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Interaction episodes as engines of relationship change

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  • Schurr, Paul H.
  • Hedaa, Laurids
  • Geersbro, Jens

Abstract

We discuss a framework for analyzing interaction episode patterns that culminate in business relationship changes. A nomenclature for mapping and characterizing patterns of episodes that take place over time and within social space provides a new approach to relationship analysis. We introduce and define interacts as the building blocks of episodes and discuss the meaning and implications of episode valences. Building on ideas from Flanagan's [Flanagan, John C. The critical incident technique. Psychol Bull 1954; 51 (4): 327-358] critical incident technique, the new nomenclature includes critical events in which customers and suppliers make changes to resource ties and activity links that redefine a business relationship's structure. We employ network theory to evoke endogenous and exogenous influences on episodes. Also, we identify other influences on interactions and relationship change, including asymmetries in actor perceptions and information, tolerance zones for interpreting outcomes of episodes, difficulties perceiving patterns, and relationship entropy.

Suggested Citation

  • Schurr, Paul H. & Hedaa, Laurids & Geersbro, Jens, 2008. "Interaction episodes as engines of relationship change," Journal of Business Research, Elsevier, vol. 61(8), pages 877-884, August.
    • Handle: RePEc:eee:jbrese:v:61:y:2008:i:8:p:877-884
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    References listed on IDEAS

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    1. Daniel Z. Levin & Rob Cross, 2004. "The Strength of Weak Ties You Can Trust: The Mediating Role of Trust in Effective Knowledge Transfer," Management Science, INFORMS, vol. 50(11), pages 1477-1490, November.
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    2. repec:dau:papers:123456789/3848 is not listed on IDEAS
    3. Celuch, Kevin & Bantham, John H. & Kasouf, Chickery J., 2011. "The role of trust in buyer-seller conflict management," Journal of Business Research, Elsevier, vol. 64(10), pages 1082-1088, October.
    4. Lynch, Patrick & O'Toole, Thomas & Biemans, Wim, 2014. "From conflict to crisis in collaborative NPD," Journal of Business Research, Elsevier, vol. 67(6), pages 1145-1153.
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    6. Chou, Hsin-Hui & Zolkiewski, Judy, 2012. "Managing resource interaction as a means to cope with technological change," Journal of Business Research, Elsevier, vol. 65(2), pages 188-195.
    7. Breunig, Karl Joachim & Christoffersen, Line, 2016. "If x then why? Comparative analysis using critical incidents technique," Journal of Business Research, Elsevier, vol. 69(11), pages 5141-5146.
    8. Catherine Sundling, 2015. "Travel Behavior Change in Older Travelers: Understanding Critical Reactions to Incidents Encountered in Public Transport," IJERPH, MDPI, vol. 12(11), pages 1-23, November.
    9. Huang, Yimin & Wilkinson, Ian F., 2014. "A case study of the development of trust in a business relation: Implications for a dynamic theory of trust," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 7(1), pages 254-279.
    10. Márton Vilmányi & Erzsébet Hetesi, 2016. "The Effect of Dynamic Relationship Capabilities on B2B Lolyalty," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 12(01), pages 79-88.
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