Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
Jagdip Singh (1988)
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical IssuesJournal of Marketing, 52
Gilbert Churchill, Carol Surprenant (1982)
An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
Gilbert Churchill (1979)
A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 16
Stewart Macaulay (1963)
Non-contractual relations in business: a preliminary studyAmerican Sociological Review, 28
P. Ring, A. Ven (1994)
Developmental Processes of Cooperative Interorganizational RelationshipsAcademy of Management Review, 19
F. Webster (1992)
The Changing Role of Marketing in the CorporationJournal of Marketing, 56
Harald Biong, F. Selnes (1995)
Relational Selling Behavior and Skills in Long-term Industrial Buyer-Seller RelationshipsInternational Business Review, 4
Marsha Richins (1983)
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot StudyJournal of Marketing, 47
L. Metcalf, C. Frear, R. Krishnan (1992)
Buyer‐Seller Relationships: An Application of the IMP Interaction ModelEuropean Journal of Marketing, 26
C. Moorman, Rohit Deshpandé, G. Zaltman (1993)
Factors affecting trust in market research relationships.Journal of Marketing, 57
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
C. O'Neal (1989)
JIT procurement and relationship marketingIndustrial Marketing Management, 18
R. Bagozzi, L. Phillips (1982)
Representing and testing organizational theories: A holistic construal.Administrative Science Quarterly, 27
Ian Macneil (1980)
The new social contract: An inquiry into modern contractual relations
L. Hallén, J. Johanson, Nazeem Seyed-Mohamed (1991)
Interfirm Adaptation in Business RelationshipsJournal of Marketing, 55
J. Rotter (1967)
A new scale for the measurement of interpersonal trust.Journal of personality, 35 4
F. Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller Relationships:Journal of Marketing, 51
Robert Axelrod, William Hamilton (1984)
The evolution of cooperation.Science, 211 4489
Annika Ravald, C. Grönroos (1996)
The value concept and relationship marketingEuropean Journal of Marketing, 30
Douglas Behrman, W. Perreault (1982)
Measuring the performance of industrial salespersonsJournal of Business Research, 10
James Anderson, James Narus (1990)
A Model of Distributor Firm and Manufacturer Firm Working PartnershipsJournal of Marketing, 54
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
R. Kanter (1994)
Collaborative advantage: The art of alliancesHarvard Business Review, 72
D. Campbell (1955)
The Informant in Quantitative ResearchAmerican Journal of Sociology, 60
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
Jeffrey Bradach, R. Eccles (1989)
Price, Authority, and Trust: From Ideal Types to Plural FormsReview of Sociology, 15
J. Arndt (1979)
Toward a Concept of Domesticated MarketsJournal of Marketing, 43
R. Howell (1987)
Covariance Structure Modeling and Measurement Issues: A Note on “Interrelations among a Channel Entity's Power Sources”Journal of Marketing Research, 24
C. Hovland, W. Weiss (1951)
The Influence of Source Credibility on Communication EffectivenessPublic Opinion Quarterly, 15
F. Selnes (1993)
An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and LoyaltyJournal of Product & Brand Management
D. Ford (1980)
The Development of Buyer‐Seller Relationships in Industrial MarketsEuropean Journal of Marketing, 14
D. Cravens, Ken Grant, T. Ingram, R. Laforge, C. Young (1992)
In Search of Excellent Sales OrganizationsEuropean Journal of Marketing, 26
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
J. Swan, I. Trawick, David Silva (1985)
How industrial salespeople gain customer trustIndustrial Marketing Management, 14
J. Sheth, Atul Parvatiyar (1995)
The evolution of relationship marketingInternational Business Review, 4
T. Bonoma (1976)
Conflict, cooperation and trust in three power systemsSystems Research and Behavioral Science, 21
Toivo Aijo (1996)
The theoretical and philosophical underpinnings of relationship marketing: Environmental factors behind the changing marketing paradigmEuropean Journal of Marketing, 30
(1960)
Consumer Behavior as Risk Taking
Patrick Robinson, Charles Faris, Y. Wind (1967)
Industrial buying and creative marketing
J. Armstrong, Terry Overton (1977)
Estimating Nonresponse Bias in Mail SurveysJournal of Marketing Research, 14
E. Anderson (1994)
Cross-category variation in customer satisfaction and retentionMarketing Letters, 5
C. Grönroos (1992)
Service Management and Marketing: Managing the Moments of Truth in Service Competition
Gary Frazier, Raymond Rody (1991)
The Use of Influence Strategies in Interfirm Relationships in Industrial Product ChannelsJournal of Marketing, 55
Gary Frazier, John Summers (1984)
Interfirm Influence Strategies and Their Application within Distribution ChannelsJournal of Marketing, 48
C. Sabel (1993)
Studied Trust: Building New Forms of Cooperation in a Volatile EconomyHuman Relations, 46
Ajay Kohli, Bernard Jaworski (1990)
Market Orientation: The Construct, Research Propositions, and Managerial ImplicationsJournal of Marketing, 54
The perspective of marketing has changed from regarding marketing as a series of independent transactions to a dynamic process of establishing, maintaining and enhancing relationships. In an emerging theory of relationship marketing, both trust and satisfaction are core concepts in understanding the dynamics of how relationships evolve. Although the literature has thoroughly examined both trust and satisfaction, the interrelationship between them, including their consequences and antecedents, has not yet been addressed properly. We propose that the development of buyer‐seller relationships can be understood as a sequence of decisions buyers make regarding whether they should enter a relationship, continue a relationship, or enhance the scope of a relationship. These are different kinds of decisions where satisfaction and trust are likely to play different roles in risk reductions depending on the nature of the decision to be made. In a study of institutional buyers of a food producer we find that satisfaction and trust are complementary in the sense that trust is a key variable when decisions are related to enhancement in scope of the relationship, whereas satisfaction is a key variable when the issue is relationship continuity.
European Journal of Marketing – Emerald Publishing
Published: Apr 1, 1998
Keywords: Buyer‐seller relationships; Customer loyalty; Customer satisfaction; Relationship marketing; Trust
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.