Purpose – This study seeks to explain a buyer's response to a seller's violation of trust. Four negative responses (decline in trust, negative emotions, negative word‐of‐mouth (WOM) and reduction in repurchase intentions) and four explanatory variables (magnitude of violation, integrity...

Purpose – The paper aims to describe and develop the constructs of trust and adaptation in supplier‐customer relationships when associated with environmental (green) issues. Design/methodology/approach – The study is based on empirical data obtained from the perspective of both supplier...

Purpose – The exchange of goods between individual consumers being facilitated by the internet and “peer‐to‐peer” (P2P) systems is severely altering the business landscape. In broader terms, P2P exchanges are a form of what has occasionally been labeled “consumer‐to‐consumer”...

Purpose – The purpose of this paper is to present a critique of the use of governance value analysis (GVA) for assessment of value creation in supply chains. Design/methodology/approach – The study presents a conceptual analysis of the assumptions, factors, and range of GVA as it applies to...

Purpose – The purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM). Design/methodology/approach – Action research (AR) allows managers to raise the tacit knowledge of their...

Purpose – The purpose of this paper is to examine suppliers' adaptation to a major buyer, and to contribute to the findings of past research. Design/methodology/approach – The research is based on a survey conducted among the suppliers to a major manufacturing firm as well as personal...

Purpose – The purpose of this paper is to study compatibility variations in buyer‐seller relationships between Mainland Chinese firms and Hong Kong Chinese buyer firms that act as intermediaries to markets in the West. Design/methodology/approach – Data are drawn from 19 multiple...

Purpose – The purpose of the study is to investigate loyalty building and the creation of affectionate bonds in the consumer‐firm dyad. Design/methodology/approach – The study relies on face‐to‐face personal interviews in the context of grocery store retailing. Findings – The results...

Purpose – Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits...