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. Benjamin Pfister & Manfred Schwaiger & Tobias Morath, 2020. "Corporate reputation and the future cost of equity," Business Research, Springer;German Academic Association for Business Research, vol. 13(1), pages 343-384, April.
    4. Tae Choi & Jinchul Jung, 2008. "Ethical Commitment, Financial Performance, and Valuation: An Empirical Investigation of Korean Companies," Journal of Business Ethics, Springer, vol. 81(2), pages 447-463, August.
    5. 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.
    6. 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.
    7. Kick, Markus & Littich, Martina, 2015. "Brand and Reputation as Quality Signals on Regulated Markets," EconStor Preprints 182503, ZBW - Leibniz Information Centre for Economics.
    8. Fakhraddin Maroofi & Mohammad Nazaripour & Shahoo Maaznezhad, 2012. "Investigating the Service Brand, Customers Value and its Perspective," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 2(4), pages 102-118, October.
    9. Kick, Markus, 2015. "The Price Premium Induced by Branding: A Health Care Case Study," EconStor Preprints 182504, ZBW - Leibniz Information Centre for Economics.
    10. Albert Caruana & Joseph Vella & Jirka Konietzny & Saviour Chircop, 2018. "Corporate greed: its effect on customer satisfaction, corporate social responsibility and corporate reputation among bank customers," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 226-233, December.
    11. 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.
    12. Brodie, Roderick J. & Whittome, James R.M. & Brush, Gregory J., 2009. "Investigating the service brand: A customer value perspective," Journal of Business Research, Elsevier, vol. 62(3), pages 345-355, March.
    13. 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.
    14. Oznur Ozkan Tektas & Canan Eryigit & Ozge Tayfur Ekmekci, 2017. "Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 2(6), pages 4-24.
    15. 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.
    16. Rizwan Ali & Gao Lei Fu & Ramiz Ur Rehman, 2014. "Factors Influencing Customer Loyalty of Banking Industry: Empirical Evidence from Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 4(2), pages 9-26, June.
    17. 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.
    18. 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.
    19. Pinna, Roberta & De Simone, Silvia & Cicotto, Gianfranco & Malik, Ashish, 2020. "Beyond organisational support: Exploring the supportive role of co-workers and supervisors in a multi-actor service ecosystem," Journal of Business Research, Elsevier, vol. 121(C), pages 524-534.
    20. Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.

    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.