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Drawing from the social exchange theory, the job demands-resources theory and the employee–organization relationship framework, this article aims to investigate underlying mechanisms through which organizational resources impact frontline service employees’ (FLEs) core service performance and customer-oriented organizational citizenship behavior (OCB).

An empirical study was conducted based on a multi-source data from 211 employee–customer pairs, with structural equation modeling used to test hypotheses.

FLE felt gratitude toward the firm fully mediates the impacts of supervisory guidance and employee-oriented relationship investment in influencing employees’ service performance and customer-oriented OCB. The study further finds that when the perceived job autonomy is low, providing supervisory guidance is more effective in eliciting employee gratitude than employee-oriented relationship investments. In contrast, when the perceived job autonomy is high, employee-oriented relationship investment elicits higher employee gratitude than supervisory guidance.

First, as cross-sectional pair data were used to test the proposed hypotheses, a stronger case might be made for the use of longitudinal data. Second, the current study uses a large variety of industries to study the phenomenon of employee gratitude and customer-oriented performance. Third, given recent globalization trends, it is increasingly important for researchers to address how the knowledge gained within an US context is applicable on a global scale. Finally, the two types of organizational resources included in the study are both positive resources.

The findings offer insights about how firms can strategically invest organizational resources to favorably influence FLE gratitude and customer outcomes as well as how job autonomy plays a role in leveraging the impacts of those resources.

This study is one of the few to advance our understanding of how FLE felt gratitude serves as an intervening mechanism through which functional and social resources invested by service organizations lead to desirable customer outcomes. In addition, this study explores the moderating role of FLE perceived job autonomy, suggesting the contingent nature of organizational resources in affecting customer-oriented FLE behaviors, which was rarely attended in previous research.

This paper aims to explore the usage of selling influence tactics across prospective customers with differing information-related needs.

The research study uses an exploratory critical incident technique (CIT) methodology to identify and examine salesperson influence tactics.

This study identifies and explores the use of salesperson influence tactics across three information-based conditions often encountered by salespeople (i.e. information seeking customers, informed customers with information inaccuracies and informed customers making sub-optimal decisions). Regardless of condition, salespeople readily used non-coercive information exchange tactics. Whereas, recommendations and ingratiation tactics were applied by more effective salespeople when interacting with informed customers with information deficiencies. Furthermore, salespeople report executing less effectively with prospects with inaccurate preexisting information and with prospects making flawed or sub-optimal decisions.

Findings illustrate the need for a renewed focus on salesperson influence tactics, the conditions under which they are effective, and how salespeople adapt their influence tactics to various situations. The exploratory nature of this study limits the generalizability of findings.

A framework of adaptive selling strategies is proposed to help tackle new challenges faced by B2B salespeople in today’s information intensive market. When interacting with more informed customers, pre-existing information is often inaccurate and incomplete. Thus, salespeople must assess and address these flaws and gaps and can adapt their influence strategies to do so effectively.

Industrial buyers today have virtually unlimited avenues to conduct extensive research and gain supplier information without the aid of interactions with salespeople. Thus, salespeople often enter sales interactions when their prospects have significantly more information than ever before. By examining salesperson influence techniques in selling situations that vary based on prospective customer preexisting knowledge, this research provides guidance on how selling may need to change in a more information intensive era.

The purpose of this study is to examine the intergenerational influence across dyads of mothers and daughters from the USA and the People’s Republic of China (PRC), with a particular interest in discovering the cross-national differences in terms of the level of mother–daughter brand preference agreement, the directional influence from daughter to mother and leading factors for the observed differences.

Using a parallel survey method, responses were obtained regarding participants’ brand preferences, as well as their perceptions of their dyad partners’ preferences, for 20 product categories. A total of 76 dyads in the USA and 114 dyads in the PRC were collected.

Results not only confirmed the existence of intergenerational influence in mother–daughter dyads’ brand preferences after removing the nominal bias that previous studies commonly suffered but also suggested two interesting cross-national differences. Specifically, the authors find that US mother–daughter dyads possess a higher level of brand preference agreement than their PRC counterparts; however, the influence from daughters to mothers in the PRC is greater than in the USA. The authors further find that two potential leading factors contribute to the observed cross-national differences; mother–daughter communication is stronger but less influential in the USA than in the PRC, while children’s peer influence, measured as information influence of peers, is weaker but more influential in the USA than in the PRC.

Understanding intergeneration influences in different cultural contexts may be applicable in developing communication strategies leading to brand preference.

This study contributes to the consumer socialization literature by examining the cross-national differences of intergenerational influence in brand preferences and their leading causes of such differences in the context of the two biggest economies.

This study aims to test the experiential advantage argument from both the hedonic and eudaimonic well-being perspectives and seeks to explore the mediating roles of a sense of meaning, as well as the moderating effects of consumers’ motivational autonomy, in a novel context – China.

Study 1 (n = 203) used a between-subject experiment where participants role-played an imaginary purchase with experiential versus material focus; Study 2 (n = 290) used a recall method where participants were asked to recall their past experiential purchase or material purchase that cost more than RMB500 (about US$70); Study 3 (n = 185) used a between-subject experiment where participants were assigned to one of the four scenarios (two types of purchases (experiential vs material) × 2 levels of motivational autonomy (high vs low).

The authors find that the experiential advantage argument holds true for eudaimonic well-being as well as hedonic well-being in three studies with Chinese consumers. In addition, the authors find that a sense of meaning serves as an additional mediator for the experiential advantage argument. Further, the authors find that the level of motivational autonomy positively moderates the effect size of experiential advantages and the mediating roles of a sense of meaning.

The authors only address the two ends of the experiential–material purchase continuum. Whether the discovered mediation roles of a sense of meaning and the moderation roles of motivational autonomy hold for hybrid experiential products remain unknown.

The authors enriched the experiential advantage literature through exploring the mediation roles of a sense of meaning and the moderating effects of motivational autonomy in the experiential advantage model.

Public procurement activities have long been treated as a minor subset of industrial or business-to-business buying. Consequently, the literature reports sparse research on the nature of government buying or how commercial firms can successfully market to the government. While this lack of research may not have been critical with respect to traditional public buying, recent procurement reforms and new contracting arrangements suggest our knowledge of business-to-business buying is inadequate with respect to the new environment of public buying and government/business relationships. One important and unique issue is how to handle the relationship with business suppliers during the contract implementation process. This paper proposes a taxonomy of government/business relationships as an organizing framework for understanding the complexities of buyer-seller relationships in government contract implementation. Archival case studies provide illustrations and justification for the taxonomy.

This research seeks to extend the animosity model of foreign product purchase by examining the direct and moderating effects of cultural similarity in consumers' product judgment and willingness to buy foreign products.

Empirical data were collected from a sample (n=225) of Taiwanese consumers. The data analysis used bivariate correlations, repeated general linear modeling, and structural equation modeling.

Cultural similarity between consumers' home country (region) and a foreign product's country of origin has: a positive impact on consumers' product evaluation and willingness to buy foreign products; a weakening effect on the negative impact of war and economic animosity on willingness to buy foreign products; and a weakening effect on the negative impact of consumer ethnocentrism on their willingness to buy foreign products.

This study not only enriches the animosity model of foreign product purchase, but also offers additional insights for international market entry and international marketing strategies.

The challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job performance. This study aims to focus on examining the relationship between personality factors and performance using service performance indicators and further, to study the role of emotional exhaustion in this relationship in the context of call centers.

Using a structured questionnaire 194 call center employees and their supervisors were surveyed in eight call centers in five companies in the insurance and telecommunications industries.

Results using structural equation modeling showed that, with the exception of extraversion/introversion, all of the personality dimensions of the five factor model: conscientiousness, agreeableness, openness to new experience and emotional stability as well as locus of control were significantly related to one or more of the performance measures. Emotional exhaustion mediated the relationship between emotional stability and locus of control and intent to turnover.

The study examined the mediating role of emotional exhaustion in the relationship between personality and performance; the impact of stressors needs further study.

Insights gained from this study could be used to develop selection strategies, work redesign programs and training that would benefit the organization by reducing employee costs and enhancing employee wellbeing.

This study uses service performance assessment data obtained from supervisors to establish the link between personality, emotional exhaustion and service performance among call center employees.

Current relationship marketing literature has stressed the importance of building customer‐employee bonds. These efforts sometimes result in customer‐employee relationships that overwhelm or supersede the customer‐firm relationships. Previous studies report that such an imbalance weakens the firm's position with the customer. Very little research has investigated what factors contribute to the imbalance and its consequences for the firm's relationship with the customer. This research aims to look at customer relationship quality (RQ) imbalance, specifically the imbalance that favors the employee, and identifies six factors as important antecedents. Also studied are the customers' cognitive and emotional reactions to the termination of the customer‐employee relationship when RQ imbalance favors the employee.

In total, 780 customer‐employee pairs from 72 service firms were surveyed using a structured questionnaire.

Analyses of variance (ANOVA) revealed significant group difference along all six antecedents and three consequences.

The findings of this study suggest that imbalanced customer relationships might be prevented, or at least predicted, if the causes of such relationship structure are better understood.

Service organizations should be aware of the negative consequences of imbalanced customer relationships and take necessary caution in their company policies in order to eliminate the negative consequences of imbalanced customer relationships.

This study is the first quantitative inquiry into imbalanced customer relationship issues, which are extremely important in the services industry. Thus, it enhances the literature on services management.

This study seeks to explain a buyer's response to a seller's violation of trust. Four negative responses (decline in trust, negative emotions, negative word‐of‐mouth (WOM) and reduction in repurchase intentions) and four explanatory variables (magnitude of violation, integrity versus capability‐based cause of failure, perceived likelihood of repeated violations and stage of trust prior to the violation) were identified. The study develops and tests hypotheses regarding the possible influence of the explanatory variables on each of the four negative responses.

An experiment was conducted in which business professionals were given one of 16 scenarios, varied by levels of the four explanatory variables, describing a violation of trust in a business‐to‐business service situation. Respondents were asked questions regarding their probable response. Four‐way ANCOVA was used to analyze the results.

The study finds that stage of trust and perceived likelihood of repeated violation had significant main effects on decline in trust, negative WOM and repurchase intentions. Integrity‐based attribution influenced decline in trust, but magnitude of violation had no main effects. Three significant interactions were found.

Findings show the importance of first impressions and reputation. Care should be taken to assure customers that violations will not be repeated. A major limitation was that scenarios cannot induce the same intensity of thought and emotion that real situations do.

Despite extensive literature in service failure and recovery, this is perhaps the first study to rigorously examine and seek to explain a buyer's response to a seller's violation of trust.

The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors.

A total of 264 online shoppers were surveyed using a structured questionnaire. Respondents were asked to imagine themselves in a hypothetical failed service recovery scenario involving a multi‐channel retailer with whom they shop.

Results from a MANCOVA analysis and SEM modeling indicate that, following a failed service recovery incident, high quality relationships present a challenge for the service provider. In accordance with the hypotheses, consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationship quality.

The findings suggest that high quality relationships may “raise the bar” of service recovery management, rather than “buffering” firms from service failure.

Service providers should consider the potential implications of customer relationship quality in their service recovery management efforts.

The study provides empirical evidence of the “double‐edge” issue of relationship quality in service recovery management, illustrating the need to incorporate this variable in future service failure/recovery research.