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This article contributes to the debate on the relation between trust and control in the management of inter-organizational relations. More specifically, we focus on the question how trust and formal contract are related. While there have been studies on whether trust and contract are substitutes or complements, they offer little insight into the dynamic interaction between the two. They fail to answer, first, whether contract precedes trust or follows it, in other words, what causal relationship exists between the concepts; second, how and why trust and contract can substitute or complement each other; and third, how the various combinations of trust and contract affect a relationship's development and outcome. In search of answers, we conducted longitudinal case studies to reveal the relationship between trust, contract and relationship outcome in complex inter-firm relationships. We find trust and contract to be both complements and substitutes and find that a close study of a contract's content offers alternative insight into the presence and use of contracts in inter-firm relationships.

Develops a model which integrates the development of marketing relationships with marketing communication practice. Especially within the realm of relationship marketing thinking, communication may be understood as an act of persuasion. Using three classical rhetorical elements, we may see this process as developing an understanding of the communicator's intentions and qualities (ethos) and the communication climate (pathos), both of which are necessary for engaging in constructive dialogues with customers (logos). On this basis, the paper outlines a model for integrating practices of marketing communication with relationship building and illustrates the model using a case study from a Danish bank as a reflective device.

"This book offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research"--

PurposeFor the benefit of those who want to address gaps in our understanding of business relationships, this paper seeks to conceptually frame investigation into critical interaction episodes that fundamentally strengthen or fatally weaken relationship development. It also considers the importance of non‐critical episodes in business relationships. Particular attention is paid to the enduring yet frequently modified critical incident technique associated with Flanagan.Design/methodology/approachEpisode relationship theory, the qualitative/quantitative debate, and the critical incident technique (CIT) literature are selectively reviewed and critically assessed.FindingsFirst, because business relationships tend to persist, episode research must advance beyond relationship dissolution studies and progress into investigations of how different types of interactions change relationships. New types of episodes need to be studied, such as the generative, degenerative, and neutral episodes discussed here. Also, functionally distinct characteristic and non‐critical episodes are conceptualized. Second, the methods review suggests that useful qualitative methods deserve more attention. Third, though CIT research is prevalent in the marketing literature, it is at present incompletely adapted to business marketing research and needs development along the lines suggested in this article.Originality/valueThe interaction perspective on business relationships is given a dynamic framework at the interaction episode level while keeping the connection to the more macro relationship development models that conceptualize relationship states and processes.

PurposeThis paper aims to report on the role of information sharing in business relationships development.Design/methodology/approachThis paper is based on a single embedded case study research. Relationships between a large global manufacturer and supplier of imaging products and solutions and two of their major channels, also large retailers with several department stores, were studied. Semi‐structured interviews, participant observation and document reviews were utilised to gather data.FindingsA two‐dimensional construct of information sharing comprised by mutual disclosure and multi‐contact is proposed to account for this critical attribute of business‐to‐business relationship structure. The author concludes that information sharing fosters inter‐company collaboration, potentially increasing the value that both buyer and supplier can harvest from business relationships.Research limitations/implicationsThe findings of this research are not generalisable to one industry or population; however, they have theoretical implications that need validation in a broader context.Practical implicationsData from the case study suggests that it is the supplier's responsibility to open various information‐sharing channels. Customers would, depending on the levels of trust, use these channels to share valuable information.Originality/valueInstead of looking at information sharing as an indirect method to transmit persuasive messages, information sharing is seen as a form of collaborative communication that promotes trust and supports business growth.

This article is based on manuscripts and printed sources still extant and gives a relationship development overview of the two famous USA public fi­gures – Jonas Žilius (1870–1932) and Jonas Šliūpas (1861–1944) at the end of the 19th and beginning of the 20th century. The article reveals a signifi­cant transformation in their relationship decade: from correct communication to confrontation, and fi­nally – cooperation on ideological background. During a Lithuanian department preparation to the Paris international exposition a fierce ideological battle arose. Therefore the article stresses a key role of Petras Mikolainis (1868–1934), an editor of Vienybė lietuvninkų weekly, who discredited Catholic priests' authority and distinguished Šliūpas's public merits. Thus, Liberals with their leader Jonas Šliūpas managed to take dominant positions in the society. From spring 1905 the press revealed ideas of Jonas Žilius. But we should pay attention to Jonas Basanavičius (1851–1927), who was the true organizer of the first Lithuanian American Political Conference. It was he who inspired Jonas Žilius's written communication with Jonas Šliūpas and speedy convocation of the Convention in Philadelphia on 22 February 1906. However Catholic organizations and their priest leaders boycotted the Convention. Therefore, it had nothing in its importance with the Great Assembly in Vilnius (1905). Žilius and Šliūpas's ideological approach emerged after Žilius's practical retreat from Catholic. [to full text]

This article is based on manuscripts and printed sources still extant and gives a relationship development overview of the two famous USA public fi­gures – Jonas Žilius (1870–1932) and Jonas Šliūpas (1861–1944) at the end of the 19th and beginning of the 20th century. The article reveals a signifi­cant transformation in their relationship decade: from correct communication to confrontation, and fi­nally – cooperation on ideological background. During a Lithuanian department preparation to the Paris international exposition a fierce ideological battle arose. Therefore the article stresses a key role of Petras Mikolainis (1868–1934), an editor of Vienybė lietuvninkų weekly, who discredited Catholic priests' authority and distinguished Šliūpas's public merits. Thus, Liberals with their leader Jonas Šliūpas managed to take dominant positions in the society. From spring 1905 the press revealed ideas of Jonas Žilius. But we should pay attention to Jonas Basanavičius (1851–1927), who was the true organizer of the first Lithuanian American Political Conference. It was he who inspired Jonas Žilius's written communication with Jonas Šliūpas and speedy convocation of the Convention in Philadelphia on 22 February 1906. However Catholic organizations and their priest leaders boycotted the Convention. Therefore, it had nothing in its importance with the Great Assembly in Vilnius (1905). Žilius and Šliūpas's ideological approach emerged after Žilius's practical retreat from Catholic. [to full text]

The purpose of this research was to analyse the relationship development and communication competence of MPhil/PhD supervisors. A confirmatory mixed-methods research design was used to conduct the study in two stages. For both phases, 360 MPhil/PhD graduates and 72 supervisors were selected from four public universities in Punjab using a multistage sampling technique. Data were collected electronically from 239 MPhil/PhD graduates during phase-I using an adapted questionnaire from ASHA's supervision model, while in phase-II, 72 MPhil/PhD supervisors were interviewed to cross-check the Phase-I findings. According to MPhil/PhD graduates, their supervisors have relationship development and communication competence. During interviews, most MPhil/PhD supervisors refute their supervisees' claims and offer suggestions to improve supervisors' competence. Based on supervisor suggestions, the Higher Education Commission of Pakistan should revise the supervision structure, provide Postdoctoral fellowships to all supervisors, and promote international conferences. This study may be helpful to supervisors in self-evaluation as well as understanding relationship development and communication competence.

Case study based literature on relationship development presents in-depth information on contextual factors in relationship development. However, little quantitative evidence is available about key aspects of buyer-supplier relationships in each stage of its development, such as the level of trust/commitment, buyer's and supplier's dependence. The study will try to fill this gap by identifying and quantifying these aspects from the buyer's perspective in each development stage. A comprehensive survey among 238 Dutch purchasing professionals provides evidence on how these characteristics of relationships change when relationships develop over time. The results largely confirm the hypotheses, which stem from the extant literature about organizational dependence and trust/commitment. A notable finding is that the buyer perceives to be dependent on the supplier, even in a desirable relationship. Managerial implications are that: (1) industrial marketers should be aware that professional purchasers feel dominated by them, even in relationships that are positively evaluated and therefore desirable in the view of the buyer; and (2) that purchasers should be aware that dependence implies vulnerability, even when the relationship is still developing in an otherwise desirable way.

AbstractPartners often recall that their relationship satisfaction has improved over the recent past, even when their satisfaction has actually declined, and such perceptions appear to contribute to optimism about the future. But what happens to memories as the recent past recedes into the distant past? To address this question, data were examined from a U.S. sample of 53 newlywed couples. Every 6 months, spouses reported their memories of relationship change. After 2½ years, they again reported their memories of change over these time periods. Initially, spouses recalled significant improvements over each interval, even though no improvements were observed. By the end of 2½ years, however, they had revised their memories, recalling improvements only in the recent past. Such revisions have implications for research relying on self‐reported relationship change and suggest a way for spouses to benefit from the perception of recent improvement while maintaining a generally accurate view of the course of the relationship overall.