IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v69y2016i12p5866-5874.html
   My bibliography  Save this article

Relational norms in customer–company relationships: Net and configurational effects

Author

Listed:
  • Paulssen, Marcel
  • Leischnig, Alexander
  • Ivens, Björn S.
  • Birk, Mattias M.

Abstract

Relational norms as implicit rules of conduct have vital roles for the functioning of commercial and non-commercial relationships. This research further illuminates relational norms in customer–company relationships by examining antecedents that contribute to the development of relational norms and consequences that arise after a relational transgression. To test these effects, this research conducts a study with 198 customers of a financial services provider and analyzes the data using structural equation modeling (SEM) and fuzzy-set Qualitative Comparative Analysis (fsQCA). The results of this research offer new insights into the net effects and the configurational effects of relationship-quantity factors and relationship-quality factors for the development of relational norms. In addition, the findings of this research deepen the understanding of how relational norms relate to customers' reactions to relationship transgression by demonstrating amplifier and buffer effects.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:12:p:5866-5874
    DOI: 10.1016/j.jbusres.2016.04.101
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296316302648
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2016.04.101?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. Stephen, Andrew T. & Coote, Leonard V., 2007. "Interfirm behavior and goal alignment in relational exchanges," Journal of Business Research, Elsevier, vol. 60(4), pages 285-295, April.
    2. Martin R Schneider & Conrad Schulze-Bentrop & Mihai Paunescu, 2010. "Mapping the institutional capital of high-tech firms: A fuzzy-set analysis of capitalist variety and export performance," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 41(2), pages 246-266, February.
    3. Lisa C. Wan & Michael K. Hui & Robert S. Wyer Jr., 2011. "The Role of Relationship Norms in Responses to Service Failures," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(2), pages 260-277.
    4. Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
    5. Blois, Keith J. & Ivens, Bjoern S., 2007. "Method issues in the measurement of relational norms," Journal of Business Research, Elsevier, vol. 60(5), pages 556-565, May.
    6. 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.
    7. 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.
    8. 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.
    9. Patrick J. Kaufmann & Louis W. Stern, 1988. "Relational Exchange Norms, Perceptions of Unfairness, and Retained Hostility in Commercial Litigation," Journal of Conflict Resolution, Peace Science Society (International), vol. 32(3), pages 534-552, September.
    10. John Thibaut, 1968. "The development of contractual norms in bargaining: replication and variation," Journal of Conflict Resolution, Peace Science Society (International), vol. 12(1), pages 102-112, March.
    11. Pankaj Aggarwal & Sharmistha Law, 2005. "Role of Relationship Norms in Processing Brand Information," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(3), pages 453-464, December.
    12. Ness, Havard & Haugland, Sven A., 2005. "The evolution of governance mechanisms and negotiation strategies in fixed-duration interfirm relationships," Journal of Business Research, Elsevier, vol. 58(9), pages 1226-1239, September.
    13. Pankaj Aggarwal & Meng Zhang, 2006. "The Moderating Effect of Relationship Norm Salience on Consumers' Loss Aversion," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(3), pages 413-419, October.
    14. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    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. Pei Chun-Lai & Tomás F Espino-Rodríguez & Tom Baum, 2019. "Do relational norms matter in outsourcing relationships? Lesson learned from hotel sectors," Tourism Economics, , vol. 25(2), pages 189-212, March.
    4. 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.

    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. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2016. "Predicting future intentions of basketball spectators using SEM and fsQCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1396-1400.
    2. Park, Sehoon & Kim, Chaeyeong & Park, Jane, 2023. "How power distance belief, self-construal, and relationship norms impact conspicuous consumption," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    3. Hsin-Hsien Liu & Jung-Hua Chang, 2017. "Relationship type, perceived trust, and ambiguity aversion," Marketing Letters, Springer, vol. 28(2), pages 255-266, June.
    4. Sascha Kraus & Domingo Ribeiro-Soriano & Miriam Schüssler, 2018. "Fuzzy-set qualitative comparative analysis (fsQCA) in entrepreneurship and innovation research – the rise of a method," International Entrepreneurship and Management Journal, Springer, vol. 14(1), pages 15-33, March.
    5. Paillé, Pascal & Amara, Nabil & Halilem, Norrin, 2018. "Greening the workplace through social sustainability among co-workers," Journal of Business Research, Elsevier, vol. 89(C), pages 305-312.
    6. Souiden, Nizar & Amara, Nabil & Chaouali, Walid, 2020. "Optimal image mix cues and their impacts on consumers’ purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    7. Amara, Nabil & Rhaiem, Mehdi & Halilem, Norrin, 2020. "Assessing the research efficiency of Canadian scholars in the management field: Evidence from the DEA and fsQCA," Journal of Business Research, Elsevier, vol. 115(C), pages 296-306.
    8. Xie, Xuemei & Fang, Liangxiu & Zeng, Saixing, 2016. "Collaborative innovation network and knowledge transfer performance: A fsQCA approach," Journal of Business Research, Elsevier, vol. 69(11), pages 5210-5215.
    9. Comeig, Irene & Grau-Grau, Alfredo & Jaramillo-Gutiérrez, Ainhoa & Ramírez, Federico, 2016. "Gender, self-confidence, sports, and preferences for competition," Journal of Business Research, Elsevier, vol. 69(4), pages 1418-1422.
    10. Bolton, Lisa E. & Mattila, Anna S., 2015. "How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?," Journal of Retailing, Elsevier, vol. 91(1), pages 140-153.
    11. Lauren Skinner Beitelspacher & Thomas L. Baker & Adam Rapp & Dhruv Grewal, 2018. "Understanding the long-term implications of retailer returns in business-to-business relationships," Journal of the Academy of Marketing Science, Springer, vol. 46(2), pages 252-272, March.
    12. Torres, Pedro & Augusto, Mário & Godinho, Pedro, 2017. "Predicting high consumer-brand identification and high repurchase: Necessary and sufficient conditions," Journal of Business Research, Elsevier, vol. 79(C), pages 52-65.
    13. 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.
    14. Thomas Mellewigt & Glenn Hoetker & Martina Lütkewitte, 2018. "Avoiding High Opportunism Is Easy, Achieving Low Opportunism Is Not: A QCA Study on Curbing Opportunism in Buyer–Supplier Relationships," Organization Science, INFORMS, vol. 29(6), pages 1208-1208, December.
    15. Federica Nieri & Luciano Ciravegna & Ruth V. Aguilera & Elisa Giuliani, 2019. "Larger, more internationalized, better behaved? A configurational study of em erging market multinational enterprises' involvement in corporate wrongdoing," Discussion Papers 2019/255, Dipartimento di Economia e Management (DEM), University of Pisa, Pisa, Italy.
    16. Muñoz, Pablo & Kibler, Ewald, 2016. "Institutional complexity and social entrepreneurship: A fuzzy-set approach," Journal of Business Research, Elsevier, vol. 69(4), pages 1314-1318.
    17. Ferguson, Graham & Megehee, Carol M. & Woodside, Arch G., 2017. "Culture, religiosity, and economic configural models explaining tipping-behavior prevalence across nations," Tourism Management, Elsevier, vol. 62(C), pages 218-233.
    18. Katarzyna Boratyńska, 2021. "A New Approach for Risk of Corporate Bankruptcy Assessment during the COVID-19 Pandemic," JRFM, MDPI, vol. 14(12), pages 1-14, December.
    19. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
    20. Daniela Cristofoli & Benedetta Trivellato & Alessandro Sancino & Laura Maccio’ & Josip Markovic, 2021. "Public network leadership and the ties that lead," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 25(1), pages 251-274, 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:69:y:2016:i:12:p:5866-5874. 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.