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Understanding the impact of relationship disruptions
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Schmitz, Christian, Fries, Maximilian, Alavi, Sascha and Habel, Johannes (2020) Understanding the impact of relationship disruptions. Journal of Marketing, 84 (1). pp. 66-87. doi:10.1177/0022242919882630 ISSN 0022-2429.
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Official URL: http://dx.doi.org/10.1177/0022242919882630
Abstract
Personal relationships between salespeople and customers are essential for the success of business-to-business relationships, and research has shown that a change of the salesperson can severely harm financial performance. However, such interpersonal relationship disruptions may also have positive effects by encouraging vitalizing reexplorations of the relationship. Using multilevel loyalty theory and relationship life cycle theory, the authors offer a comprehensive conceptualization of potentially countervailing consequences of relationship disruptions. In particular, disruptions may have different effects on resale revenue (from previously sold products) versus new sale revenue (from newly sold products), contingent on both the history and expected future development of the relationship. Therefore, this study examines moderators on the firm-level relationship prior to disruption and salesperson relationship management afterward. Longitudinal data from 2,040 customers of an international business-to-business firm reveal that a disruption can increase overall performance by more than 29%, depending on the firm-level relationship before disruption and the new salesperson’s relationship management. Managers can use these findings proactively to evaluate and manage the risks and opportunities involved in relationship disruptions.
Item Type: | Journal Article | ||||||||
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Subjects: | H Social Sciences > HF Commerce | ||||||||
Divisions: | Faculty of Social Sciences > Warwick Business School > Marketing Group Faculty of Social Sciences > Warwick Business School |
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Library of Congress Subject Headings (LCSH): | Business logistics -- Risk management, Relationship marketing , Customer relations, Industrial marketing , Sales management | ||||||||
Journal or Publication Title: | Journal of Marketing | ||||||||
Publisher: | SAGE | ||||||||
ISSN: | 0022-2429 | ||||||||
Official Date: | 1 January 2020 | ||||||||
Dates: |
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Volume: | 84 | ||||||||
Number: | 1 | ||||||||
Page Range: | pp. 66-87 | ||||||||
DOI: | 10.1177/0022242919882630 | ||||||||
Status: | Peer Reviewed | ||||||||
Publication Status: | Published | ||||||||
Reuse Statement (publisher, data, author rights): | Posted ahead of print. Schmitz, Christian, Friess, Maximilian, Alavi, Sascha and Habel, Johannes. Understanding the impact of relationship disruptions. Journal of Marketing Research. Copyright © 2019 American Marketing Association. Reprinted by permission of SAGE Publications. DOI: http://dx.doi.org/10.1177/0022242919882630 | ||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||
Date of first compliant deposit: | 30 October 2019 | ||||||||
Date of first compliant Open Access: | 31 October 2019 |
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