Relationship Building Process Research Articles

Relationship development in selling: A cognitive analysis

Recent research has suggested that trust and relationship-building contribute to the effectiveness of salespeople. This paper reviews the literature on the cognitive selling paradigm and the influence of knowledge structures on the relationship-building process. Next, two recent studies (Anglin 1990; Szymanski 1987) which investigated knowledge, relationship development, and sales performance are reviewed. The findings from these studies imply that a fundamental difference may exist in the manner in which higher and lower performing salespeople perceive the selling process. Higher performers placed greater emphasis on establishing “trust” and also preferred to find out information about the prospect before reciprocating with information about themselves. Lower performers, on the other hand, preferred to disclose information about themselves before obtaining personal information about the prospect.

The view from over there: reframing the OSCE through the experience of standardised patient raters

Ratings awarded by standardised patients (SPs) in UK objective structured clinical examinations (OSCEs) are typically based on humanistic (non-technical) skills and are complementary to clinician-examiner ratings. In psychometric terms, SP ratings appear to differ from examiner ratings and improve reliability. For the first time, we used qualitative methods from a constructivist perspective to explore SP experiences of rating, and consider how these impact our understanding of assessment. We used constructivist grounded theory to analyse data from focus groups and individual semi-structured interviews with 38 SPs and four examiners. Inductive coding, theoretical sampling and constant comparison continued until theoretical saturation was achieved. Standardised patients assessed students on the core process of relationship building. Three theoretical categories informed this process. The SP identity was strongly vocational and was both enacted and reinforced through rating as SPs exerted their agency to protect future patients by promoting student learning. Expectations of performance drew on individual life experiences in formulating expectations of doctors against which students were measured, and the patient experience was a lens through which all interactions were refracted. Standardised patients experienced the examination as real rather than simulated. They rated holistically, prioritised individuality and person-centredness, and included technical skill because the perception of clinical competence was an inextricable part of the patient experience. The results can be used to reframe understanding of the SP role and of the psychometric discourse of assessment. Ratings awarded by SPs are socially constructed and reveal the complexity of the OSCE process and the unfeasibility of absolute objectivity or standardisation. Standardised patients valued individuality, subjective experience and assessment for learning. The potential of SPs is under-used their greater involvement should be used to promote real partnership as educators move into a post-psychometric era. New-generation assessments should strive to value subjective experience as well as psychometric data in order to utilise the significant potential for learning within assessment.

One-to-One and One-to-Many Business Relationship Marketing: Toward a Theoretical Framework

ABSTRACT Purpose. This work addresses mixed findings in relationship marketing literature regarding the importance of micro-level (interpersonal) relationships on firm outcome. Methodology/Approach: The article leverages impression formation theory to advance a framework to understand one-to-one and one-to-many marketing relationships to better predict firm outcome. Findings: The authors suggest that 5 framework moderators—the type and consistency of the encounters, relationship age, purchase frequency, relationship interruptions, and two customer side characteristics (i.e., need to evaluate [NTE] and need for cognitive closure [NFCC]”)—can qualify the relationship building process and impact the effectiveness of interpersonal and/or group relationships on firm outcome. Practical Implications: The framework suggests that (1) highly consistent sales team behaviors reduce the risk of losing business in case of a sales team member leaving; (2) low frequency purchases are better suited for one-to-many selling relationships; (3) temporarily suspending relationships by individual salespeople is more harmful than suspending relationships by sales teams; (4) involving the customer in the acquisition process facilitates team selling; and (5) a positive first impression is more important for high (vs. low) NFCC and high NTE customers. Originality/Value. The theoretical framework (1) distinguishes between individual-to-individual and individual-to-group relationships, (2) suggests a distinction between micro-level individual-to-individual and individual-to-group relationships and macro-level individual-to-firm relationships, (3) analyzes the impact of micro-level relationships under the influence of context-related and customer-related factors, and (4) provides managerially relevant guidelines for strategic sales planning.

Tribute to L. L. Waters

In Memoriam Long-time members of the American Society of Transportation and Logistics and readers of the Transportation Journal were saddened by news of the death of Dr. L. L. Waters at age 99 on September 8, 2012. To us, the sense of loss struck by Dr. Waters’ passing was sharpened by our decades-long direct acquaintance with him as a professor, a trusted and caring provider of sage counsel, and a friend. Before going further, we need to explain that the initials “L. L.” stand for “Lawrence Leslie.” Friends and colleagues commonly addressed him informally as “Les.” Infrequently, he would be identified formally in print as “L. Leslie Waters.” In virtually all other instances, ranging from bylines on published articles to title pages in books and entries on signatory pages and business cards, “L. L. Waters” was imprinted. Transportation was Dr. Waters’ primary area of focus during his service between 1948 and 1978 as a faculty member in the School of Business at Indiana University (IU). However, his teaching and research interests and expertise reached across much if not most of the wider sphere of business and economic subject matter. One manifestation of this was his teaching of business policy, the cross-functional capstone course for MBA students. As for his published research, the books, monographs, and articles that he authored and coauthored over the course of his career covered topics involving every mode of transport and extended beyond to migratory labor, manufacturing, trade barriers, executive compensation, taxation, and business management case problems. In essence, he was a true “boundary spanner” before the term achieved popular use. Current space prohibits unabridged recitation of Dr. Waters’ professional biography. However, a sampling of additional specimens of the breadth of his work is in order.

A ‘Transnormative’ View of Society Building: Simmel’s Sociological Epistemology and Philosophical Anthropology of Complex Societies

In an epoch of ‘liquid modernity’, normativity assumes unforeseeable forms. Neither the theories of normative integration nor post-normative approaches can explain its contradiction: binding normativity still prevails, but its validity is limited in space and time. Only a ‘transnormative approach’ can therefore address the issue. An ideal-typical reconstruction of sociological theories as a contrast between normative and transnormative approaches allows us to appreciate the decisive contribution Simmel makes to the understanding of complex societies. A precondition is, however, to explain the epistemological efforts he made to overcome axiomatic assumptions about human sociability that unconsciously guide sociological thought. To this end, Simmel develops two different nuclei of sociological and philosophical theory: sociological epistemology and philosophical anthropology of complex societies. These are analysed as a process of relationship-building in a transnormative sense. To interact, individuals are required to comply with expectations of the other. Therefore living in society always presupposes a dialectic between the public and the private person. Enquiring into this issue allows Simmel to ground a non-normative theory of social integration. As long as individuals realize their potential through social interaction, this process permits society building even though there are no shared value orientations.

In‐depth joint supply chain learning: towards a framework

PurposeThe purpose of this paper is to build a conceptual framework for understanding how in‐depth joint supply chain learning can be successfully developed. This kind of learning is becoming increasingly important in highly turbulent and uncertain economic environments of new and growing interdependencies and complexities.Design/methodology/approachUsing a “synthesizing” or “bricolage” approach, key insights, now dispersed over a variety of literatures and disciplines, are integrated to develop the framework.FindingsThe leading facilitative actor's orientations, competencies and behavior play a significant role in enhancing the relationships between the supply chain actors shaping in‐depth joint learning. Starting with establishing interaction boundary conditions by the leading actor, this process is likely to lead to system‐level generative outcomes. These outcomes, in turn, serve the process cycle of in‐depth joint learning as inputs for the relationship building process among all the actors.Research limitations/implicationsBy centering on the actual shaping of in‐depth joint learning, and the concrete enactment of roles by protagonists enhancing this process, the paper has opened the black box. Future research should refine the framework.Practical implicationsApart from giving insight into the repertoire of relational competencies and behaviors needed to enhance the relationship building process conducive to in‐depth joint learning, the paper addresses how these skills can be developed in practice and education.Originality/valueThe paper identifies several implications for research, practice, and education. Instead of focusing predominantly on the content, procedure, levers, or outcomes of learning, the relational construction of the learning process itself is clarified.

Model development for international nurse educator partnerships: relationship-building process and strategies

Cultural diversity and its impact on patient care contribute to persistent health care disparities. In attempts to enhance nursing student cultural awareness and sensitivity, nurse educators seek international opportunities, often times in low resource countries, as ways to expand upon culturally diverse experiences. A model that addresses relationship-building among faculty from different countries and cultures contributes to enhanced professional relationships, minimizes collaboration barriers, and maximizes shared teaching opportunities during international experiences. It is critical in relationship-building among nurse educators to develop implementation strategies that facilitate comprehensive and effective student encounters.

Maternal HIV Serostatus, Mother–Daughter Sexual Risk Communication and Adolescent HIV Risk Beliefs and Intentions

Daughters of HIV-positive women are often exposed to the same factors that placed their mothers at risk. This cross-sectional study (N = 176 dyads) examined HIV status, parent-teen sexual risk communication (PTSRC), and daughters' abstinence and condom use beliefs and intentions. Maternal HIV status was not associated with PTSRC. Path analyses show that maternal depression was associated with PTSRC behavioral and normative beliefs; relationship satisfaction was associated with PTSRC normative and control beliefs. Control beliefs were solely predictive of maternal PTSRC intention. PTSRC was associated with adolescent behavioral and normative beliefs. Abstinence beliefs were associated with abstinence intentions; condom beliefs were associated with condom use intentions. Relationship satisfaction was associated with adolescent control beliefs about both abstinence and condom use. There is a need for interventions that help HIV-positive mothers recognize their daughter's HIV risk and provide them with relationship building and parent process skills to help reduce these risks.

The Effects of Dimensions of Trust on Relationship Building Process of Firms: The Moderating Roles of Relationship Length

The Effects of Dimensions of Trust on Relationship Building Process of Firms: The Moderating Roles of Relationship Length

Nationalism, Identity, and Fan Relationship Building in Barcelona Football Club

Historically, Barcelona Football Club (BFC) has represented one of the pillars of Catalan identity, which earned it the slogan “more than a club.” In recent times, especially under the presidency of Joan Laporta, management has radicalized the club’s political positions by using BFC as a platform to openly promote the independence from Spain of the Catalan region. Despite the fact that most Barcelona fans in Catalonia, as well as in the rest of Spain, have much more moderate political positions, the radicalization of BFC does not appear to have eroded the relationship-building process with Barcelona fandom. This article argues that BFC as an institution still maintains a good relationship with its fans because the social, as well as individual, identity provided by allegiance to a soccer club such as BFC is ultimately more important to members and fans than the club’s political positions.

Establishing Therapeutic Relationships With Vulnerable and Potentially Stigmatized Clients

Grounded theory was employed to elucidate how public health nurses (PHNs) develop therapeutic relationships with vulnerable and potentially stigmatized clients, specifically, single mothers living in low-income situations. We named the emerging theoretical model Targeting Essence: Pragmatic Variation of the Therapeutic Relationship, after discovering that although PHNs strove to achieve relational goals, their attention was primarily focused on the goal of ascertaining concerns foremost on the hearts and minds of mothers, and that PHNs had to accomplish these goals within short practice timeframes. The study's focused context elicited a nuanced explanation of the dynamic relationship-building process derived from subjective relationship experiences of PHNs and single mothers living in low-income situations. We believe Targeting Essence will serve as an effectual relationship-building model, enabling PHNs to know essentially what mothers want and need, and enabling mothers to know essentially that their PHN can be trusted not to render judgment.

Meeting Relationship-Marketing Goals Through Social Media: A Conceptual Model for Sport Marketers

Sport industry marketers have long understood the importance of nurturing customer relationships. The new challenge is how best to face the shifts in customer relationship marketing posed by sports organizations and proactive consumers, or “prosumers.” In this article, the elements of the relationship-building process are presented with a focus on communication, interaction, and value, concepts identified in Gronroos’s (2004) relationship-marketing process model. An expanded version of Gronroos’s model is developed to include prosumers and to describe the interactions that occur through social-media exchanges. The value of specific social-media tools and Web 2.0 technologies in helping sport marketers meet their relationship-marketing goals is also discussed. Finally, directions for future research employing the expanded model are suggested.

Long-Term Care May Call For Substance Abuse Care

Long-Term Care May Call For Substance Abuse Care

Women Front and Center: The Opportunities of Involving Women in Participatory Health Research Worldwide

Participatory research involving communities, especially women, is increasingly recognized as a valuable and scientifically sound approach to improve the relevance of a study, the accuracy of data collection and interpretation, the adherence to study procedures, and the likelihood of adopting any resulting intervention. This approach has interdisciplinary roots dating back more than half a century. Although widely used in community-based conservation and development projects worldwide, international public health research has yet to fully embrace this inclusive approach, which requires the sharing of power with research participants and a more involved relationship building process with communities. In return, the gap between publication and public action can be narrowed because ownership of the research process by an empowered community can lay the foundation for an accelerated implementation of interventions tailored to community needs and based on research results. This article draws on the professional experiences of the authors as well as published examples of international participatory health research with women. Factors critical for the success of participatory research are discussed, including attention to initial planning, early community involvement, conceptual clarity, defined community benefits, and joint interpretation of results, as well as translation to action. It includes common challenges and strategies to overcome them, such as conflict resolution and data ownership.

패션브랜드의 사회적 책임활동 동기에 대한 지각과 소비자-브랜드 관계 형성

The purpose of this study is to investigate the effect of the perceived motivations of the corporate social marketing to fashion brand and the process of consumer-brand relationship building. In this study, we proposed the hypotheses on the relationships among six focal variables. The collected data were analyzed by frequency analysis, reliability analysis, factor analysis and covariance structure analysis with SPSS 12.0 program and AMOS 7.0. 519 complete responses were obtained from core female adults consumers in fashion market. The results were as follows. First, philanthropic motivation significantly affected both benevolence and expert-based trust, but economic motivation significantly affected expert-based trust only. Second, there were significant effects in consumer trust and brand emotion. Third, the brand emotion had a strong influence on brand commitment. The results of this study will help fashion corporations to understand the relative importance of the two different motivations of CSR activities in building consumer-brand relationships.

Relationship Building in Entrepreneurship Liaison Work: One Business Librarian's Experience at North Carolina State University

This article presents the growth of entrepreneurship education on college campuses as an opportunity for business librarians to engage strategic initiatives that reach beyond the business school. Drawing on the experiences of one business librarian serving as the primary liaison to a campus wide entrepreneurship initiative at North Carolina State University (NC State), this article illustrates how a relationship-building approach to liaison work can lead to iterative collaborations with faculty over time. An in-depth consideration of the relationship-building process offers a model that librarians in business and other subject liaison roles can adapt and reflect on their practice. The model considers three stages: recognizing events as opportunities, developing those opportunities into relationships, and cultivating those relationships through collaborative projects that can improve student learning and scholarship through synergistic outcomes.

Canadian National Sport Organizations’ Use of the Web for Relationship Marketing in Promoting Sport Participation

Sport-participation development requires a systematic process involving knowledge creation and dissemination and interactions between national sport organizations (NSOs), participants, clubs, and associations, as well as other agencies. Using a relationship-marketing approach (Grönroos, 1997, Gummesson, 2002, Olkkonen, 1999), this article addresses the question, How do Canadian NSOs use the Web, in terms of functionality and services offered, to create and maintain relationships with sport participants and their sport-delivery partners? Ten Canadian NSOs’ Web sites were examined. Functionality was analyzed using Burgess and Cooper’s (2000) eMICA model, and NSOs’ use of the Internet to establish and maintain relationships with sport participants was analyzed using Wang, Head, and Archer’s (2000) relationshipbuilding process model for the Web. It was found that Canadian NSOs were receptive to the use of the Web, but their information-gathering and -dissemination activities, which make up the relationship-building process, appear sparse and in some cases are lagging behind the voluntary sector in the country.

Risk communication management: a case study on Brookhaven National Laboratory

PurposeThe purpose of this case study was to analyze risk communication management practice of Brookhaven National Laboratory (BNL), using the relationship management theory in public relations.Design/methodology/approachThe study draws upon interviews with key stakeholders of the laboratory, including top managers, communication practitioners, employees, and community members. Media reports, internal documents, and on‐site participant observations were concurrently analyzed.FindingsThe study identified leadership communication, organizational commitment to stakeholder relationships, integrated communication function, employee participation in community outreach, and symmetrical communication strategies as contributing factors of effective risk communication management. In particular, the study provided insights into the roles employees play in risk communication settings. It was found that employees' use of symmetrical communication strategies such as openness, access, and listening in risk communication programs contributed to external publics' development of positive perceptions regarding the organization.Practical implicationsThe article concludes with four implications of the findings for the practice of risk communication.Originality/valueThis study closely followed the methods by which public relations practitioners, non‐public relations employees, and publics engaged in the relationship building process. The case study should, therefore, provide insights to students and scholars interested in discovering public relations theory at work in a real‐life setting.

Building customer relationships in an electronic age: The role of interactivity of E‐commerce Web sites

AbstractThis study examines the role of perceived interactivity and other marketing tactics in relationship building with customers in the online retail environment by applying a relationship investment model adapted from De Wulf, Odekerken‐Schröder, and Iacobucci (2001). A proposed structure model was tested with data collected from an online survey of 571 respondents. In the model, three subdimensions of perceived interactivity and three marketing tactic variables were incorporated as the antecedents of perceived relationship investment that subsequently influenced perceived relationship quality and behavioral loyalty. Results suggest that two marketing tactics—direct mail (e‐mail) and tangible rewards—and two dimensions of perceived interactivity—synchronicity and two‐way communication—play as significant antecedents for the relationshipbuilding process of online retail brands. In addition, the findings confirm the relationships among perceived relationship investment, relationship quality, and behavioral loyalty, which indicates that the fundamental process of relationship building remains similar in the online environment. Reflecting the unique nature of the online retail environment, the model also clarifies the roles of interactivity as well as traditional relationship investment strategies in facilitating online retailers' relationship building with customers. © 2008 Wiley Periodicals, Inc.

Relationship Building Process through Local Tourism Development

Relationship Building Process through Local Tourism Development