IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v32y2010i5p773-787.html
   My bibliography  Save this article

Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty

Author

Listed:
  • Wei-Ming Ou
  • Chia-Mei Shih
  • Chin-Yuan Chen
  • Chih-Wei Tseng

Abstract

This analysis examines the influence of ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance on relationship quality and its consequences from multi-level perspectives in order to identify the nature of mix relationships at different levels. A survey with 505 qualified observations from financial institutions' customers in Taiwan was conducted. A structural equation modelling approach was used. Ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance, that is, the antecedents of relationship quality, have significant effects on relationship quality. Relationships exist between salespeople and customers, but customers also establish relationship with the retailers themselves. Satisfactory relationship quality has positive effects on commitment and loyalty. Implications for research and practice are discussed.

Suggested Citation

  • Wei-Ming Ou & Chia-Mei Shih & Chin-Yuan Chen & Chih-Wei Tseng, 2010. "Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 773-787, September.
    • Handle: RePEc:taf:servic:v:32:y:2010:i:5:p:773-787
    DOI: 10.1080/02642069.2010.531268
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2010.531268
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2010.531268?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. Yoon, Eunsang & Guffey, Hugh J. & Kijewski, Valerie, 1993. "The effects of information and company reputation on intentions to buy a business service," Journal of Business Research, Elsevier, vol. 27(3), pages 215-228, July.
    2. Boles, James S. & Johnson, Julie T. & BarksdaleJr., Hiram C., 2000. "How Salespeople Build Quality Relationships:: A Replication and Extension," Journal of Business Research, Elsevier, vol. 48(1), pages 75-81, April.
    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. Groza, Mark D. & Groza, Mya Pronschinske, 2018. "Salesperson regulatory knowledge and sales performance," Journal of Business Research, Elsevier, vol. 89(C), pages 37-46.
    2. Mariconda, Simone & Lurati, Francesco, 2015. "Does familiarity breed stability? The role of familiarity in moderating the effects of new information on reputation judgments," Journal of Business Research, Elsevier, vol. 68(5), pages 957-964.
    3. Payan, Janice M. & Nevin, John R., 2006. "Influence strategy efficacy in supplier-distributor relationships," Journal of Business Research, Elsevier, vol. 59(4), pages 457-465, April.
    4. Ozge Mehtap & Ozgur Kokalan, 2013. "The relationship between corporate reputation and organizational citizenship behavior: a comparative study on TV companies and banks," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(6), pages 3609-3619, October.
    5. Kick, Markus & Littich, Martina, 2015. "Brand and Reputation as Quality Signals on Regulated Markets," EconStor Preprints 182503, ZBW - Leibniz Information Centre for Economics.
    6. Kick, Markus, 2015. "The Price Premium Induced by Branding: A Health Care Case Study," EconStor Preprints 182504, ZBW - Leibniz Information Centre for Economics.
    7. Heyder, M. & Theuvsen, L., 2009. "Corporate Social Responsibility in the Agribusiness: A Research Framework," Proceedings “Schriften der Gesellschaft für Wirtschafts- und Sozialwissenschaften des Landbaues e.V.”, German Association of Agricultural Economists (GEWISOLA), vol. 44, March.
    8. Engler, Tobias H. & Winter, Patrick & Schulz, Michael, 2015. "Understanding online product ratings: A customer satisfaction model," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 113-120.
    9. Colicev, Anatoli & Kumar, Ashish & O'Connor, Peter, 2019. "Modeling the relationship between firm and user generated content and the stages of the marketing funnel," International Journal of Research in Marketing, Elsevier, vol. 36(1), pages 100-116.
    10. Berens, G.A.J.M. & van Riel, C.B.M. & van Bruggen, G.H., 2002. "The Added Value of Corporate Brands," ERIM Report Series Research in Management ERS-2002-43-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    11. Shih-Ping Jeng, 2008. "Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 15-26, January.
    12. Adjei, Mavis T. & Clark, Melissa N., 2010. "Relationship marketing in A B2C context: The moderating role of personality traits," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 73-79.
    13. Kristina Haberstroh & Ulrich R. Orth & Stefan Hoffmann & Berit Brunk, 2017. "Consumer Response to Unethical Corporate Behavior: A Re-Examination and Extension of the Moral Decoupling Model," Journal of Business Ethics, Springer, vol. 140(1), pages 161-173, January.
    14. Balboni, Bernardo, 2008. "Perceived corporate credibility as the emergent property of corporate reputation’s transmission process," MPRA Paper 7944, University Library of Munich, Germany.
    15. Ahmad Azmi M. Ariffin & Ehsaneh N.M. Nameghi & Amin Khakizadeh, 2013. "The Relationship between Airlines’ Corporate Image and the Expectation toward Inflight Hospitality Services," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 2, October.
    16. Nha Nguyen & Gaston LeBlanc, 2018. "The Combined Effects of Service Offering and Service Employees on the Perceived Corporate Reputation," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 4(2), pages 129-146, April.
    17. Macintosh, Gerrard, 2009. "Examining the antecedents of trust and rapport in services: Discovering new interrelationships," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 298-305.
    18. Ibrahim Alnawas & Shadi Altarifi, 2016. "Customer emotional regulation and relationship quality: Evidence from the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(4), pages 254-266, December.
    19. Angela Poulakidas & Paul A. Dion, 2016. "The Influence of Corporate Reputation on Preference for Biodiesel Supplier," Corporate Reputation Review, Palgrave Macmillan, vol. 19(4), pages 331-344, November.
    20. Ardy Wibowo & Shih-Chih Chen & Uraiporn Wiangin & Yin Ma & Athapol Ruangkanjanases, 2020. "Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience," Sustainability, MDPI, vol. 13(1), pages 1-18, December.

    More about this item

    Statistics

    Access and download statistics

    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:taf:servic:v:32:y:2010:i:5:p:773-787. 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    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.