Transformational Relationship Events
By Colleen M. Harmeling, Robert W. Palmatier, Mark Houston, Mark J. Arnold, Stephen A. Samaha. 2015
149 citations recorded by the source corpus.
Exchange 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.
Subfields: Organizational Behavior and Human Resource Management, Social Psychology
View Paper: https://www.semanticscholar.org/paper/54a221625db613dfa3fd15c81cf2e0a336afca4c
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In Organizational Behavior and Human Resource Management
- Tom Chen
- Linda D. Hollebeek
- Rajendra K. Srivastava
- R. Rather
- Jamid Ul Islam
- Zillur Rahman
- Urška Tuškej
- K. Podnar
In Social Psychology
Citations in the corpus
- S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2019, background): “(n = 3; Harmeling et al. 2015; Boulding et al. 2005) Networked CE • How do the CE foundational processes interact within particular network/service system contexts to produce CE?”
- The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “…(1987), Tax et al. (1998), De Matos et al. (2007), Ofir and Simonson (2007), Mandel and Nowlis (2008), Knox and Van Oest (2014), Sivakumar et al. (2014), Harmeling et al. (2015) Time perceptions in the customer journey: Taylor (1995), Hui et al. (1998), Nowlis et al. (2004), Tsai and Min (2011),…”