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Commitment in Marketing Channels: Mitigator or Aggravator of the Effects of Destructive Acts?

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  • Kim, Stephen K.
  • Hibbard, Jonathan D.
  • Swain, Scott D.

Abstract

This research examines how a firm's relationship commitment influences its extra-role behavior after an intentional destructive act by a partner. The results of two studies – one a national survey of dealers for a consumer durable product and the other a set of three experiments involving business-to-business managers – show that the outcome of a destructive act depends on the type of commitment: whether the commitment is affective, calculative, or normative. Under relational distress caused by a supplier's destructive act, high affective commitment induces more negative extra-role behaviors, high calculative commitment induces more positive extra-role behaviors, while high normative commitment induces little change in extra-role behavior. Process tests indicate that each of these effects on extra-role behavior is explained (mediated) by psychological responses that are distinct for the type of commitment involved.

Suggested Citation

  • Kim, Stephen K. & Hibbard, Jonathan D. & Swain, Scott D., 2011. "Commitment in Marketing Channels: Mitigator or Aggravator of the Effects of Destructive Acts?," Journal of Retailing, Elsevier, vol. 87(4), pages 521-539.
    • Handle: RePEc:eee:jouret:v:87:y:2011:i:4:p:521-539
    DOI: 10.1016/j.jretai.2011.09.006
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    References listed on IDEAS

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    1. Demoulin, Nathalie T.M. & Zidda, Pietro, 2009. "Drivers of Customers’ Adoption and Adoption Timing of a New Loyalty Card in the Grocery Retail Market," Journal of Retailing, Elsevier, vol. 85(3), pages 391-405.
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    Cited by:

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    2. Cindy Yunhsin Chou & Yung-Cheng Shen & Po-Han Wu & Heng-Yu Lin, 2022. "Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 1035-1063, December.
    3. Zhang, Chuang & Du, Nan & Zhang, Xubing, 2021. "When an interfirm relationship is ending: The dark side of managerial ties and relationship intimacy," Journal of Business Research, Elsevier, vol. 125(C), pages 227-238.
    4. Sanz-Blas, Silvia & Buzova, Daniela & Pérez-Ruiz, Pilar, 2021. "Building relational worth in an online social community through virtual structural embeddedness and relational embeddedness," Technological Forecasting and Social Change, Elsevier, vol. 162(C).
    5. Verghese, Anto John & Koufteros, Xenophon & Polyviou, Mikaella & Jia, Xingzhi, 2022. "In pursuit of supplier resilience: The explanatory role of customer leadership style," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 159(C).
    6. Krafft, Manfred & Goetz, Oliver & Mantrala, Murali & Sotgiu, Francesca & Tillmanns, Sebastian, 2015. "The Evolution of Marketing Channel Research Domains and Methodologies: An Integrative Review and Future Directions," Journal of Retailing, Elsevier, vol. 91(4), pages 569-585.
    7. Simon, Françoise, 2013. "The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 599-608.
    8. Eslami, Hadi & Kacker, Manish & Hibbard, Jonathan D., 2020. "Antecedents of locus of causality attributions for destructive acts in distribution channels," Journal of Business Research, Elsevier, vol. 107(C), pages 302-314.
    9. Alteren, Gro & Tudoran, Ana Alina, 2016. "Enhancing export performance: Betting on customer orientation, behavioral commitment, and communication," International Business Review, Elsevier, vol. 25(1), pages 370-381.
    10. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.

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