Academic research studies examining the ethical attitudes and behaviors of salespeople have produced several frameworks that explore the ethical decision-making processes to which salespeople adhere when faced with ethical dilemmas. Past literature enriches our understanding; however, a critical...

This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of...

This study examines how technology and complementary resources are bundled to form capabilities that foster durable customer relationships. Drawing from the literature in marketing, strategic management, and information systems, the first outcome is a theoretically grounded conceptualization of...

COSMOS is a technology solutions provider offering IT infrastructure, personal computing and access devices, global services, imaging, and printing for consumers and enterprises. The company uses a mix of distribution channels (both online and offline) to deliver its products and services....

The primary purpose of this study is to enhance the understanding of the impact of distribution channel conflicts on the channel efficiency, which has hitherto received little attention in distribution channel literature. Although ‘channel conflict’ as a construct is fairly well researched...

This study critically examines the existing domains, conceptualizations and operationalizations of the salesperson’s customer orientation constructs present in the literature. The widely used Salesperson orientation-Customer orientation (SOCO) construct (its domain, definition and scale) is...

Case based pedagogy has become popular in most business schools today, since the pioneering efforts made by Harvard Business School, several decades ago. Although the case method approach stands firmly on grounds its effectiveness in ‘simulating reality of the business world’ in the...

The article aims to enhance the understanding of the effect of channel conflicts on channel efficiency through a conceptual framework, specifically the moderating effect of the conflict resolution strategies on the channel efficiency, the research on which is largely absent in the channel...

Interpersonal trust, one of the key elements in the foundation of social relationships, occupies a central position in the formation of socio-economic dyadic relationships. Yet, the impact of interpersonal trust in the marketing context on individual performance is rarely treated with any...

This case is written at a time when organized retailing in India was booming, opening up opportunities for numerous big indigenous and foreign players. Also, with the rising disposable incomes of the Indian middle class and their changing tastes and preferences, they were becoming more and more...