Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/breach-of-trust-and-repair-the-impact-of-salespersons-words-and-22gpfQfeuk
References (79)
-
M. Ahearne, Ronald Jelinek, E. Jones (2007)
Examining the effect of salesperson service behavior in a competitive contextJournal of the Academy of Marketing Science, 35
-
Eric Fang, K. Evans, Tim Landry (2005)
Control systems’ effect on attributional processes and sales outcomes: A cybernetic information-processing perspectiveJournal of the Academy of Marketing Science, 33
-
Virginia Braun, Victoria Clarke
Please Scroll down for Article Qualitative Research in Psychology Using Thematic Analysis in Psychology -
R. Teas, James McElroy (1986)
Causal Attributions and Expectancy Estimates: A Framework for Understanding the Dynamics of Salesforce MotivationJournal of Marketing, 50
-
B. Weiner (1985)
An attributional theory of achievement motivation and emotion.Psychological review, 92 4
-
J. Colquitt, J. Rodell (2011)
Justice, Trust, and Trustworthiness: A Longitudinal Analysis Integrating Three Theoretical PerspectivesAcademy of Management Journal, 54
-
Robert Palmatier, R. Dant, Dhruv Grewal, K. Evans (2006)
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-AnalysisJournal of Marketing, 70
-
Edward Tomlinson, Brian Dineen, R. Lewicki (2004)
The Road to Reconciliation: Antecedents of Victim Willingness to Reconcile Following a Broken PromiseJournal of Management, 30
-
Ying-Hueih Chen, Jyh-Jeng Wu, Hsin-Tzu Chang (2013)
Examining the mediating effect of positive moods on trust repair in e-commerceInternet Res., 23
-
P. Desmet, D. Cremer, E. Dijk (2011)
In Money We Trust? The Use of Financial Compensations to Repair Trust in the Aftermath of Distributive HarmOrganizational Behavior and Human Decision Processes, 114
-
Troy Heffernan (2004)
Trust formation in cross‐cultural business‐to‐business relationshipsQualitative Market Research: An International Journal, 7
-
Zhenglin Zhang (2012)
The Study on Consumer Trust Repair Based on the Interaction of Person & EnvironmentProcedia Engineering, 29
-
Kapil Tuli, Ajay Kohli, Sundar Bharadwaj (2007)
Rethinking Customer Solutions: From Product Bundles to Relational ProcessesJournal of Marketing, 71
-
B. Božić (2017)
Consumer trust repair: A critical literature reviewEuropean Management Journal, 35
-
R. Bachmann, N. Gillespie, Richard Priem (2015)
Repairing Trust in Organizations and Institutions: Toward a Conceptual FrameworkOrganization Studies, 36
-
L. Zucker (1986)
Production of trust: Institutional sources of economic structure, 1840–1920.Research in Organizational Behavior
-
John Wood, James Boles, W. Johnston, D. Bellenger (2008)
Buyers’ Trust of the Salesperson: An Item-Level Meta-AnalysisJournal of Personal Selling & Sales Management, 28
-
C. Atkinson (2007)
Trust and the psychological contractEmployee Relations, 29
-
K. Nakayachi, M. Watabe (2005)
Restoring trustworthiness after adverse events: The signaling effects of voluntary “Hostage Posting” on trust☆Organizational Behavior and Human Decision Processes, 97
-
Hamida Skandrani, A. Triki, Boudour Baratli (2011)
Trust in supply chains, meanings, determinants and demonstrations: A qualitative study in an emerging market contextQualitative Market Research: An International Journal, 14
-
Robert Lount, Robert Lount, Chenbo Zhong, Niro Sivanathan, J. Murnighan (2008)
Getting Off on the Wrong Foot: The Timing of a Breach and the Restoration of TrustPersonality and Social Psychology Bulletin, 34
-
Robert Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller RelationshipsJournal of Marketing, 51
-
Roderick Kramer (1996)
Divergent Realities and Convergent Disappointments in the Hierarchic Relation: Trust and the Intuitive Auditor at Work -
D. Dowell, Troy Heffernan, Mark Morrison (2013)
Trust formation at the growth stage of a business‐to‐business relationshipQualitative Market Research: An International Journal, 16
-
A. Dixon, Rosann Spiro, Maqbul Jamil (2001)
Successful and Unsuccessful Sales Calls: Measuring Salesperson Attributions and Behavioral IntentionsJournal of Marketing, 65
-
G. Massey, Paul Wang, A. Kyngdon (2019)
Conceptualizing and modeling interpersonal trust in exchange relationships: The effects of incomplete model specificationIndustrial Marketing Management
-
Thematic analysis
-
L. Nowell, J. Norris, Deborah White, N. Moules (2017)
Thematic AnalysisInternational Journal of Qualitative Methods, 16
-
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
-
Oliver Schilke, M. Reimann, K. Cook (2013)
Effect of relationship experience on trust recovery following a breachProceedings of the National Academy of Sciences, 110
-
G. Bansal, F. Zahedi, D. Gefen (2016)
Do context and personality matter? Trust and privacy concerns in disclosing private information onlineInf. Manag., 53
-
G. Bansal, F. Zahedi (2015)
Trust violation and repair: The information privacy perspectiveDecis. Support Syst., 71
-
Neeli Bendapudi, Robert Leone (2003)
Psychological Implications of Customer Participation in Co-ProductionJournal of Marketing, 67
-
M. Frese, Nina Keith (2015)
Action errors, error management, and learning in organizations.Annual review of psychology, 66
-
J. Swan, M. Bowers, Lynne Richardson (1999)
Customer Trust in the Salesperson: An Integrative Review and Meta-Analysis of the Empirical LiteratureJournal of Business Research, 44
-
N. Gillespie, G. Dietz (2009)
Trust Repair After An Organization-Level FailureAcademy of Management Review, 34
-
E.Allan Lind, Laura Kray, Leigh Thompson (2001)
Primacy Effects in Justice Judgments: Testing Predictions from Fairness Heuristic Theory.Organizational behavior and human decision processes, 85 2
-
P. Kim, K. Dirks, Cecily Cooper (2009)
The Repair of Trust: A Dynamic Bilateral Perspective and Multilevel ConceptualizationAcademy of Management Review, 34
-
Using thematic analysis in psychology
Qualitative Research in Psychology, 3
-
Raj Agnihotri, Michael Krush (2015)
Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's managerJournal of Personal Selling & Sales Management, 35
-
Lorelle Frazer, Scott Weaven, J. Giddings, D. Grace (2012)
What went wrong? Franchisors and franchisees disclose the causes of conflict in franchisingQualitative Market Research: An International Journal, 15
-
Tilmann Betsch, S. Haberstroh, Beate Molter, A. Glöckner (2004)
Oops, I did it again--relapse errors in routinized decision makingOrganizational Behavior and Human Decision Processes, 93
-
V. Mahajan, E. Muller, F. Bass (1990)
New Product Diffusion Models in Marketing: A Review and Directions for Research:Journal of Marketing, 54
-
Robert Palmatier, M. Houston, R. Dant, Dhruv Grewal (2013)
Relationship Velocity: Toward a Theory of Relationship DynamicsJournal of Marketing, 77
-
V. Folkes (1988)
Recent Attribution Research in Consumer Behavior: A Review and New DirectionsJournal of Consumer Research, 14
-
Wolfgang Ulaga, W. Reinartz (2011)
Hybrid Offerings: How Manufacturing Firms Combine Goods and Services SuccessfullyJournal of Marketing, 75
-
Sylvie Lacoste (2014)
Coopetition and framework contracts in industrial customer-supplier relationshipsQualitative Market Research: An International Journal, 17
-
Ahir Gopaldas (2016)
A front-to-back guide to writing a qualitative research articleQualitative Market Research: An International Journal, 19
-
B. Weiner (2000)
Attributional Thoughts about Consumer BehaviorJournal of Consumer Research, 27
-
D. Druckman, R. Lewicki, Sarah Doyle (2019)
Repairing violations of trustworthiness in negotiationJournal of Applied Social Psychology
-
D. Ferrin, P. Kim, Cecily Cooper, K. Dirks (2007)
Silence speaks volumes: the effectiveness of reticence in comparison to apology and denial for responding to integrity- and competence-based trust violations.The Journal of applied psychology, 92 4
-
A. Ayios, Lisa Harris (2005)
Customer relationships in the e‐economy: mutual friends or just a veneering?Qualitative Market Research: An International Journal, 8
-
Edward Tomlinson, Christopher Nelson, Luke Langlinais (2020)
A cognitive process model of trust repairInternational Journal of Conflict Management
-
K. Dirks, P. Kim, D. Ferrin, Cecily Cooper (2011)
Understanding the effects of substantive responses on trust following a transgressionOrganizational Behavior and Human Decision Processes, 114
-
James Maxham, R. Netemeyer (2003)
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint HandlingJournal of Marketing, 67
-
Edward Tomlinson (2012)
The impact of apologies and promises on post‐violation trustInternational Journal of Conflict Management, 23
-
Sabina Siebert, G. Martin, B. Božić (2018)
Organizational recidivism’ and trust repair: a story of failed detectivesJournal of Organizational Effectiveness: People and Performance
-
John Shaw, E. Wild, J. Colquitt (2003)
To justify or excuse?: A meta-analytic review of the effects of explanations.The Journal of applied psychology, 88 3
-
Stephen Tax, Stephen Brown, Murali Chandrashekaran (1998)
Customer Evaluations of Service Complaint Experiences: Implications for Relationship MarketingJournal of Marketing, 62
-
P. Kim, D. Ferrin, Cecily Cooper, K. Dirks (2004)
Removing the shadow of suspicion: the effects of apology versus denial for repairing competence- versus integrity-based trust violations.The Journal of applied psychology, 89 1
-
Edward Tomlinson, Roger Mryer (2009)
The Role Of Causal Attribution Dimensions In Trust RepairAcademy of Management Review, 34
-
A. Grace, Lorelle Frazer, Scott Weaven, R. Dant (2016)
Building franchisee trust in their franchisor: insights from the franchise sectorQualitative Market Research: An International Journal, 19
-
M. Prince, C. Manolis, Susan Tratner (2009)
Qualitative analysis and the construction of causal modelsQualitative Market Research: An International Journal, 12
-
T. Brashear, James Boles, D. Bellenger, Charles Brooks (2003)
An empirical test of trust-building processes and outcomes in sales manager-salesperson relationshipsJournal of the Academy of Marketing Science, 31
-
Blair Sheppard, Dana Sherman (1998)
The Grammars of Trust: A Model and General ImplicationsAcademy of Management Review, 23
-
H. Sujan (1986)
Smarter versus Harder: An Exploratory Attributional Analysis of Salespeople's MotivationJournal of Marketing Research, 23
-
Jeff Johnson, R. Sohi (2014)
The curvilinear and conditional effects of product line breadth on salesperson performance, role stress, and job satisfactionJournal of the Academy of Marketing Science, 42
-
Promises and lies: restoring violated trust
Organizational Behavior and Human Decision Processes, 101
-
Carol Richards, G. Lawrence, D. Burch (2011)
Supermarkets and Agro-industrial FoodsFood, Culture & Society, 14
-
P. Kim, K. Dirks, Cecily Cooper, D. Ferrin (2006)
When more blame is better than less: The implications of internal vs. external attributions for the repair of trust after a competence- vs. integrity-based trust violationOrganizational Behavior and Human Decision Processes, 99
-
Lien Lamey, Barbara Deleersnyder, M. Dekimpe, J. Steenkamp (2007)
How Business Cycles Contribute to Private-Label Success: Evidence from the United States and EuropeJournal of Marketing, 71
-
M. Schweitzer, J. Hershey, Eric Bradlow (2004)
Promises and Lies: Restoring Violated TrustBehavioral & Experimental Economics
-
J. Baumann, Kenneth Meunier-Fitzhugh (2014)
Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?AMS Review, 4
-
Judith Sturges, Kathleen Hanrahan (2004)
Comparing Telephone and Face-to-Face Qualitative Interviewing: a Research NoteQualitative Research, 4
-
Antonina Bauman (2015)
The use of the repertory grid technique in online trust researchQualitative Market Research: An International Journal, 18
-
Goutam Challagalla, Brian Murtha, Bernard Jaworski (2014)
Marketing Doctrine: A Principles-Based Approach to Guiding Marketing Decision Making in FirmsJournal of Marketing, 78
-
H. Roschk, Susanne Kaiser (2013)
The nature of an apology: An experimental study on how to apologize after a service failureMarketing Letters, 24
-
Edward Tomlinson (2018)
The Contributions of Attribution Theories to Trust Research -
Ajay Kohli, Bernard Jaworski (1990)
Market Orientation: The Construct, Research Propositions, and Managerial ImplicationsJournal of Marketing, 54
- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 1352-2752
- DOI
- 10.1108/qmr-08-2019-0101
- Publisher site
- See Article on Publisher Site
Abstract
Building on prior trust repair research, this study aims to develop a more robust theoretical framework that describes trust repair strategies used by salespeople following a breach of trust.Design/methodology/approachTo achieve the aim of this paper, individual depth interviews with 18 professional salespeople, 4 sales executives and 7 purchasing agents were undertaken.FindingsThis paper examines the value of using trust repair strategies (e.g. restoration, regulation and verbal repair strategies) both in isolation and in conjunction. The results suggest that individual trust repair strategies operate through impacting different dimensions of justice, as justice provides a reliable indicator as to whether the salesperson can be trusted in the future. This paper also finds that combining multiple trust repair strategies can have an additive effect on trust.Originality/valueThis paper uses thematic analysis to inductively identify the effective trust repair strategies that are used by salespeople in actual exchange relationships while integrating these insights with the existing theoretical frameworks in the literature. It contributes to theory through creating a conceptual model explaining the breach of trust and trust repair process, introducing justice as a direct mediating mechanism between trust repair strategies and increased trust. The research also develops a new perspective on combining salesperson words and actions to repair trust. It also provides a managerial contribution through introducing an optimized approach to trust repair in buyer-seller relationships.
Journal
Qualitative Market Research An International Journal – Emerald Publishing
Published: Aug 3, 2021
Keywords: Trust; Justice theory; Trust repair; Breach of trust