A Customer Perspective on Product Eliminations: How the Removal of Products Affects Customers and Business Relationships

Regardless of the apparent need for product eliminations, many managers hesitate to act as they fear deleterious effects on customer satisfaction and loyalty. Other managers do carry out product eliminations, but often fail to consider the consequences for customers and business relationships. Given the relevance and problems of product eliminations, research on this topic in general and on the consequences for customers and business relationships in particular is surprisingly scarce. Therefore, this empirical study explores how and to what extent the elimination of a product negatively affects customers and business relationships. Results indicate that eliminating a product may result in severe economic and psychological costs to customers, thereby seriously decreasing customer satisfaction and loyalty. This paper also shows that these costs are not exogenous in nature. Instead, depending on the characteristics of the eliminated product these costs are found to be more or less strongly driven by a company’s behavior when implementing the elimination at the customer interface

The Effect Of Cultural Differences On The Development Of Trust And Commitment In International Agency Relationships: Some Propositions

This study examines the impact of cultural differences of exchange partners on the formation of international agency relationships. A model including dimensions of cultural differences is developed and propositions outlining their impact on the formation of trust and commitment are formulated.</p

The performance implications of strategic fit of relational norm governance strategies in global supply chain relationships

The search for strategic fit has become a core concept in normative models of strategy formation. The issue of strategic fit is becoming increasingly important in global supply chain relationships as managers and academics examine the effectiveness of culturally founded relational governance strategies across multiple supply chain relationships. This study empirically examines the performance implications of strategic fit of relational norm governance strategies in global supply chain relationships between US firms and their primary Japanese and US partners. The performance implications of fitting relational norm governance strategies (i.e., information exchange, flexibility and solidarity) across culturally diverse partners are tested. Results indicate that firm performance is enhanced when the relational norms of information exchange and solidarity are fit to culturally founded norm expectations across culturally diverse relationships simultaneously. Implications for theory and practice are discussed. Journal of International Business Studies (2005) 36, 254–269. doi:10.1057/palgrave.jibs.8400131