Long-Term Oriented Marketing Relationships and Ethical Conduct in Outsourcing Sector

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• 作者：Nelson Oly Ndubisi ; Naresh K. Malhotra ; Celine Marie Capel ; James Agarwal ; Elsa Satkunasingam ; Gibson C. Ndubisi and Ashutosh Patil
• 刊名：Psychology & Marketing
• 出版年：2016
• 出版时间：May 2016
• 年：2016
• 卷：33
• 期：5
• 页码：372-388
• 全文大小：322K
• ISSN：1520-6793

文摘

The study evaluates the positive effect of long-term oriented marketing relationship on ethical conduct from the perspective of the service provider (i.e., the agent-firm), by integrating the relevant literature from relationship marketing, ethics, and long-term orientation domains. The paper proposes that service providers that build relationship quality with their clients will display increased ethical conduct toward them. Specifically, the study examines the positive influence of the dimensions of relationship quality (that are relevant to the offshoring services context) that the service provider firm's employees undertake and their impact on ethical conduct. Overall, the results indicate that the commitment-only full mediation model of relationship marketing variables on ethical conduct is a better representation than both direct-effects model and other competing mediating models examined in this study. Fundamentally, it means that customer service officers should incorporate long-term orientation and commitment in their principal–agent relationships that will provide the impetus for undertaking ethical behavior. The article concludes with a discussion and implications of the findings.