Civilai Leckie, Robert E. Widing and Gregory J. Whitwell
The purpose of this paper is to test the impact of manifest conflict on performance outcomes. In particular, this paper aims to examine the moderating effect of the supplier’s…
Abstract
Purpose
The purpose of this paper is to test the impact of manifest conflict on performance outcomes. In particular, this paper aims to examine the moderating effect of the supplier’s customer orientation (CO) as perceived by the buyer on the conflict-performance outcomes relationships in international channel relationships.
Design/methodology/approach
A survey of 162 Australian importers was conducted to elucidate the associations among manifest conflict, CO and performance outcomes.
Findings
Manifest conflict was found to be negatively related to the importer’s evaluation of the exporter’s overall performance, which is consistent with previous work. However, CO was found to moderate the negative direct effect of manifest conflict on two outcome measures, “satisfaction with business outcomes” and the “evaluation of the exporter’s overall performance”. Moreover, it actually changed the effect from dysfunctional to functional for “evaluation of the exporter’s overall performance”. That is, CO changes the nature of the manifest conflict–outcome relationship by turning it from negative to positive.
Research limitations/implications
This research helps answer the appeal for research on the conditions in which conflict causes dysfunctional and functional outcomes. From a practical standpoint, providing the importer views the exporter as being customer-oriented, conflict should not be avoided if it stems from disagreements that arise due to the exporter acting in the best interests of the importer. The power of CO in affecting the functionality of outcomes resulting from conflict should be highlighted.
Originality/value
Conflict is a fact of life in channel relationships, but little is known about its functional and dysfunctional effects (Frazier, 1999; Skarmeas, 2006). The empirical evidence largely points to conflict being dysfunctional; however, research also indicates that context can play an important role in moderating the functionality of conflict. In this paper the authors ask: what role does CO play as a determinant of the functionality of manifest conflict in channel relationships? They argue that the exporter’s CO changes the context in which the importer and the exporter interact and, thereby, changes the way in which the importer interprets the supplier’s actions.
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Sue Pulendran, Richard Speed and Robert E. Widing
This study examines the relationships between marketing planning, market orientation and business performance. We explore conceptually how linking the behaviours of marketing…
Abstract
This study examines the relationships between marketing planning, market orientation and business performance. We explore conceptually how linking the behaviours of marketing planning with the values of market orientation might be expected impact on business performance. Our findings suggest that high quality marketing planning can lead to performance benefits, but as antecedent to a market orientation, rather than as an independent activity.
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Civilai Terawatanavong, Gregory J. Whitwell and Robert E. Widing
This paper aims to explore how relational constructs (total interdependence, trust, commitment, cooperative norms and conflict) impact the buyer's relationship satisfaction across…
Abstract
Purpose
This paper aims to explore how relational constructs (total interdependence, trust, commitment, cooperative norms and conflict) impact the buyer's relationship satisfaction across the relationship lifecycle.
Design/methodology/approach
Data were collected through mail survey from a sample of 162 Australian buyers. Confirmatory factor analysis was used to purify the measurement scales and multiple regression analysis techniques using dummy variables were used to test the hypotheses.
Findings
The results indicate that interdependence and trust are associated with higher relationship satisfaction in the build‐up and maturity phases while commitment is associated with higher relationship satisfaction in the maturity phase. Unexpectedly, cooperative norms are found to drive relationship satisfaction in both the build‐up and maturity phases. Conflict, however, is not found to affect relationship satisfaction in the decline/deterioration phase.
Research limitations/implications
A limitation of this study is the unequal sample size in each of the relationship phases. It would be desirable to run a model consisting of the five relational constructs for each of the three phases.
Originality/value
Literature has suggested that the effects of relational constructs on outcomes vary across relationship phases. While this notion has been established theoretically, there has been little attempt to measure it empirically. This paper provides an empirical test of the important, yet unexplored, question of how different relational constructs have different effects on buyer satisfaction depending upon the relationship phase.
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Jagdip Singh and Robert E. Widing
Understanding the source and effects of consumer satisfactionoffers significant implications for researchers and practitioners.Although research into satisfaction as an output of…
Abstract
Understanding the source and effects of consumer satisfaction offers significant implications for researchers and practitioners. Although research into satisfaction as an output of consumption experience is growing, studies exploring (dis)satisfaction as an outcome of dissatisfaction responses have been scant. TARP reports suggest that investigating the conditions under which complaints can be converted into satisfaction is critical for enhancing marketing effectiveness. To help guide such an investigation, a theoretical model of processes that underlie the link between consumer complaint responses (CCR) and their subsequent satisfaction/dissatisfaction is proposed. This model is based on extant theories of consumer behaviour, and in particular the confirmation/ disconfirmation of expectations paradigm. We then use the model to help explain empirical research in the area and propose testable hypotheses. Finally, several directions are outlined for programmatic research into this important but neglected area.
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Harry A. Harmon, Gene Brown, Robert E. Widing and Kevin L. Hammond
Observes that previous research on the value and effect of supervisory feedback has focused on the recipient of the feedback (the salesperson). The research reported in this…
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Observes that previous research on the value and effect of supervisory feedback has focused on the recipient of the feedback (the salesperson). The research reported in this article examines the feedback construct from the provider’s perspective (the sales manager). Explores the relationship between Sujan’s failed sales effort attribution model and the feedback provided typology developed by Jaworski and Kohli. The results confirm a direct relationship between failed sales effort attributed to poor strategy and positive feedback directed to salesperson behavior. A direct relationship is reported between the failed sales effort attributed to lack of effort (or intensity) and negative feedback provided by the sales manager that is directed to the salesperson’s output.
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Heiko Falk, W. Wayne Talarzyk and Robert E. Widing
Based on the attitudes, opinions, predictions and insights provided bythe USA and global key informants in the study, as well as recentactivities in the marketplace, it seems…
Abstract
Based on the attitudes, opinions, predictions and insights provided by the USA and global key informants in the study, as well as recent activities in the marketplace, it seems likely that retailing and distribution will be impacted by growing consumer interest in, adoption of, and involvement with OLCISs. Around this premiss focuses on three questions: (1) where are we at the present time with OLCISs?; (2) where does a sample of key informants think we are headed?; and (3) what will need to happen to help us get there? On the basis of information and suggestions from informants and the authors′ personal experiences and insights, offers recommendations for needed changes in areas such as industry and systems, perceived price/value, service and product, marketing and education, and ease of use.
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Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some…
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Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.
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The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and…
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The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and ideology of the FTC’s leaders, developments in the field of economics, and the tenor of the times. The over-riding current role is to provide well considered, unbiased economic advice regarding antitrust and consumer protection law enforcement cases to the legal staff and the Commission. The second role, which long ago was primary, is to provide reports on investigations of various industries to the public and public officials. This role was more recently called research or “policy R&D”. A third role is to advocate for competition and markets both domestically and internationally. As a practical matter, the provision of economic advice to the FTC and to the legal staff has required that the economists wear “two hats,” helping the legal staff investigate cases and provide evidence to support law enforcement cases while also providing advice to the legal bureaus and to the Commission on which cases to pursue (thus providing “a second set of eyes” to evaluate cases). There is sometimes a tension in those functions because building a case is not the same as evaluating a case. Economists and the Bureau of Economics have provided such services to the FTC for over 100 years proving that a sub-organization can survive while playing roles that sometimes conflict. Such a life is not, however, always easy or fun.
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In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of…
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In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.
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“All things are in a constant state of change”, said Heraclitus of Ephesus. The waters if a river are for ever changing yet the river endures. Every particle of matter is in…
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“All things are in a constant state of change”, said Heraclitus of Ephesus. The waters if a river are for ever changing yet the river endures. Every particle of matter is in continual movement. All death is birth in a new form, all birth the death of the previous form. The seasons come and go. The myth of our own John Barleycorn, buried in the ground, yet resurrected in the Spring, has close parallels with the fertility rites of Greece and the Near East such as those of Hyacinthas, Hylas, Adonis and Dionysus, of Osiris the Egyptian deity, and Mondamin the Red Indian maize‐god. Indeed, the ritual and myth of Attis, born of a virgin, killed and resurrected on the third day, undoubtedly had a strong influence on Christianity.