Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

Moorman, Christine; Zaltman, Gerald; Deshpande, Rohit

doi:10.1177/002224379202900303

Cited by 1,901Customer Service Quality and LoyaltyCompetitive and Knowledge IntelligenceMarketing and Advertising Strategies

Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

Moorman, Christine, Zaltman, Gerald, Deshpande, Rohit·1992·Journal of Marketing Research

DOI 10.1177/002224379202900303

Open this paper in CoChat — free account

Abstract

The authors investigate the role of trust between knowledge users and knowledge providers. The kind of knowledge of special concern is formal market research. Users include marketing and nonmarketing managers; providers include marketing researchers within a user's own firm and those external to the firm. A theory of the relationships centering on personal trust is developed to examine (1) how users’ trust in researchers influences various relationship processes and the use of market research and (2) how the relationships vary when examined across dyads. The relationships were tested in a sample of 779 users and providers of market research information. Results indicate that trust and perceived quality of interaction contribute most significantly to research utilization, with trust having indirect effects through other relationship processes, as opposed to important direct effects on research utilization. Deeper levels of exchange, including researcher involvement in the research process and user commitment to the research relationship, however, have little effect on research use. Finally, the relationships in the model show few differences depending on whether the producer and user share marketing or research orientations. Interorganizational dyads, however, generally exhibit stronger model relationships than intraorganizational dyads.

Integrity signals

Registry

Crossref · 10.1177/002224379202900303

Cites

49 of 49 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

The gap in third-party referee research refers to the issue of trust between providers and users of market research.
“At a conceptual level and more broadly, this gap refers to the issue of trust between providers and users of market research (Moorman, Deshpande and Zaltman 1993;Moorman, Zaltman, and Deshpande 1992;Deshpande and Zaltman 1984).”
From Control techniques and upward flow of information in franchising in distant markets: conceptualization and preliminary evidence (1998) · cites this paper as Moorman, Zaltman, and Deshpande 1992
Other commonly-cited definitions of trust were from Moorman et al. (n=2) and Gefen et al. (n=2).
“Other commonly-cited defnitions of trust were from Moorman et al. [75] who defned trust as”
From What Do We Mean When We Talk about Trust in Social Media? A Systematic Review (2023) · cites this paper as [75]

The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037//0022-3514.51.6.1173 · Cited by 91,542 · see citing works
The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.51.6.1173 · Cited by 91,532 · see citing works
Economic Action and Social Structure: The Problem of Embeddedness
Granovetter, M. (1985) · American Journal of Sociology · doi:10.1086/228311 · Cited by 28,745 · see citing works
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241 · see citing works
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645 · see citing works
Foundations of social theory
Riggins, F. J., & Mitra, S. (1990) · Choice Reviews Online · doi:10.5860/choice.27-6637 · Cited by 16,590 · see citing works
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549 · see citing works
Exchange and Power in Social Life.
Bierstedt, R., & Blau, P. M. (1965) · American Sociological Review · doi:10.2307/2091154 · Cited by 13,625 · see citing works
Markets and Hierarchies: Analysis and Antitrust Implications.
O'Brien, D. P., & Williamson, O. E. (1976) · The Economic Journal · doi:10.2307/2230812 · Cited by 13,464 · see citing works
Harvard business review
(1993) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(93)92196-5 · Cited by 12,205 · see citing works
Developing buyer-seller relationships
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987) · Journal of Marketing · doi:10.1177/002224298705100202 · Cited by 9,139 · see citing works
The diffusion of innovations
Hietala, M. (1983) · Scandinavian Journal of History · doi:10.1080/03468758308579015 · Cited by 6,232 · see citing works
A Model of Distributor Firm and Manufacturer Firm Working Partnerships
Anderson, J. C., & Narus, J. A. (1990) · Journal of Marketing · doi:10.1177/002224299005400103 · Cited by 5,826 · see citing works
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763 · see citing works
Untitled work
(1982) · Cited by 3,737 · see citing works
Attitudes and cognitive organization
Heider, F. (1946) · The Journal of Psychology · doi:10.1080/00223980.1946.9917275 · Cited by 3,672 · see citing works
A new scale for the measurement of interpersonal trust1
Rotter, J. B. (1967) · Journal of Personality · doi:10.1111/j.1467-6494.1967.tb01454.x · Cited by 3,503 · see citing works
Advances in Consumer Research
Corfman, K. P., & Lynch, J. G. (1983) · University of Groningen research database (University of Groningen / Centre for Information Technology) · Cited by 2,944 · see citing works
Development of a Tool for Measuring and Analyzing Computer User Satisfaction
Bailey, J. E., & Pearson, S. W. (1983) · Management Science · doi:10.1287/mnsc.29.5.530 · Cited by 2,562 · see citing works
Nebraska Symposium on Motivation, 1961
Whitehorn, J. C. (1963) · American Journal of Psychiatry · doi:10.1176/ajp.119.9.904 · Cited by 2,361 · see citing works
Determinants of Continuity in Conventional Industrial Channel Dyads
Anderson, E., & Weitz, B. A. (1989) · Marketing Science · doi:10.1287/mksc.8.4.310 · Cited by 2,352 · see citing works
Trust and Managerial Problem Solving
Zand, D. E. (1972) · Administrative Science Quarterly · doi:10.2307/2393957 · Cited by 2,144 · see citing works
Trust and suspicion
Deutsch, M. (1958) · Journal of Conflict Resolution · doi:10.1177/002200275800200401 · Cited by 2,077 · see citing works
Communication Strategies in Marketing Channels: A Theoretical Perspective
Mohr, J. J., & Nevin, J. R. (1990) · Journal of Marketing · doi:10.1177/002224299005400404 · Cited by 1,487 · see citing works
Path Analysis: Sociological Examples
Duncan, O. D. (1966) · American Journal of Sociology · doi:10.1086/224256 · Cited by 1,287 · see citing works
Causal Inferences in Nonexperimental Research
Blalock, H. M. (1964) · Medical Entomology and Zoology · Cited by 1,275 · see citing works
Influences on exchange processes: Buyers’ preconceptions of a seller’s trustworthiness and bargaining toughness
Schurr, P. H., & Ozanne, J. L. (1985) · Journal of Consumer Research · doi:10.1086/209028 · Cited by 1,248 · see citing works
A Model of the Distributor's Perspective of Distributor-Manufacturer Working Relationships
Anderson, J. C., & Narus, J. A. (1984) · Journal of Marketing · doi:10.1177/002224298404800407 · Cited by 1,129 · see citing works
Marketing's Interaction with Other Functional Units: A Conceptual Framework and Empirical Evidence
Ruekert, R. W., & Walker, O. C. (1987) · Journal of Marketing · doi:10.2307/1251140 · Cited by 1,064 · see citing works
Collinearity, Power, and Interpretation of Multiple Regression Analysis
Mason, C. H., & Perreault, W. D. (1991) · Journal of Marketing Research · doi:10.1177/002224379102800302 · Cited by 1,026 · see citing works
The contribution of studies of source credibility to a theory of interpersonal trust in the communication process.
Giffin, K. (1967) · Psychological Bulletin · doi:10.1037/h0024833 · Cited by 935 · see citing works
A Model for Studying R&D. Marketing Interface in the Product Innovation Process
Gupta, A. K., Raj, S. P., & Wilemon, D. L. (1986) · Journal of Marketing · doi:10.1177/002224298605000201 · Cited by 793 · see citing works
Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels
Dwyer, F. R., & Oh, S. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400402 · Cited by 631 · see citing works
Factors Affecting the Use of Market Research Information: A Path Analysis
Deshpandé, R., & Zaltman, G. (1982) · Journal of Marketing Research · doi:10.1177/002224378201900102 · Cited by 609 · see citing works
Self-citation
Resource Allocation Behavior in Conventional Channels
Anderson, E., Lodish, L. M., & Weitz, B. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400108 · Cited by 434 · see citing works
An Information Transfer Model for Integrating Marketing and R&D Personnel in New Product Development Projects
Moenaert, R. K., & Souder, W. E. (1990) · Journal of Product Innovation Management · doi:10.1016/0737-6782(90)90052-g · Cited by 409 · see citing works
The effects of personality and situational variables on behavioral trust.
Schlenker, B. R., Helm, B., & Tedeschi, J. T. (1973) · Journal of Personality and Social Psychology · doi:10.1037/h0034088 · Cited by 327 · see citing works
Social Exchange and Behavioral Interdependence
Scanzoni, J. H. (1979) · Elsevier eBooks · doi:10.1016/b978-0-12-143550-9.50009-4 · Cited by 307 · see citing works
Knowledge Application: The Knowledge System in Society.
Selby, J. E. A., Holzner, B., & Marx, J. H. (1982) · Contemporary Sociology A Journal of Reviews · doi:10.2307/2068549 · Cited by 271 · see citing works
Enhancing Organizational Research Utilization: The Role of Decision Makers' Assumptions
Shrivastava, P., & Mitroff, I. I. (1984) · Academy of Management Review · doi:10.5465/amr.1984.4277749 · Cited by 197 · see citing works
A Comparison of Factors Affecting Researcher and Manager Perceptions of Market Research Use
Deshpande, R., & Zaltman, G. (1984) · Journal of Marketing Research · doi:10.1177/002224378402100104 · Cited by 170 · see citing works
Self-citation
An Information Transfer Model for Integrating Marketing and R&D Personnel in New Product Development Projects
Moenaert, R. K., & Souder, W. E. (1990) · Journal of Product Innovation Management · doi:10.1111/1540-5885.720091 · Cited by 129 · see citing works
The moral dimension: Toward a new economics
Hamilton, D. E. (1989) · The Social Science Journal · doi:10.1016/0362-3319(89)90025-6 · Cited by 111 · see citing works
1987 AMA educators' proceedings
Douglas, S. P. (1987) · American Marketing Association eBooks · Cited by 81 · see citing works
Perceived Communication Skills and Resultant Trust Perceptions Within the Channel of Distribution
Bialaszewski, D., & Giallourakis, M. C. (1985) · Journal of the Academy of Marketing Science · doi:10.1177/009207038501300202 · Cited by 74 · see citing works
Behavioral Theory in Sociology
Hamblin, R. L., & Kunkel, J. H. (2021) · Routledge eBooks · doi:10.4324/9781351319201 · Cited by 65 · see citing works
The Marketing Workbench: Using Computers for Better Performance
McCann, J. M. (1986) · Cited by 12 · see citing works
Current Controversies in Marketing Research
Crisp, R. D., & Bogart, L. (1970) · Journal of Marketing Research · doi:10.2307/3150128 · Cited by 9 · see citing works
The effective use of marketing research consultants
Peterson, R. A., & Kerin, R. A. (1980) · Industrial Marketing Management · doi:10.1016/0019-8501(80)90037-1 · Cited by 7 · see citing works

Flagged first, then by citations

Sorted by citations

The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355 · see citing works
Trust and TAM in Online Shopping: An Integrated Model1
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · MIS Quarterly · doi:10.2307/30036519 · Cited by 8,635 · see citing works
Determinants of Long-Term Orientation in Buyer-Seller Relationships
Ganesan, S. (1994) · Journal of Marketing · doi:10.1177/002224299405800201 · Cited by 6,741 · see citing works
The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty
Chaudhuri, A., & Holbrook, M. B. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.2.81.18255 · Cited by 6,674 · see citing works
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196 · see citing works
E-commerce: the role of familiarity and trust.
Gefen, D. (2000) · Omega · doi:10.1016/s0305-0483(00)00021-9 · Cited by 3,529 · see citing works
Trust, trustworthiness, and trust propensity: a meta-analytic test of their unique relationships with risk taking and job performance
Colquitt, J. A., Scott, B. A., & LePine, J. A. (2007) · Journal of Applied Psychology · doi:10.1037/0021-9010.92.4.909 · Cited by 2,606 · see citing works
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis
Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.4.136 · Cited by 2,601 · see citing works
Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301 · see citing works
The Structure of Commitment in Exchange
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995) · Journal of Marketing · doi:10.1177/002224299505900107 · Cited by 2,238 · see citing works
An Examination of the Nature of Trust in Buyer-Seller Relationships
Doney, P. M., & Cannon, J. P. (1997) · Journal of Marketing · doi:10.2307/1251829 · Cited by 6,822 · see citing works
Communication and Control Processes in the Delivery of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988) · Journal of Marketing · doi:10.2307/1251263 · Cited by 2,051 · see citing works
Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services
Gefen, D., & Straub, D. W. (2004) · Omega · doi:10.1016/j.omega.2004.01.006 · Cited by 2,025 · see citing works
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-AnalysisPreprint
Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006) · SSRN Electronic Journal · doi:10.2139/ssrn.904647 · Cited by 1,997 · see citing works
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828 · see citing works
The Drivers of Green Brand Equity: Green Brand Image, Green Satisfaction, and Green Trust
Chen, Y. (2009) · Journal of Business Ethics · doi:10.1007/s10551-009-0223-9 · Cited by 1,866 · see citing works
Understanding the influence of national culture on the development of trust
Doney, P. M., Cannon, J. P., & Mullen, M. R. (1998) · The Academy of Management Review · doi:10.2307/259297 · Cited by 1,844 · see citing works
Factors affecting trust in market research relationships
Moorman, C., Deshpandé, R., & Zaltman, G. (1993) · Journal of Marketing · doi:10.1177/002224299305700106 · Cited by 3,659 · see citing works
Self-citation
Consumer perceived risk: conceptualisations and models
Mitchell, V. (1999) · European Journal of Marketing · doi:10.1108/03090569910249229 · Cited by 1,582 · see citing works
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
Verhoef, P. C. (2003) · Journal of Marketing · doi:10.1509/jmkg.67.4.30.18685 · Cited by 1,530 · see citing works
Some antecedents and effects of trust in virtual communities
Ridings, C. M., Gefen, D., & Arinze, B. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00021-5 · Cited by 1,423 · see citing works
Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.133 · Cited by 1,482 · see citing works
The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships
Smith, J. B., & Barclay, D. W. (1997) · Journal of Marketing · doi:10.2307/1252186 · Cited by 1,406 · see citing works
Consumer e-shopping acceptance: Antecedents in a technology acceptance model
Ha, S., & Stoel, L. (2009) · Journal of Business Research · doi:10.1016/j.jbusres.2008.06.016 · Cited by 1,353 · see citing works
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
Hennig‐Thurau, T., & Klee, A. (1997) · Psychology and Marketing · doi:10.1002/(sici)1520-6793(199712)14:8 · Cited by 1,327 · see citing works
Cross-Sectional versus longitudinal survey research: concepts, findings, and guidelines
Rindfleisch, A., Malter, A. J., Ganesan, S., & Moorman, C. (2008) · Journal of Marketing Research · doi:10.1509/jmkr.45.3.261 · Cited by 1,305 · see citing works
Self-citation
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators
de Matos, C. A., & Rossi, C. A. V. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-008-0121-1 · Cited by 1,091 · see citing works
Strengthening Stakeholder–Company Relationships Through Mutually Beneficial Corporate Social Responsibility Initiatives
Bhattacharya, C., Korschun, D., & Sen, S. (2008) · Journal of Business Ethics · doi:10.1007/s10551-008-9730-3 · Cited by 1,089 · see citing works
Managing User Trust in B2C e-Services
Gefen, & Straub (2003) · e-Service Journal · doi:10.2979/esj.2003.2.2.7 · Cited by 1,074 · see citing works
Pie-Expansion Efforts: Collaboration Processes in Buyer-Supplier Relationships
Jap, S. D. (1999) · Journal of Marketing Research · doi:10.1177/002224379903600405 · Cited by 1,059 · see citing works
Effects of various characteristics of social commerce (s-commerce) on consumers’ trust and trust performance
Kim, S., & Park, H. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.11.006 · Cited by 1,037 · see citing works
The Acquisition and Utilization of Information in New Product Alliances: A Strength-of-Ties Perspective
Rindfleisch, A., & Moorman, C. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.2.1.18253 · Cited by 1,034 · see citing works
Self-citation
Organizational Market Information Processes: Cultural Antecedents and New Product Outcomes
Moorman, C. (1995) · Journal of Marketing Research · doi:10.1177/002224379503200307 · Cited by 1,021 · see citing works
Self-citation
Inexperience and experience with online stores: the importance of TAM and trust
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2003.817277 · Cited by 965 · see citing works
Collaborative Communication in Interfirm Relationships: Moderating Effects of Integration and Control
Mohr, J. J., Fisher, R. J., & Nevin, J. R. (1996) · Journal of Marketing · doi:10.1177/002224299606000307 · Cited by 951 · see citing works
Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions
Schlosser, A. E., White, T. B., & Lloyd, S. M. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.2.133 · Cited by 947 · see citing works
A Three-Component Model of Customer to Service Providers
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263332 · Cited by 934 · see citing works
Identifying key factors affecting consumer purchase behavior in an online shopping context
Park, C., & Kim, Y. (2003) · International Journal of Retail & Distribution Management · doi:10.1108/09590550310457818 · Cited by 914 · see citing works
The Role of Customer Gratitude in Relationship Marketing
Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., & Kardes, F. R. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.5.1 · Cited by 912 · see citing works
Customer-based corporate reputation of a service firm: scale development and validation
Walsh, G., & Beatty, S. E. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0015-7 · Cited by 899 · see citing works
Tacit knowledge transfer and firm innovation capability
Cavusgil, S., Calantone, R., & Zhao, Y.-S. (2003) · Journal of Business and Industrial Marketing · doi:10.1108/08858620310458615 · Cited by 938 · see citing works
Development and Validation of a Brand Trust Scale
Alemán, J. L. M., Delgado‐Ballester, E., & Guillén, M. J. Y. (2003) · International Journal of Market Research · doi:10.1177/147078530304500103 · Cited by 906 · see citing works
Promoting Relationship Learning
Selnes, F., & Sallis, J. E. (2003) · Journal of Marketing · doi:10.1509/jmkg.67.3.80.18656 · Cited by 861 · see citing works
A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship Performance
Palmatier, R. W., Dant, R. P., & Grewal, D. (2007) · Journal of Marketing · doi:10.1509/jmkg.71.4.172 · Cited by 837 · see citing works
Reflections on the dimensions of trust and trustworthiness among online consumers
Gefen, D. (2002) · ACM SIGMIS Database the DATABASE for Advances in Information Systems · doi:10.1145/569905.569910 · Cited by 850 · see citing works
Ethical and Legal Foundations of Relational Marketing Exchanges
Gundlach, G. T., & Murphy, P. E. (1993) · Journal of Marketing · doi:10.1177/002224299305700403 · Cited by 822 · see citing works
Customer experiences in the age of artificial intelligence
Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106548 · Cited by 833 · see citing works
Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty
Chumpitaz, R., & Paparoidamis, N. G. (2007) · European Journal of Marketing · doi:10.1108/03090560710752429 · Cited by 848 · see citing works
Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction
Bloemer, J., de Ruyter, K., & Peeters, P. (1998) · International Journal of Bank Marketing · doi:10.1108/02652329810245984 · Cited by 804 · see citing works
The Contribution of Shared Knowledge to IS Group Performance1
Nelson, K. M., & Cooprider, J. G. (1996) · MIS Quarterly · doi:10.2307/249562 · Cited by 787 · see citing works
Effects of Supplier Market Orientation on Distributor Market Orientation and the Channel Relationship: The Distributor Perspective
Siguaw, J. A., Simpson, P. M., & Baker, T. L. (1998) · Journal of Marketing · doi:10.1177/002224299806200307 · Cited by 766 · see citing works
The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741 · see citing works
Controlling Supplier Opportunism in Industrial Relationships
Stump, R. L., & Heide, J. B. (1996) · Journal of Marketing Research · doi:10.1177/002224379603300405 · Cited by 709 · see citing works
Consumer Empowerment Through Internet-Based Co-creation
Füller, J., Mühlbacher, H., Matzler, K., & Jawecki, G. (2009) · Journal of Management Information Systems · doi:10.2753/mis0742-1222260303 · Cited by 714 · see citing works
How to transform consumers into fans of your brand
Jahn, B., & Kunz, W. H. (2012) · Journal of service management · doi:10.1108/09564231211248444 · Cited by 689 · see citing works
Linking perceived value and loyalty in location‐based mobile services
Pura, M. (2005) · Managing Service Quality · doi:10.1108/09604520510634005 · Cited by 665 · see citing works
Market Intelligence Dissemination across Functional Boundaries
Maltz, E. N., & Kohli, A. K. (1996) · Journal of Marketing Research · doi:10.1177/002224379603300105 · Cited by 648 · see citing works
The Formation of Buyer–Supplier Relationships: Detailed Contract Drafting and Close Partner Selection
Wuyts, S., & Geyskens, I. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.103 · Cited by 626 · see citing works
The Dark Side of Long-Term Relationships in Marketing Services
Grayson, K. A., & Ambler, T. (1999) · Journal of Marketing Research · doi:10.1177/002224379903600111 · Cited by 592 · see citing works
Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships
Johnson, M. D., & Selnes, F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.2.1.27786 · Cited by 544 · see citing works
Dimensions and Levels of Trust: Implications for Commitment to a Relationship
Ganesan, S., & Hess, R. (1997) · Marketing Letters · doi:10.1023/a:1007955514781 · Cited by 544 · see citing works
Cross-Functional “Coopetition”: The Simultaneous Role of Cooperation and Competition Within Firms
Luo, X., Slotegraaf, R. J., & Pan, X. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.2.67 · Cited by 539 · see citing works
Online hotel booking: The effects of brand image, price, trust and value on purchase intentions
Lien, C.-H., Wen, M.-J., Huang, L., & Wu, K.-L. (2015) · Asia Pacific Management Review · doi:10.1016/j.apmrv.2015.03.005 · Cited by 583 · see citing works
The Importance of Trust for Personalized Online Advertising
Bleier, A., & Eisenbeiss, M. (2015) · Journal of Retailing · doi:10.1016/j.jretai.2015.04.001 · Cited by 529 · see citing works
Determinants of Customers’ Responses to Customized Offers: Conceptual Framework and Research Propositions
Simonson, I. (2004) · Journal of Marketing · doi:10.1509/jmkg.69.1.32.55512 · Cited by 525 · see citing works
An examination of the relationship between trust, commitment and relationship quality
Wong, A., & Sohal, A. S. (2002) · International Journal of Retail & Distribution Management · doi:10.1108/09590550210415248 · Cited by 519 · see citing works
Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: Evidence from China
Lien, C. H., & Cao, Y. (2014) · Computers in Human Behavior · doi:10.1016/j.chb.2014.08.013 · Cited by 513 · see citing works
Customer Loyalty in E-Commerce
Drexel University, & Gefen, D. (2002) · Journal of the Association for Information Systems · doi:10.17705/1jais.00022 · Cited by 1,062 · see citing works
Service worker role in encouraging customer organizational citizenship behaviors
Bove, L. L., Pervan, S., Beatty, S. E., & Shiu, E. M. K. (2008) · Journal of Business Research · doi:10.1016/j.jbusres.2008.07.003 · Cited by 525 · see citing works
The Risk-Based View of Trust: A Conceptual Framework
Das, T. K., & Teng, B. (2004) · Journal of Business and Psychology · doi:10.1023/b:jobu.0000040274.23551.1b · Cited by 492 · see citing works
Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet
Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004) · Managing Service Quality: An International Journal · doi:10.1108/09604520410569784 · Cited by 872 · see citing works
Trust, Confidence, and Expertise in a Judge-Advisor System
Sniezek, J. A., & Van Swol, L. M. (2001) · Organizational Behavior and Human Decision Processes · doi:10.1006/obhd.2000.2926 · Cited by 469 · see citing works
Relationship quality: a critical literature review and research agenda
Athanasopoulou, P. (2009) · European Journal of Marketing · doi:10.1108/03090560910946945 · Cited by 478 · see citing works
Creating Effective Online Customer Experiences
Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2018) · Journal of Marketing · doi:10.1177/0022242918809930 · Cited by 546 · see citing works
Pro-Social Consumer Influence Strategies: When and How Do They Work?
Osterhus, T. L. (1997) · Journal of Marketing · doi:10.1177/002224299706100402 · Cited by 465 · see citing works
Attachment and trust in artificial intelligence
Gillath, O., Ai, T., Branicky, M. S., Keshmiri, S., Davison, R. B., & Spaulding, R. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106607 · Cited by 448 · see citing works
Factors influencing consumer perceptions of brand trust online
Ha, H. (2004) · Journal of Product & Brand Management · doi:10.1108/10610420410554412 · Cited by 451 · see citing works
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development
Aurier, P., & N’Goala, G. (2009) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0163-z · Cited by 442 · see citing works
Customer loyalty to content‐based Web sites: the case of an online health‐care service
Gummerus, J. K., Liljander, V., Pura, M., & van Riel, A. C. R. (2004) · Journal of Services Marketing · doi:10.1108/08876040410536486 · Cited by 427 · see citing works
Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions
Bharadwaj, S. G., Varadarajan, P. R., & Fahy, J. (1993) · Journal of Marketing · doi:10.1177/002224299305700407 · Cited by 426 · see citing works
Dependence, Trust, and Relational Behavior on the Part of Foreign Subsidiary Marketing Operations: Implications for Managing Global Marketing Operations
Hewett, K., & Bearden, W. O. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.4.51.18380 · Cited by 418 · see citing works
Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects
Wathne, K. H., Biong, H., & Heide, J. B. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.2.54.18254 · Cited by 418 · see citing works
The importance of brand equity to customer loyalty
Taylor, S. A., Celuch, K. G., & Goodwin, S. A. (2004) · Journal of Product & Brand Management · doi:10.1108/10610420410546934 · Cited by 411 · see citing works
When Does Trust Matter? Antecedents and Contingent Effects of Supervisee Trust on Performance in Selling New Products in China and the United States
Atuahene‐Gima, K., & Li, H. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.3.61.18501 · Cited by 401 · see citing works
Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops
Song, H. J., Wang, J., & Han, H. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.12.011 · Cited by 457 · see citing works
“Pie Sharing” in Complex Collaboration Contexts
Jap, S. D. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.86.18827 · Cited by 395 · see citing works
The role of security, privacy, usability and reputation in the development of online banking
Casaló, L. V., Flavián, C., & Guinalíu, M. (2007) · Online Information Review · doi:10.1108/14684520710832315 · Cited by 403 · see citing works
Enhancing user experience with conversational agent for movie recommendation: Effects of self-disclosure and reciprocity
Lee, S., & Choi, J. (2017) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2017.02.005 · Cited by 388 · see citing works
An Investigation into the Antecedents of Organizational Participation in Business-to-Business Electronic Markets
Grewal, R., Comer, J. M., & Mehta, R. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.3.17.18331 · Cited by 379 · see citing works
Does trust matter more in virtual teams? A meta-analysis of trust and team effectiveness considering virtuality and documentation as moderators.
Breuer, C., Hüffmeier, J., & Hertel, G. (2016) · Journal of Applied Psychology · doi:10.1037/apl0000113 · Cited by 375 · see citing works
An empirical study on trust in mobile banking: A developing country perspective
Malaquias, R. F., & Hwang, Y. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.08.039 · Cited by 394 · see citing works
Organizing for Marketing Excellence
Moorman, C., & Day, G. S. (2016) · Journal of Marketing · doi:10.1509/jm.15.0423 · Cited by 386 · see citing works
Self-citation
What Makes an ERP Implementation Relationship Worthwhile: Linking Trust Mechanisms and ERP Usefulness
Gefen, D. (2004) · Journal of Management Information Systems · doi:10.1080/07421222.2004.11045792 · Cited by 363 · see citing works
Proposition d'une échelle de mesure multidimensionnelle de la confiance dans la marque
Gurviez, P., & Korchia, M. (2002) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737010201700304 · Cited by 363 · see citing works
Applicability of a brand trust scale across product categories
Delgado‐Ballester, E. (2004) · European Journal of Marketing · doi:10.1108/03090560410529222 · Cited by 397 · see citing works
The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality
Su, L., Swanson, S. R., & Chen, X. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.06.012 · Cited by 372 · see citing works
Building, measuring, and profiting from customer loyalty
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0439-4 · Cited by 375 · see citing works
Risk aversion and brand loyalty: the mediating role of brand trust and brand affect
Matzler, K., Grabner‐Kräuter, S., & Bidmon, S. (2008) · Journal of Product & Brand Management · doi:10.1108/10610420810875070 · Cited by 343 · see citing works
Does Distance Still Matter? Geographic Proximity and New Product Development
Ganesan, S., Malter, A. J., & Rindfleisch, A. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.44 · Cited by 338 · see citing works
Demand and supply integration: a conceptual framework of value creation through knowledge management
Esper, T. L., Ellinger, A. E., Stank, T. P., Flint, D. J., & Moon, M. A. (2009) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-009-0135-3 · Cited by 342 · see citing works

Authors: Moorman, C., Zaltman, G., & Deshpande, R.
Affiliations: University of Wisconsin–Madison (US)
Harvard University (US)
Professor of Marketing, Amos Tuck School of Business Administration, Dartmouth College.
ORCID: Moorman, Christine
Venue: Journal of Marketing Research
Publisher: SAGE Publications
Published: 1992-08
Volume: 29
Issue: 3
Pages: 314-328
ISSN: 0022-2437 (ISSN-L)
1547-7193
DOI: 10.1177/002224379202900303
OpenAlex: W4244286381
Cited by: 1,901
References: 47
Citations by year: 2026: 59 · 2025: 69 · 2024: 96 · 2023: 130 · 2022: 126 · 2021: 159 · 2020: 169 · 2019: 166 · 2018: 101 · 2017: 65 · 2016: 72 · 2015: 71 · 2014: 73 · 2013: 52 · 2012: 47
FWCI: 8.30
Type: journal article
Language: en
Open access: closed
Licence: journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations: Journal of Marketing Research (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Strategy and Management › Competitive and Knowledge Intelligence
Social Sciences › Business, Management and Accounting › Marketing › Marketing and Advertising Strategies
Keywords: trust, knowledge providers, knowledge users, interorganizational relationships, exchange, user commitment, researcher participation, marketing managers

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

Abstract

Integrity signals

Claims the paper makes

Claims other papers make about this one

Cites

Cited by

Related

Record

About these checks