Anderson, Eugene W. and Mary W. Sullivan. 1993. “The Antecedents and Consequences of Customer Satisfaction for Firms.”Marketing Science
12 (2): 125–143.CrossRef
Barber, Bernard. 1983.The Logic and Limits of Trust. New Brunswick, NJ: Rutgers University Press.
Bergen, Mark, Shantanu Dutta, and Orville Walker. 1992. “Agency Relationships in Marketing: A Review of the Implications and Applications of Agency and Related Theories.”Journal of Marketing
56 (July): 1–24.CrossRef
Berry, Leonard L. 1995. “Retailers With a Future.”Marketing Management 5 (Spring): 39–46.
Bigley, Gregory and Jone Pearce. 1998. “Straining for Shared Meanings in Organization Science: Problems of Trust and Distrust.”Academy of Management Review
23 (3): 405–421.CrossRef
Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault. 1990. “The Service Encounter: Diagnosing Favorable and Unfavorable.”Journal of Marketing
54 (January): 71–84.CrossRef
Blau, P. M. 1964.Exchange and Power in Social Life. New York: John Wiley.
Boulding, William and Amna Kirmani. 1993. “A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signal of Quality?”Journal of Consumer Research
Buttle, Francis. 1996. “Unserviceable Concepts in Service Marketing.”The Quarterly Review of Marketing 11 (3): 8–14.
Campbell, Margaret C. 1999. “Perceptions of Price Unfairness: Antecedents and Consequences.”Journal of Marketing Research
36 (May): 187–199.CrossRef
Casson, Mark. 1997.Information and Organization. New York: Oxford University Press.
Chiles, Todd H. and John F. McMackin. 1996. “Integrating Variable Risk Preferences, Trust and Transaction Cost Economics.”Academy of Management Journal
21 (1): 73–99.CrossRef
Churchill, Gilbert A., Jr. and Carol Surprenant. 1982. “An Investigation Into the Determinants of Customer Satisfaction.”Journal of Marketing Research
19 (November): 491–504.CrossRef
Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles. 1990. “Relationship Quality in Services Selling: An Interpersonal Influence Perspective.”Journal of Marketing
54 (July): 68–81.CrossRef
Dick, Alan and Kunal Basu. 1994. “Customer Loyalty: Toward an Integrated Conceptual Framework.”Journal of the Academy of Marketing Science
22 (2): 99–113.CrossRef
Dickson, Peter R. and Rosemary Kalapurakal. 1994. “The Use and Perceived Fairness of Price-Setting Rules in the Bulk Electricity Market.”Journal of Economic Psychology
Doney, Patricia and Joseph P. Cannon. 1997. “An Examination of the Nature of Trust in Buyer-Seller Relationships.”Journal of Marketing
61 (April): 35–51.CrossRef
Dyer, Jeffrey and Harbir Singh. 1998. “The Relational View: Cooperative Strategy and Sources of Inter-Organizational Competitive Advantage.”Academy of Management Review
23 (4): 660–679.CrossRef
Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant. 1996. “The American Customer Satisfaction Index: Nature, Purpose, and Findings.”Journal of Marketing
60 (October): 7–18.CrossRef
Ganesan, Shankar and Ron Hess. 1997. “Dimensions and Levels of Trust: Implications for Commitment to a Relationship.”Marketing Letters
8 (4): 439–448.CrossRef
Garbarino, Ellen and Mark Johnson. 1999. “The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships.”Journal of Marketing
63 (April): 70–87.CrossRef
Gassenheimer, Jule, Franklin Houston, and J. Charlene Davis. 1998. “The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention Decisions.”Journal of the Academy of Marketing Science
26 (4): 322–337.CrossRef
Granovetter, Mark. 1985. “Economic Actions and Social Structure.”American Journal of Sociology
Grewal, Dhruv, Kent Monroe, and R. Krishnan. 1998. “The Effects of Price-Comparison Advertising on Buyer's Perceptions of Acquisition Value, Transaction Value and Behavioral Intentions.”Journal of Marketing
62 (April): 46–59.CrossRef
Gronroos, C. 1994. “Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm.”Journal of Marketing Management
10 (5): 347–360.CrossRef
Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner. 1998. “Relational Benefits in Service Industries: The Customer's Perspective.”Journal of the Academy of Marketing Science
26 (2): 101–114.CrossRef
Hansen, Mark, Robert Hoskisson, and Jay Barney. 1999. “Resolving the Opportunism Minimization-Opportunity Maximization Paradox.” Working Paper. Brigham Young University, Provo, UT.
Holmstrom, Bengt. 1980. “Moral Hazard and Observability.”Bell Journal of Economics
Hubbard, Thomas. 1998. “An Empirical Examination of Moral Hazard in the Vehicle Inspection Market.”RAND Journal of Economics
29 (2): 406–426.CrossRef
Jacoby, Jaccob, Robert W. Chestnut, and William A. Fisher. 1978. “A Behavioral Process Approach to Information Acquisition in Nondurable Purchasing.”Journal of Marketing 15 (November): 532–544.
Kachelmeier, Steven J., Stephen T. Limberg, and Michael S. Schadewald. 1991. “A Laboratory Market Examination of the Consumer Price Response to Information About Producers' Costs and Profits.”The Accounting Review 66 (4): 694–717.
Kahneman, Daniel, Jack L. Knetsch, and Richard Thaler. 1986. “Fairness as a Constraint on Profit Seeking: Entitlements in the Market.”The American Economic Review 76 (4): 728–741.
— and Amos Tversky. 1979. “Prospect Theory: An Analysis of Decisions Under Risk.”Econometrica
47 (March): 263–291.CrossRef
LaBarbera, Priscilla and David Mazursky. 1983. “A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process.”Journal of Marketing Research
20 (November): 393–404.CrossRef
Lewicki, Roy, Daniel McAllister, and Robert Bies. 1998. “Trust and Distrust: New Relationships and Realities.”Academy of Management Review
23 (3): 438–458.CrossRef
McAllister, Daniel. 1995. “Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organization.”Academy of Management Journal
38 (1): 24–59.CrossRef
McCallum, Richard J. and Wayne Harrison. 1985. “Interdependence in the Service Encounter.” InThe Service Encounter: Managing Employee/Customer Interaction in Service Businesses. Eds. John A. Czepiel, Michael R. Solomon, and Carol F. Suprenant. Lexington, MA: Lexington Books, 35–48.
McCormick, John. 1999. “The Sorry Side of Sears.”Newsweek, February 22, pp. 36–39.
Mishra, D.P., J. Heide, and S. Cort. 1998. “Information Asymmetry and Levels of Agency Relationships.”Journal of Marketing Research
35 (August): 277–295.CrossRef
Mittal, Vikas, William Ross, and Patrick Baldasare. 1998. “The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions.”Journal of Marketing
62 (January): 33–47.CrossRef
Monroe, Kent B. 1973. “Buyers' Subjective Perceptions of Price.”Journal of Marketing Research
10 (February): 70–80.CrossRef
Morgan, Robert M. and Shelby D. Hunt. 1994. “The Commitment-Trust Theory of Relationship Marketing.”Journal of Marketing
58 (July): 20–38.CrossRef
Mudambi, Ram. 1997. “Insurance or Signals?”Applied Economics
Nooteboom, Bart. 1996. “Trust, Opportunism and Governance: A Process and Control Model.”Organization Studies
17 (6): 985–1010.CrossRef
Oliva, Terence A., Richard Oliver, and Ian C. MacMillan. 1992. “A Catastrophe Model for Developing Service Satisfaction Strategies.”Journal of Marketing
56 (July): 83–95.CrossRef
Oliver, Richard L. 1980. “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.”Journal of Marketing Research
17 (November): 460–469.CrossRef
— 1997.Satisfaction: A Behavioral Perspective on the Consumer. Boston: McGraw-Hill.
— 1999. “Whence Consumer Loyalty?”Journal of Marketing
63 (Special Issue): 33–44.CrossRef
Osigweh, Chimezie. 1989. “Concept Fallibility in Organization Science.”Academy of Management Review
14 (4): 579–594.CrossRef
Rao, Akshay R. and Mark E. Bergen. 1992. “Price Premium Variations as a Consequence of Buyers' Lack of Information.”Journal of Consumer Research
19 (December): 412–423.CrossRef
— and Kent B. Monroe. 1996. “Causes and Consequences of Price Premiums.”Journal of Business
69 (4): 511–535.CrossRef
—, Lu Qu, and Robert W. Ruekert. 1999. “Signaling Unobservable Product Quality Through a Brand Ally.”Journal of Marketing Research
36 (May): 258–268.CrossRef
Reichheld, Frederick F. 1996.The Loyalty Effect. Boston: Bain.
Rousseau, Denise, Sim B. Sitkin, Ronald Burt, and Colin Camerer. 1998. “Not so Different After All: A Cross-Discipline View of Trust.”The Academy of Management Review 23 (3): 393–404.
Sheth, Jagdish and Atul Parvatiyar. 1995. “Relationship Marketing in Consumer Markets: Antecedents and Consequences.”Journal of the Academy of Marketing Science
23 (4): 255–271.CrossRef
Singh, Jagdip and Gary Rhoads. 1991. “Boundary Role Ambiguity in Marketing-Oriented Positions: A Multidimensional Multifaceted Operationalization.”Journal of Marketing Research
28 (August): 328–338.CrossRef
Sitkin, Sim and Nancy Roth. 1993. “Examining the Limited Effectiveness of Legalistic ‘Remedies’ for Trust/Distrust.”Organization Science 4 (August): 367–392.
Skowronski, John J. and Donal E. Carlston. 1987. “Social Judgement and Social Memory: The Role of Cue Diagnosticity in Negativity, Positivity, and Extremity Biases.”Journal of Personality and Social Psychology
52 (4): 689–699.CrossRef
Sorrentino, Richard M., John G. Holmes, Steven E. Hanna, and Ann Sharp. 1995. “Uncertainty Orientation and Trust in Close Relationships: Individual Differences in Cognitive Styles.”Journal of Personality and Social Psychology
68 (2): 314–327.CrossRef
Tax, Stephen, Stephen Brown, and Murali Chandrashekaran. 1998. “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing.”Journal of Marketing
60 (April): 60–76.CrossRef
Taylor, Shelley. 1991. “Asymmetrical Effects of Positive and Negative Events: The Mobilization-Minimization Hypothesis.”Psychological Bulletin
110 (1): 67–85.CrossRef
Telser, L. G. 1980. “A Theory of Self-Enforcing Agreements.”Journal of Business
53 (1): 27–44.CrossRef
Uzzi, Brian. 1997. “Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness.”Administrative Science Quarterly
Voss, Glenn, A. Parasuraman, and Dhruv Grewal. 1998. “The Roles of Price, Performance and Expectations in Determining Satisfaction in Service Exchanges.”Journal of Marketing
62 (October): 46–61.CrossRef
Weigelt, Keith and Colin Camerer. 1988. “Reputation and Corporate Strategy: a Review of Recent Theory and Applications.”Strategic Management Journal
Wilson, Charles. 1980. “The Nature of Equilibrium in Markets With Adverse Selection.”Bell Journal of Economics
Wyer, Robert S. and Scott E. Gordon. 1982. “The Recall of Information About Persons and Groups.”Journal of Experimental and Social Psychology
Yi, Youjae. 1990. “A Critical Review of Consumer Satisfaction.” InReview of Marketing 1990. Ed. Valarie A. Zeithaml. Chicago: American Marketing Association, 68–123.