IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v115y2020icp234-240.html
   My bibliography  Save this article

Configuring effective client-adviser interactions

Author

Listed:
  • Leischnig, Alexander
  • Kasper-Brauer, Kati
  • Thornton, Sabrina C.

Abstract

A critical mechanism to achieve interorganizational trust is the development of trust at the interpersonal level, when representatives of partner organizations interact. The purpose of this study is to further illuminate the conditions under which interpersonal trust develops in organizational settings. Drawing on data from a survey of clients of different financial services providers, this study performs a fuzzy-set qualitative comparative analysis to better understand and describe interpersonal trust-enhancing mechanisms. This inquiry focuses on factors of three important domains: communication style, interactant stereotypes, and interaction structure. The results of the analysis offer insights into the necessary and sufficient conditions for trust, thus advancing current debates by uncovering important hygiene factors of trust and delineating interesting complementarity effects among factors of three different domains.

Suggested Citation

  • Leischnig, Alexander & Kasper-Brauer, Kati & Thornton, Sabrina C., 2020. "Configuring effective client-adviser interactions," Journal of Business Research, Elsevier, vol. 115(C), pages 234-240.
    • Handle: RePEc:eee:jbrese:v:115:y:2020:i:c:p:234-240
    DOI: 10.1016/j.jbusres.2019.10.027
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296319306113
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2019.10.027?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. Paulssen, Marcel & Leischnig, Alexander & Ivens, Björn S. & Birk, Mattias M., 2016. "Relational norms in customer–company relationships: Net and configurational effects," Journal of Business Research, Elsevier, vol. 69(12), pages 5866-5874.
    2. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    3. Leischnig, Alexander & Kasper-Brauer, Kati & Thornton, Sabrina C., 2018. "Spotlight on customization: An analysis of necessity and sufficiency in services," Journal of Business Research, Elsevier, vol. 89(C), pages 385-390.
    4. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(3), pages 291-310, July.
    5. Woodside, Arch G., 2014. "Embrace•perform•model: Complexity theory, contrarian case analysis, and multiple realities," Journal of Business Research, Elsevier, vol. 67(12), pages 2495-2503.
    6. Akbar Zaheer & N. Venkatraman, 1995. "Relational governance as an interorganizational strategy: An empirical test of the role of trust in economic exchange," Strategic Management Journal, Wiley Blackwell, vol. 16(5), pages 373-392.
    7. Ranjay Gulati & Jack A. Nickerson, 2008. "Interorganizational Trust, Governance Choice, and Exchange Performance," Organization Science, INFORMS, vol. 19(5), pages 688-708, October.
    8. Laura Poppo & Kevin Zheng Zhou & Julie J. Li, 2016. "When can you trust “trust”? Calculative trust, relational trust, and supplier performance," Strategic Management Journal, Wiley Blackwell, vol. 37(4), pages 724-741, April.
    9. Sandy D. Jap & Erin Anderson, 2003. "Safeguarding Interorganizational Performance and Continuity Under Ex Post Opportunism," Management Science, INFORMS, vol. 49(12), pages 1684-1701, December.
    Full references (including those not matched with items on IDEAS)

    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. Xue, Jinjie & Yuan, Hongping & Shi, Benshan, 2016. "Investigating partners' opportunistic behavior in joint ventures in China: The role of transaction costs and relational exchanges," Journal of Business Research, Elsevier, vol. 69(12), pages 6067-6078.
    2. Lumineau, Fabrice & Jin, Jason Lu & Sheng, Shibin & Zhou, Kevin Zheng, 2022. "Asset specificity asymmetry and supplier opportunism in buyer–supplier exchanges," Journal of Business Research, Elsevier, vol. 149(C), pages 85-100.
    3. Vanesa Solís-Rodríguez & Manuel González-Díaz, 2019. "Prior interactions and contractual completeness in Spanish franchising," Small Business Economics, Springer, vol. 53(3), pages 795-812, October.
    4. repec:wsi:acsxxx:v:21:y:2019:i:08:n:s1363919619500130 is not listed on IDEAS
    5. Bill McEvily & Akbar Zaheer & Darcy K. Fudge Kamal, 2017. "Mutual and Exclusive: Dyadic Sources of Trust in Interorganizational Exchange," Organization Science, INFORMS, vol. 28(1), pages 74-92, February.
    6. Huo, Baofeng & Ye, Yuxiao & Zhao, Xiande, 2015. "The impacts of trust and contracts on opportunism in the 3PL industry: The moderating role of demand uncertainty," International Journal of Production Economics, Elsevier, vol. 170(PA), pages 160-170.
    7. Liwen Wang, 2023. "The interplay of contracts and trust: untangling between- and within-dyad effects," Post-Print hal-03944358, HAL.
    8. Vanesa Solís-Rodríguez & Manuel González-Díaz, 2017. "Differences in contract design between successful and less successful franchises," European Journal of Law and Economics, Springer, vol. 44(3), pages 483-502, December.
    9. Tran, Phuong Nguyen Thu & Gorton, Matthew & Lemke, Fred, 2021. "When supplier development initiatives fail: Identifying the causes of opportunism and unexpected outcomes," Journal of Business Research, Elsevier, vol. 127(C), pages 277-289.
    10. Griessmair, Michele & Hussain, Dildar & Windsperger, Josef, 2014. "Trust and the tendency towards multi-unit franchising: A relational governance view," Journal of Business Research, Elsevier, vol. 67(11), pages 2337-2345.
    11. Abubakr Saeed & Hammad Riaz, 2021. "Navigating through firm–environmental groups' relationships: The impact of societal trust on corporate environmental strategy," Business Strategy and the Environment, Wiley Blackwell, vol. 30(8), pages 3552-3568, December.
    12. Kasper-Brauer, Kati & Leischnig, Alexander, 2016. "Yes, we can! A fuzzy-set analysis of challenges, skills, and enjoyment of work," Journal of Business Research, Elsevier, vol. 69(11), pages 5286-5291.
    13. Janet Bercovitz & Sandy D. Jap & Jack A. Nickerson, 2006. "The Antecedents and Performance Implications of Cooperative Exchange Norms," Organization Science, INFORMS, vol. 17(6), pages 724-740, December.
    14. Sebastian Forkmann & Jonathan Webb & Stephan C. Henneberg & Lisa K. Scheer, 2022. "Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 889-914, September.
    15. Lin, Liang-Hung & Ho, Yu-Ling, 2021. "Ambidextrous governance and alliance performance under dynamic environments: An empirical investigation of Taiwanese technology alliances," Technovation, Elsevier, vol. 103(C).
    16. Pei-Li Yu, 2019. "Interfirm coopetition, trust, and opportunism: a mediated moderation model," Review of Managerial Science, Springer, vol. 13(5), pages 1069-1092, November.
    17. Leischnig, Alexander & Henneberg, Stephan C. & Thornton, Sabrina C., 2016. "Net versus combinatory effects of firm and industry antecedents of sales growth," Journal of Business Research, Elsevier, vol. 69(9), pages 3576-3583.
    18. Han, Shaojie & Su, Jingqin & Lyu, Yibo & Liu, Qing, 2022. "How do business incubators govern incubation relationships with different new ventures?," Technovation, Elsevier, vol. 116(C).
    19. Kang, Min-Ping & Mahoney, Joseph T. & Tan, Danchi, 2007. "Why Firms Make Unilateral Investments Specific to Other Firms: The Case of OEM Suppliers," Working Papers 07-0110, University of Illinois at Urbana-Champaign, College of Business.
    20. Yu-Li Lin & Hsiu-Wen Liu & Fengzeng Xu & Hao Wang, 2016. "Environmental Conditions, Entrepreneur Alertness and Social Capital on Performance," International Business Research, Canadian Center of Science and Education, vol. 9(8), pages 1-13, August.
    21. Islam Elbayoumi Salem & Ahmed Mohamed Elbaz & Alamir Al-Alawi & Nasser Alhamar Alkathiri & Kareem A. Rashwan, 2022. "Investigating the Role of Green Hotel Sustainable Strategies to Improve Customer Cognitive and Affective Image: Evidence from PLS-SEM and fsQCA," Sustainability, MDPI, vol. 14(6), pages 1-17, March.

    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:115:y:2020:i:c:p:234-240. 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.