IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v54y2001i3p189-197.html
   My bibliography  Save this article

Customer relationships with service personnel: do we measure closeness, quality or strength?

Author

Listed:
  • Bove, Liliana L.
  • Johnson, Lester W.

Abstract

No abstract is available for this item.

Suggested Citation

  • Bove, Liliana L. & Johnson, Lester W., 2001. "Customer relationships with service personnel: do we measure closeness, quality or strength?," Journal of Business Research, Elsevier, vol. 54(3), pages 189-197, December.
    • Handle: RePEc:eee:jbrese:v:54:y:2001:i:3:p:189-197
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148-2963(00)00122-3
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    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. Preet S Aulakh & Masaaki Kotabe & Arvind Sahay, 1996. "Trust and Performance in Cross-Border Marketing Partnerships: A Behavioral Approach," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 27(5), pages 1005-1032, December.
    2. Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
    3. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
    4. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    5. Erin Anderson & Barton Weitz, 1989. "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, INFORMS, vol. 8(4), pages 310-323.
    6. Preet S Aulakh & Masaaki Kotabe & Arvind Sahay, 1996. "Trust and Performance in Cross-Border Marketing Partnerships: A Behavioral Approach," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 27(4), pages 1005-1032, December.
    7. Morris, Michael H. & Holman, Jeanne L., 1988. "Source loyalty in organizational markets: A dyadic perspective," Journal of Business Research, Elsevier, vol. 16(2), pages 117-131, March.
    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. Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
    2. Brexendorf, Tim Oliver & Mühlmeier, Silke & Tomczak, Torsten & Eisend, Martin, 2010. "The impact of sales encounters on brand loyalty," Journal of Business Research, Elsevier, vol. 63(11), pages 1148-1155, November.
    3. Fatima, Johra Kayeser & Di Mascio, Rita, 2018. "Reversing the dependency-trust relationship in B2C services," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 1-10.
    4. Peter Atorough & Heba Salem, 2016. "A framework for understanding the evolution of relationship quality and the customer relationship development process," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(4), pages 267-283, December.
    5. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
    6. Cerio, Eva & Debenedetti, Alain, 2021. "“Should I give it away or sell it?” A strategic perspective on consumers’ redistribution of their unused objects," Journal of Business Research, Elsevier, vol. 135(C), pages 581-591.
    7. Herington, Carmel & Johnson, Lester W. & Scott, Don, 2009. "Firm-employee relationship strength--A conceptual model," Journal of Business Research, Elsevier, vol. 62(11), pages 1096-1107, November.
    8. Bobby Swar & Junghoon Moon & Junyoung Oh & Cheul Rhee, 2012. "Determinants of relationship quality for IS/IT outsourcing success in public sector," Information Systems Frontiers, Springer, vol. 14(2), pages 457-475, April.
    9. Balas Rant Melita & Korenjak Cerne Simona, 2017. "Becoming a Hidden Champion: From Selective use of Customer Intimacy and Product Leadership to Business Attractiveness," South East European Journal of Economics and Business, Sciendo, vol. 12(1), pages 89-103, April.
    10. Ho Thanh Phong & Tran Van Khoat, 2020. "Factors affecting the quality of manufacturer – distributor relationship in the plastic industry in Vietnam," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 10(2), pages 3-26.
    11. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
    12. Herni Justiana Astuti & Keisuke Nagase, 2014. "Patient Loyalty To Healthcare Organizations: Relationship Marketing And Satisfaction," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 7(2), pages 39-56.
    13. Ruz-Mendoza, Miguel Á. & Trifu, Andreea & Cambra-Fierro, Jesús & Melero-Polo, Iguácel, 2021. "Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context," Journal of Business Research, Elsevier, vol. 133(C), pages 341-353.
    14. Chang-Soo Kim & John Dinwoodie & Young-Joon Seo, 2018. "Inter-Firm Cooperation and Collaboration in Shipper—Shipping Company Relationships for Enhancing Sustainability," Sustainability, MDPI, vol. 10(10), pages 1-19, October.
    15. Zahra Idrees & Xia Xinping, 2017. "Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(2), pages 205-217, February.
    16. Schultz, Maryline & Chaney, Damien & Debenedetti, Alain, 2016. "An integrative perspective of closeness in retailing: From retailers' sense-giving to consumers' sense-making," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 218-226.
    17. Raciti, Maria M., 2012. "Predicting first year student transfer intentions: Do relationships matter?," Australasian marketing journal, Elsevier, vol. 20(1), pages 65-72.
    18. Gomaa Agag, 2019. "E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses," Journal of Business Ethics, Springer, vol. 154(2), pages 389-410, January.
    19. Mina Jo & Jaebin Cha & Jisong Kim, 2022. "The Effects of Tourism Storytelling on Tourism Destination Brand Value, Lovemarks and Relationship Strength in South Korea," Sustainability, MDPI, vol. 14(24), pages 1-16, December.

    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. Liu, Yen-Hung Steven & Deligonul, Seyda & Cavusgil, Erin & Chiou, Jyh-Shen, 2018. "Always trust in old friends? Effects of reciprocity in bilateral asset specificity on trust in international B2B partnerships," Journal of Business Research, Elsevier, vol. 90(C), pages 171-185.
    2. Crosno, Jody L. & Tong, Pui Ying, 2018. "Just going through the motions? An empirical investigation of control, compliance, and performance in franchisor-franchisee relationships," Journal of Business Research, Elsevier, vol. 92(C), pages 360-373.
    3. Abosag, Ibrahim & Lee, Joong-Woo, 2013. "The formation of trust and commitment in business relationships in the Middle East: Understanding Et-Moone relationships," International Business Review, Elsevier, vol. 22(3), pages 602-614.
    4. Inkpen, Andrew C. & Currall, Steven C., 1998. "The nature, antecedents, and consequences of joint venture trust," Journal of International Management, Elsevier, vol. 4(1), pages 1-20, July.
    5. Gounaris, Spiros P., 2005. "Trust and commitment influences on customer retention: insights from business-to-business services," Journal of Business Research, Elsevier, vol. 58(2), pages 126-140, February.
    6. Kurt, Yusuf & Yamin, Mo & Sinkovics, Noemi & Sinkovics, Rudolf R., 2016. "Spirituality as an antecedent of trust and network commitment: The case of Anatolian Tigers," European Management Journal, Elsevier, vol. 34(6), pages 686-700.
    7. Vijayasarathy, Leo R., 2010. "Supply integration: An investigation of its multi-dimensionality and relational antecedents," International Journal of Production Economics, Elsevier, vol. 124(2), pages 489-505, April.
    8. Pascale Bueno Merino, 2006. "Le contrôle de l’intermédiaire local dans l’accord de portage commercial:analyse du rôle et des antécédents de la confiance," Revue Finance Contrôle Stratégie, revues.org, vol. 9(1), pages 97-134, March.
    9. Hugues Poissonnier & Armelle Godener, 2009. "L'Articulation Controle – Confiance Au Sein Des Projets Portes Par Un Pole De Competitivite," Post-Print halshs-00460138, HAL.
    10. Nielsen, Bo Bernhard, 2007. "Determining international strategic alliance performance: A multidimensional approach," International Business Review, Elsevier, vol. 16(3), pages 337-361, June.
    11. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    12. Holtgrave, Maximilian & Nienaber, Ann-Marie & Ferreira, Carlos, 2017. "Untangling the trust–control nexus in international buyer–supplier exchange relationships: An investigation of the changing world regarding relationship length," European Management Journal, Elsevier, vol. 35(4), pages 523-537.
    13. Heribert Gierl & Sandra Praxmarer, 2007. "Die Wirkung der Positionierung eines Zulieferunternehmens auf das Vertrauen des Kunden," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 18(2), pages 187-206, August.
    14. Jia, Flora Fang & Wang, Jeff Jianfeng, 2013. "Marketing channel relationships in China: A review and integration with an institution-based perspective," Journal of Business Research, Elsevier, vol. 66(12), pages 2545-2551.
    15. Sheth, Jagdish N. & Parvatiyar, Atul & Sinha, Mona, 2012. "The conceptual foundations of relationship marketing: Review and synthesis," economic sociology. perspectives and conversations, Max Planck Institute for the Study of Societies, vol. 13(3), pages 4-26.
    16. Ziggers, Gerrit Willem & Tjemkes, Brian, 2010. "Dynamics in Inter‐Firm Collaboration: The Impact of Alliance Capabilities on Performance," International Journal on Food System Dynamics, International Center for Management, Communication, and Research, vol. 1(2), pages 1-16.
    17. Per Erik Eriksson & Ossi Pesamaa, 2007. "Modelling procurement effects on cooperation," Construction Management and Economics, Taylor & Francis Journals, vol. 25(8), pages 893-901.
    18. Saeed Samiee & Constantine S. Katsikeas & G. Tomas M. Hult, 2021. "The overarching role of international marketing: Relevance and centrality in research and practice," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 52(8), pages 1429-1444, October.
    19. Huo, Baofeng & Fu, Dijia & Zhao, Xiande & Zhu, Jingwen, 2016. "Curbing opportunism in logistics outsourcing relationships: The role of relational norms and contract," International Journal of Production Economics, Elsevier, vol. 182(C), pages 293-303.
    20. Papastamatelou Julie & Busch Rainer & Ötken Begüm & Okan Elif Y. & Gassemi Karim, 2016. "Effects of Network Capabilities on Firm Performance across Cultures," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 49(1), pages 79-105, March.

    More about this item

    Statistics

    Access and download statistics

    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:54:y:2001:i:3:p:189-197. 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.