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dc.contributor.authorHarmeling, Colleen M.
dc.contributor.authorPalmatier, Robert W.
dc.contributor.authorHouston, Mark B.
dc.contributor.authorArnold, Mark J.
dc.contributor.authorSamaha, Stephen A.
dc.date.accessioned2017-05-29T12:34:48Z
dc.date.available2017-05-29T12:34:48Z
dc.date.issued2015
dc.identifier.issn0022-2429
dc.identifier.doi10.1509/jm.15.0105
dc.identifier.urihttp://hdl.handle.net/10072/337607
dc.description.abstractExchange events are fundamental building blocks of business relationships and essential to relationship development. However, some events contribute to incremental relationship development, as predicted by life cycle theories, whereas others spark “turning points” with dramatic impacts on the relationship. Such transformational relationship events are encounters between exchange partners that significantly disconfirm relational expectations (positively or negatively); they result in dramatic, discontinuous change to the relationship's trajectory and often reformulate the relationship itself. With a three-study, multimethod design, the authors (1) establish a foundation for differentiating dramatic and incremental exchange events on the basis of relational versus product expectations and disconfirmations, thus revealing that strong relationships benefit product disconfirmations but harm relational disconfirmations, and (2) conceptualize, define, and differentiate transformational relationship events from other types of disconfirming events and then link them to exchange performance.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherAmerican Marketing Association
dc.relation.ispartofpagefrom39
dc.relation.ispartofpageto62
dc.relation.ispartofissue5
dc.relation.ispartofjournalJournal of Marketing
dc.relation.ispartofvolume79
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleTransformational Relationship Events
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dc.description.versionPublished
gro.rights.copyright© 2015 American Marketing Association. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
gro.hasfulltextFull Text
gro.griffith.authorPalmatier, Robert W.


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