel, Ruth Bolton (1994)
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of SatisfactionMarketing Science, 17
-
The word ''bonding'' refers more to an on-going process, and ''bonds'' to a relationship that has already been established -
G. Odekerken-Schröder, K. Wulf, P. Schumacher (2003)
Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personalityJournal of Business Research, 56
-
C. Moorman, Rohit Deshpandé, G. Zaltman (1993)
Factors affecting trust in market research relationships.Journal of Marketing, 57
-
David Wilson (1995)
An integrated model of buyer-seller relationshipsJournal of the Academy of Marketing Science, 23
-
R.H. Turner
Family Interaction -
S. Beatty, M. Mayer, J. Coleman, K. Reynolds, Jung-ki Lee (1996)
Customer-sales associate retail relationshipsJournal of Retailing, 72
-
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
-
K. Storbacka, T. Strandvik, C. Grönroos (1994)
Managing Customer Relationships for Profit: The Dynamics of Relationship QualityInternational Journal of Service Industry Management, 5
-
10.1007/BF02723327
-
L. Scheer, L. Stern (1992)
The Effect of Influence Type and Performance Outcomes on Attitude toward the InfluencerJournal of Marketing Research, 29
-
Robert Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller RelationshipsJournal of Marketing, 51
-
T. Li, R. Calantone (1998)
The Impact of Market Knowledge Competence on New Product Advantage: Conceptualization and Empirical ExaminationJournal of Marketing, 62
-
J. Steenkamp, H. Trijp (1991)
The use of LISREL in validating marketing constructs.International Journal of Research in Marketing, 8
-
Kristof Wulf, G. Odekerken-Schröder, D. Iacobucci (2001)
Investments in Consumer Relationships: A Cross-Country and Cross-Industry ExplorationJournal of Marketing, 65
-
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
Niren Sirohi, E. Mclaughlin, D. Wittink (1998)
A model of consumer perceptions and store loyalty intentions for a supermarket retailerJournal of Retailing, 74
-
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
-
B. Ghosh, M. Ling (1994)
Total Quality Management in ServicesThe Tqm Magazine, 6
-
R. Bennett (1996)
Relationship formation and governance in consumer markets: Transactional analysis versus the behaviourist approachJournal of Marketing Management, 12
-
Richard Christy, G. Oliver, J. Penn (1996)
Relationship marketing in consumer marketsJournal of Marketing Management, 12
-
Renée Fontenot, Elizabeth Wilson (1997)
Relational exchange: A review of selected models for a prediction matrix of relationship activitiesJournal of Business Research, 39
-
10.1177/002224299405800201
-
J. Smith (1998)
Buyer–Seller relationships: Similarity, relationship management, and qualityPsychology & Marketing, 15
-
E. Anderson, Barton Weitz (1989)
Determinants of Continuity in Conventional Industrial Channel DyadsMarketing Science, 8
-
Gregory Gundlach, P. Murphy (1993)
Ethical and Legal Foundations of Relational Marketing ExchangesJournal of Marketing, 57
-
J. Heskett, T. Jones, Gary Loveman, W. Sasser, L. Schlesinger (1994)
Putting the Service-Profit Chain to WorkHarvard Business Review, 72
-
B.C. Ghosh, M.T. Ling
Total quality management in services: the case of Singapore's advertising industry -
Shankar Ganesan (1994)
Determinants of Long-Term Orientation in Buyer-Seller Relationships:Journal of Marketing, 58
-
R. Hoyle, A. Panter (1995)
Writing about structural equation models. -
Alan Dick, K. Basu (1994)
Customer loyalty: Toward an integrated conceptual frameworkJournal of the Academy of Marketing Science, 22
-
J. Hair (1972)
Multivariate data analysisInternational Statistical Review, 40
-
Yong-Soon Kang, Nancy Ridgway (1996)
The Importance of Consumer Market Interactions as a Form of Social Support for Elderly ConsumersJournal of Public Policy & Marketing, 15
-
Jonathan Frenzen, H. Davis (1990)
Purchasing Behavior in Embedded MarketsJournal of Consumer Research, 17
-
10.1002/9781118619179
-
K. Joreskog, D. Sorborn
LISREL 8: Manual -
Barton Weitz, Kevin Bradford (1999)
Personal selling and sales management: A relationship marketing perspectiveJournal of the Academy of Marketing Science, 27
-
10.1177/002224299706100203
-
A. Parasuraman (1997)
Reflections on gaining competitive advantage through customer valueJournal of the Academy of Marketing Science, 25
-
L. Hildebrandt (1987)
Consumer retail satisfaction in rural areas: A reanalysis of survey data☆Journal of Economic Psychology, 8
-
M. Pritchard, M. Havitz, D. Howard (1999)
Analyzing the commitment-loyalty link in service contextsJournal of the Academy of Marketing Science, 27
-
10.1177/002224299305700106
-
G.J. McCall
The social organization of relationships -
Lawrence Crosby, K. Evans, D. Cowles (1990)
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:Journal of Marketing, 54
-
L. O’Brien, C. Jones (1995)
Do Rewards Really Create LoyaltyLong Range Planning, 4
-
Gregory Gundlach, R. Achrol, J. Mentzer (1995)
The Structure of Commitment in ExchangeJournal of Marketing, 59
-
R. Bagozzi (1995)
Reflections on relationship marketing in consumer marketsJournal of the Academy of Marketing Science, 23
-
K.A. Bollen
Structural Equations with Latent Variables -
S. Andaleeb (1996)
An experimental investigation of satisfaction and commitment in marketing channels: The role of trust and dependenceJournal of Retailing, 72
-
K. Wulf, G. Odekerken-Schröder (2003)
Assessing the Impact of a Retailer's Relationship Efforts on Consumers' Attitudes and BehaviorJournal of Retailing and Consumer Services, 10
-
Uta Jüttner, H. Wehrli (1994)
Relationship Marketing from a Value System PerspectiveInternational Journal of Service Industry Management, 5
-
A. Parasuraman, V. Zeithaml, L. Berry (1994)
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further ResearchJournal of Marketing, 58
-
10.1177/002224299005400306
-
K. Gwinner, Dwayne Gremler, M. Bitner (1998)
Relational benefits in services industries: The customer’s perspectiveJournal of the Academy of Marketing Science, 26
-
R. Bagozzi, Youjae Yi (1988)
On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 16
-
L. Berry (1995)
Relationship marketing of services—growing interest, emerging perspectivesJournal of the Academy of Marketing Science, 23
-
(2001)
consumers’ attitude and behavior’ -
T. Baker, P. Simpson, Judy Siguaw (1999)
The impact of suppliers' perceptions of reseller market orientation on key relationship constructsJournal of the Academy of Marketing Science, 27
-
J. Nunnally, McGraw-Hill New (1978)
Psychometric Theory: NY.
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1368-3047
- DOI
- 10.1108/13683040810864350
- Publisher site
- See Article on Publisher Site
Abstract
Purpose – The purpose of this paper is to develop and empirically test a model for examination of the impact of different relationship efforts (financial bonding, social bonding, and structural bonding) made by a retailer on key relationship marketing outcomes (trust, relationship commitment, and behavioral loyalty). Design/methodology/approach – A cross department study in the financial services industry was conducted based on three consumer samples (Department of Loans, Deposits, and Credit Cards) drawn from XYZ Bank, one of the most famous banks providing merchant banking services in Taiwan. Findings – SEM results indicate that retailers undertaking relationship efforts to loyal consumers can positively affect these consumers' attitudes and behavior. Besides, the findings suggest that financial services with dissimilar attributes need different kinds and levels of service and relationship efforts. Originality/value – Consequently, managers and employees of retail banks need to be trained, motivated, and rewarded for making relationship efforts to regular consumers.
Journal
Measuring Business Excellence – Emerald Publishing
Published: Mar 21, 2008
Keywords: Trust; Consumers; Retailers; Attitudes; Behaviour