IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v109y2020icp375-384.html
   My bibliography  Save this article

Examining the effects of mutual information sharing and relationship empathy: A social penetration theory perspective

Author

Listed:
  • Mangus, Stephanie M.
  • Bock, Dora E.
  • Jones, Eli
  • Folse, Judith Anne Garretson

Abstract

Most studies that explore the role of mutual information sharing in buyer-seller relationships focus on disclosure between parties; however, the literature largely ignores the content of such disclosures. This article investigates the role of disclosure content between buyers and sellers in generating important relationship outcomes. Data from qualitative interviews uncover the presence of both business and personal content in the information shared between a salesperson and their customers. Using matched survey responses from salesperson-customer dyads and secondary performance data, our work demonstrates that both types of disclosure content significantly affect relationship outcomes, with positive effects on customer-felt relationship empathy, trust, and sales performance. Further, we show that customer-felt relationship empathy has a stronger effect on trust in newer relationships, signaling the strength of customer-felt relationship empathy as a relationship-building tool. These findings empirically show that the content of disclosures between buyers and sellers is a critical driver of relationship performance.

Suggested Citation

  • Mangus, Stephanie M. & Bock, Dora E. & Jones, Eli & Folse, Judith Anne Garretson, 2020. "Examining the effects of mutual information sharing and relationship empathy: A social penetration theory perspective," Journal of Business Research, Elsevier, vol. 109(C), pages 375-384.
    • Handle: RePEc:eee:jbrese:v:109:y:2020:i:c:p:375-384
    DOI: 10.1016/j.jbusres.2019.12.019
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296319307854
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2019.12.019?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
    2. Sin, Leo Y. M. & Tse, Alan C. B. & Yau, Oliver H. M. & Chow, Raymond P. M. & Lee, Jenny S. Y. & Lau, Lorett B. Y., 2005. "Relationship marketing orientation: scale development and cross-cultural validation," Journal of Business Research, Elsevier, vol. 58(2), pages 185-194, February.
    3. Wynne W. Chin & Barbara L. Marcolin & Peter R. Newsted, 2003. "A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study," Information Systems Research, INFORMS, vol. 14(2), pages 189-217, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Surajit Bag & Gautam Srivastava & Anass Cherrafi & Ahad Ali & Rajesh Kumar Singh, 2024. "Data‐driven insights for circular and sustainable food supply chains: An empirical exploration of big data and predictive analytics in enhancing social sustainability performance," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 1369-1396, February.
    2. Xiangdong Shen & Junbin Wang, 2024. "How short video marketing influences purchase intention in social commerce: the role of users’ persona perception, shared values, and individual-level factors," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    3. Stephanie M. Mangus & Eli Jones & Judith Anne Garretson Folse & Shrihari Sridhar, 2020. "The interplay between business and personal trust on relationship performance in conditions of market turbulence," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1138-1155, November.
    4. Meng-Xun Ho & Hideyoshi Yanagisawa, 2023. "Design for Well-Being and Sustainability: A Conceptual Framework of the Peer-to-Peer Sharing and Reuse Platform in the Circular Economy," Sustainability, MDPI, vol. 15(11), pages 1-17, May.
    5. Locander, David A. & Locander, Jennifer A. & Weinberg, Frankie J., 2020. "How salesperson traits and intuitive judgments influence adaptive selling: A sensemaking perspective," Journal of Business Research, Elsevier, vol. 118(C), pages 452-462.
    6. Chang, Woojung, 2022. "The effectiveness of AI salesperson vs. human salesperson across the buyer-seller relationship stages," Journal of Business Research, Elsevier, vol. 148(C), pages 241-251.
    7. Vieira, Valter Afonso & Fernandes de Negreiros, Leticia & Agnihotri, Raj & Bakeshloo, Khashayar Afshar, 2021. "Perceptual differences regarding leadership between the store manager and employees and its impact on frontline sales performance: A research note," Journal of Retailing, Elsevier, vol. 97(3), pages 347-358.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hani, Umme & Akter, Shahriar & Wickramasinghe, Ananda & Kattiyapornpong, Uraiporn, 2021. "How does relationship quality sustain the rich world’s poorest businesses?," Journal of Business Research, Elsevier, vol. 133(C), pages 297-308.
    2. Hazem Ali & Ting Chen & Yunhong Hao, 2021. "Sustainable Manufacturing Practices, Competitive Capabilities, and Sustainable Performance: Moderating Role of Environmental Regulations," Sustainability, MDPI, vol. 13(18), pages 1-19, September.
    3. Claudio Vitari & Elisabetta Raguseo, 2016. "Big data value and financial performance: an empirical investigation [Digital data, dynamic capability and financial performance: an empirical investigation in the era of Big Data]," Post-Print halshs-01923271, HAL.
    4. Mario Silic & Andrea Back, 2016. "The Influence of Risk Factors in Decision-Making Process for Open Source Software Adoption," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 151-185, January.
    5. Gupta, Prashant & Seetharaman, A. & Raj, John Rudolph, 2013. "The usage and adoption of cloud computing by small and medium businesses," International Journal of Information Management, Elsevier, vol. 33(5), pages 861-874.
    6. Asif Khan & Chih-Cheng Chen & Kwanrat Suanpong & Athapol Ruangkanjanases & Santhaya Kittikowit & Shih-Chih Chen, 2021. "The Impact of CSR on Sustainable Innovation Ambidexterity: The Mediating Role of Sustainable Supply Chain Management and Second-Order Social Capital," Sustainability, MDPI, vol. 13(21), pages 1-25, November.
    7. Teller, Christoph & Kotzab, Herbert & Grant, David B., 2012. "The relevance of shopper logistics for consumers of store-based retail formats," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 59-66.
    8. Mehwish Iftikhar & Muhammad Imran Qureshi & Shazia Qayyum & Iram Fatima & Sriyanto Sriyanto & Yasinta Indrianti & Aqeel Khan & Leo-Paul Dana, 2021. "Impact of Multifaceted Workplace Bullying on the Relationships between Technology Usage, Organisational Climate and Employee Physical and Emotional Health," IJERPH, MDPI, vol. 18(6), pages 1-19, March.
    9. M Ashraf Al Haq & Norazlina Abd Wahab & Md. Mahmudul Alam, 2021. "Understanding The Impact Of Institutional Factors On Asnaf Sustainability: A Pls-Sem Approach," Journal of Islamic Monetary Economics and Finance, Bank Indonesia, vol. 7(4), pages 759-790, November.
    10. Osama Sohaib & Kyeong Kang & Mohammad Nurunnabi, 2018. "Gender-Based iTrust in E-Commerce: The Moderating Role of Cognitive Innovativeness," Sustainability, MDPI, vol. 11(1), pages 1-16, December.
    11. Zhang, Chu-Bing & Zhang, Zhuo-Ping & Chang, Ying & Li, Tian-Ge & Hou, Ru-Jing, 2022. "Effect of WeChat interaction on brand evaluation: A moderated mediation model of para-social interaction and affiliative tendency," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    12. Maggie Chuoyan Dong & Yulin Fang & Detmar W. Straub, 2017. "The Impact of Institutional Distance on the Joint Performance of Collaborating Firms: The Role of Adaptive Interorganizational Systems," Information Systems Research, INFORMS, vol. 28(2), pages 309-331, June.
    13. Al-Baraa Abdulrahman Al-Mekhlafi & Idris Othman & Ahmed Farouk Kineber & Ahmad A. Mousa & Ahmad M. A. Zamil, 2022. "Modeling the Impact of Massive Open Online Courses (MOOC) Implementation Factors on Continuance Intention of Students: PLS-SEM Approach," Sustainability, MDPI, vol. 14(9), pages 1-15, April.
    14. Jung Lee & Jae-Nam Lee & Bernard C. Y. Tan, 2015. "Antecedents of cognitive trust and affective distrust and their mediating roles in building customer loyalty," Information Systems Frontiers, Springer, vol. 17(1), pages 159-175, February.
    15. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
    16. Cassandra France & Debra Grace & Joseph Lo Iacono & Joan Carlini, 0. "Exploring the interplay between customer perceived brand value and customer brand co-creation behaviour dimensions," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-15.
    17. Jinjing Yang & Cong Cao & Chensang Ye & Yangyan Shi, 2022. "Effects of Interface Design and Live Atmosphere on Consumers’ Impulse-Buying Behaviour from the Perspective of Human–Computer Interaction," Sustainability, MDPI, vol. 14(12), pages 1-21, June.
    18. María Luisa Pajuelo Moreno & Teresa Duarte-Atoche, 2019. "Relationship between Sustainable Disclosure and Performance—An Extension of Ullmann’s Model," Sustainability, MDPI, vol. 11(16), pages 1-33, August.
    19. Jose Benitez & Laura Ruiz & Ana Castillo & Javier Llorens, 2020. "How corporate social responsibility activities influence employer reputation: The role of social media capability," Post-Print hal-02462583, HAL.
    20. Ascensión Barroso & Óscar R. González-López & Ramón Sanguino & María Buenadicha-Mateos, 2018. "Analysis and Evaluation of the Largest 500 Family Firms’ Websites through PLS-SEM Technique," Sustainability, MDPI, vol. 10(2), pages 1-22, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:109:y:2020:i:c:p:375-384. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.