The moderating role of institutional networking in the customer orientation-trust/commitment-performance causal chain in China

Xueming Luo; Maxwell K. Hsu; Sandra S. Liu

doi:10.1007/s11747-007-0047-z

The moderating role of institutional networking in the customer orientation-trust/commitment-performance causal chain in China

Xueming Luo, Maxwell K. Hsu, Sandra S. Liu

Research output: Contribution to journal › Journal Article › peer-review

124 Scopus citations

Abstract

This study uncovers the ignored role of institutional environment for marketing strategy and customer relationship management. Hypothesis tests in a sample of Chinese firms find support that channel networking strengthens the customer orientation-customer trust/commitment- firm performance (CTP) causal chain. In addition, the results show that government networking moderates this chain in a non-linear fashion. The CTP linkages are most salient when the firm develops a moderate level, rather than a high or low level of networking ties with government agencies.

Original language	English
Pages (from-to)	202-214
Number of pages	13
Journal	Journal of the Academy of Marketing Science
Volume	36
Issue number	2
DOIs	https://doi.org/10.1007/s11747-007-0047-z
State	Published - 02 2008
Externally published	Yes

Keywords

Channel networking
China
Customer orientation
Customer trust
Firm performance
Government networking

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10.1007/s11747-007-0047-z

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KW - Customer orientation

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The moderating role of institutional networking in the customer orientation-trust/commitment-performance causal chain in China

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Keywords

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