Purpose: The purpose of this paper is to identify the impact of analytical customer relationship management (CRM) on salesperson information use behavior. Design/methodology/approach: To achieve the aim of this paper, a vignette experiment was undertaken. The data used for the final analysis...

Purpose: Building on prior trust repair research, this study aims to develop a more robust theoretical framework that describes trust repair strategies used by salespeople following a breach of trust. Design/methodology/approach: To achieve the aim of this paper, individual depth interviews...

Purpose: Reciprocity has traditionally been overlooked in social exchange models of inter-firm relationships. Therefore, this research integrates reciprocity and its antecedents into a social exchange model of inter-firm relationships. Design/methodology/approach: The authors collected primary...

Purpose: The purpose of this study is to understand how perceived vulnerability reduces consumers’ willingness to utilize services offered by nonprofit organizations (NPOs). Design/methodology/approach: Three online surveys were conducted across two research contexts to test the proposed...