TRUST GOES THE OTHER WAY TOO: SELLERS’ TRUST IN BUYERS AND ITS INFLUENCE ON SALE PROCESS EFFICIENCY

Ozan Peneklıoglu; Ayse Banu Elmadag

doi:10.17261/Pressacademia.2020.1195

Research Article

TRUST GOES THE OTHER WAY TOO: SELLERS’ TRUST IN BUYERS AND ITS INFLUENCE ON SALE PROCESS EFFICIENCY

Year 2020, Volume: 7 Issue: 1, 28 - 41, 30.03.2020

Ozan Peneklıoglu Ayse Banu Elmadag

https://doi.org/10.17261/Pressacademia.2020.1195

Abstract

Purpose- This research aims to discover the effect of interpersonal factors on seller’s trust to buyer and in turn to the sales process effectiveness. Sales specific factors such as time risk and purchase importance are also considered when determining the effects of interpersonal factors.
Methodology- A quantitative research method involving salespeople is employed.
Findings- The findings indicate the presence of a positive relationship between interpersonal factors (similarity, expertise task orientation) and trust to buyer and sales process effectiveness. The sales specific factors (time risk and purchase importance) also have a moderation effect to the relationship between trust and sales process effectiveness.
Conclusion- Through the sellers’ perspective, this study investigated the antecedents and consequences of trust in a business-to-business sale relationship. Recommendations to both sales team managers and procurement team managers to increase the sales process effectiveness under specific situations is provided based on study findings.

Keywords

Sale process efficiency, trust, similarity, buyer-seller business relationships

References

Akrout, W. & Akrout, H. (2011). Trust in B-to-B: Toward a Dynamic and Integrative Approach, Recherche et Applications Marketing (English Edition), Vol. 26, pp. 1-21.
Anderson, E., &Jap, S.D. (2005). The dark side of close relationships, Sloan Management Review, Vol.46, pp. 74-83.
Anderson, E. &Narus, J. (1990). A model of distributor firm and manufacturer firm working partnerships, Journal of Marketing, Vol. 54 No. 1, pp. 42-58.
Armstrong, J.S. &Overton, T.S. (1977). Estimating nonresponse bias in mail surveys, Journal of Marketing Research, Vol. 14 No. 3, pp. 396-402.
Arndt, A.D., & Harkins, J. (2013). A framework for configuring sales support structure, Journal of Business & Industrial Marketing, Vol. 28, Issue: 5, pp.432-443.
Baron, J.N. &Pfeffer, J. (1994). The social psychology of organizations and inequality, Social Psychology Quarterly, Vol. 57, pp. 190-209.
Bataineh, A.Q., Al-Abdallah, G.M., Salhab, H.A. &Shoter, A.M. (2015). The Effect of Relationship Marketing on Customer Retention in the Jordanian’s Pharmaceutical Sector, International Journal of Business and Management, Vol. 10, No. 3.
Bateman, C., &Valentine, S. (2015). The impact of salesperson customer orientation on the evaluation of a salesperson’s ethical treatment, trust in the salesperson, and intentions to purchase, Journal of Personal Selling & Sales Management, Vol. 35, pp. 125-142.
Belonax J.J., Newell, S.J. &Plank, R.E. (2007). The role of purchase importance on Buyer perceptions of the trust and expertise components of Supplier and Salesperson credibility in Business-to-Business Relationships, Journal of Personal Selling & Sales Management, Vol. 37, pp. 247-258.
Blonska, A., Storey, C., Rozemeijer, F., Wetzels, M. &Ruyter, K. (2013). Decomposing the effect of supplier development on relationship benefits: The role of relational capital, Industrial Marketing Management, Vol.42, pp. 1295-1306.
Boles, J.S., Johnson, J.T. &Barksdale, H.C. (2000). How Salespeople Build Quality Relationships: A Replication and Extension, Journal of Business Research, 48, pp. 75–81.
Byrne, D. (1971). The Attraction Paradigm, New York: Academic Press.
Cannon, J.P., & Perreault, W.D. (1999). Buyer-Seller Relationships in Business Markets, Journal of Marketing Research, Vol. 36, 439-460.
Chakrabarty, S., Brown, G. & Widing II, R. E. (2013). Distinguishing Between the Roles of Customer-Oriented Selling and Adaptive Selling in Managing Dysfunctional Conflict in Buyer–Seller Relationships, Journal of Personal Selling & Sales Management, Vol. 33, pp. 245-260.
Child, J. & Möllering, G. (2003). Contextual confidence and active trust development in the Chinese business environment, Organization Science, Vol. 14 No. 1, pp. 69-80.
Crosby, L.A., Evans, K.R. & Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, Vol. 54, 3.
Dampérat, M. & Jolibert, A. (2009). A dialectical model of buyer‐seller relationships, Journal of Business & Industrial Marketing, Vol. 24 Issue: 3/4, pp. 207-217.
Dickie, J. (2004). Increasing sales effectiveness by blending CMM and CRM. In Defying the limits: The CRM project, Vol. 5, pp. 58–60. San Francisco: Montgomery Research.
Doney, P. & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationships, Journal of Marketing, Vol. 61, pp. 35-51.
Dyer, J.H., & Chu, W. (2011). The determinants of trust in supplier-automaker relationships in the US, Japan, and Korea, Journal of International Business Studies, Vol. 42, pp. 10-27.
Fan, Y.H., Woodbine, G. & Scully, G. (2012). Guanxi and its influence on the judgments of Chinese auditors, Asia Pacific Business Review, Vol. 18, pp. 83-97.
Friend, S.B., Hamwi, G. A. & Rutherford, B.N. (2011). Buyer–Seller Relationships Within a Multisource Context: Understanding Customer Defection and Available Alternatives, Journal of Personal Selling & Sales Management, Vol. 31, pp. 383-395.
Gao, T., Sirgy, M.J. & Bird, M.M. (2005). Reducing buyer decision-making uncertainty in organizational purchasing: can supplier trust, commitment, and dependence help?, Journal of Business Research, 58, pp. 397– 405.
Garrido-Samaniego, M. J. & Gutierrez-Cillan, J. (2004). Determinants of Influence and Participation in the Buying Center. An Analysis of Spanish Industrial Companies, The Journal of Business & Industrial Marketing, 19, 4/5, pg. 320.
Gerbing, D. W. & Anderson, J. C. (1992). Monte carlo evaluations of goodness of fit indices for structural equation models, Sociological Methods and Research, pp. 132-160.
Gesteland, R. R. (2002). Cross-cultural business behavior Marketing, negotiating and managing across cultures (2nd ed.), Copenhagen: Handelshøjskolens Forlag, Copenhagen Business School Press.
Graca, S.S., Barry, J.M. & Doney, P.M. (2015). Performance outcomes of behavioral attributes in buyer-supplier relationships, Journal of Business & Industrial Marketing, Vol. 30 Issue: 7, pp.805-816.
Hair, J. F. Jr., Anderson, R. E., Tatham, R. L. & Black, W. C. (1998). Multivariate Data Analysis (5th ed.). Prentice-Hall International, Upper Saddle River, NJ.
Hikkerovaa, L. (2011). The Effectiveness of Loyalty Programs: An Application in the Hospitality Industry, International Journal of Business, Vol. 16, Issue: 2, pp.150-164.
Hillier, T. J. (1975). Decision-making in the corporate industrial buying process, Industrial Marketing Management, 4(2-3), pp. 99-106.
Homburg, C., Müller, M. & Klarmann, M. (2011). When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation, Journal of the Academy of Marketing Science, 39, pp. 795 – 812.
Hutt, M.D., & Speh, T.W. (2001). Business Marketing Management, Thomson Learning, Mason, OH.
Hyman, M. R., & Sager, J. K. (1999). Marginally performing salespeople: a definition. Journal of Personal Selling and Sales Management, 19(4), 67−74.
Jackson, B.B., (1985). Build customer-relationships that last, Harvard Business Review, Vol. 63, pp. 120-8.
Johnson, D. & Grayson, K. (2005). Cognitive and affective trust in service relationships, Journal of Business Research, Issue 58, pp. 500–507.
Kalra, A., Agnihotri, R., Chaker, N. N., Singh, R. K. & Das, B. K. (2017). Connect within to connect outside: effect of salespeople's political skill on relationship performance, Journal of Personal Selling & Sales Management, Vol. 37, pp.332-348.
Karaosmanoglu, E., Elmadag Bas, A.B. & Zhang, J. (2011). The role of other customer effect in corporate marketing, European Journal of Marketing, Vol. 45 No. 9/10, pp. 1416-1445.
Keillor, Bruce D., R. Stephen Parker, & Charles E. Pettijohn (2000). Relationship-oriented characteristics and individual salesperson performance, Journal of Business & Industrial Marketing, 15.1 pp. 7-22.
Lai, C.S., Pai, D.C., Yang, C.F. & Lin, H.J. (2009). The effects of market orientation on relationship learning and relationship performance in industrial marketing: The dyadic perspectives, Industrial Marketing Management, Vol. 38, pp. 166-172.
Lai, M.C., Chou, F.S. & Cheung, Y.J. (2013). Investigating Relational Selling Behaviors, Relationship Quality and Customer Loyalty in the Medical Device Industry in Taiwan, International Journal of Business and Information, Vol. 8 (1), pp.137-150.
Lee, H. J., (2004). The role of competence-based trust and organizational identification in continuous improvement. Journal of Managerial Psychology, Vol. 19, pp. 623-639.
Lichtenthal, D.J. & Tellefsen, T. (2001). Toward a theory of business buyer-seller similarity, Journal of Personal Selling & Sales Management, Vol. 21 No. 1, pp. 1-14.
Lui, S. S., & Ngo, H. Y. (2004). The role of trust and contractual safeguards on cooperation in non-equity alliances. Journal of Management, Vol. 30, pp. 471-485.
Mansour,W., Hajlaoui, L.L., Abdulkarim, F. & Nassief, M. (2016). Trust Crisis in Islamic Banking: Empirical Evidence Using Structural Equations Modeling, International Journal of Business, Vol. 21, pp.157-177.
Massey, G.R., Wang, P.Z. & Kyngdon, A.S. (2019). Conceptualizing and modeling interpersonal trust in exchange relationships: The effects of incomplete model specification, Industrial Marketing Management, Vol. 76, pp. 60-71
McFarland, R. G., Challagalla, G. N., & Shervani, T. A. (2006). Influence tactics for effective adaptive selling, Journal of Marketing, 70, 103–117.
Moorman, C., Zaltman, G. & Deshpande´, R. (1992). Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations, Journal of Marketing Research, 29, pp. 314-29.
Morgan, R. & Hunt, S. (1994). The commitment – trust theory of relationship marketing, Journal of Marketing, Vol. 58, pp. 20-38.
Newell, S. J., Wu, B., Leingpibul, D. & Jiang, Y. (2016). The importance of corporate and salesperson expertise and trust in building loyal business-to-business relationships in China, Journal of Personal Selling & Sales Management, Vol. 36, pp. 160-173.
Nunnally, J.C. (1978). Psychometric Theory, McGraw-Hill, New York, NY.
Nyaga, G.N., Whipple, J.M. & Lynch, D.F. (2010). Examining supply chain relationships: Do buyer and supplier perspectives on collaborative relationships differ?, Journal of Operations Management, Vol. 28, pp. 101-114.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41– 50.
Parayitam, S. (2010). The effect of competence‐based trust between physicians and administrative executives in healthcare on decision outcomes. Management Research Review, Vol. 33, pp. 174-191.
Plouffe, C.R. (2018). Is it navigation, networking, coordination … or what? A multidisciplinary review of influences on the intraorganizational dimension of the sales role and performance, Journal of Personal Selling & Sales Management, Vol. 38, pp.241-264.
Pullins, E.B., Reid, D. A. & Plank, R.E. (2004). Gender Issues in Buyer-Seller Relationships: Does Gender Matter in Purchasing?, Journal of Supply Chain Management, 40, 3, pg. 40-48.
Rodriguez, M., & Honeycutt, E. (2011). Customer Relationship Management (CRM)’s Impact on B to B Sales Professionals’ Collaboration and Sales Performance, Journal of Business-to-Business Marketing, Vol.18, 4, pp. 335–356.
Rungsithong, R., Meyer, K.E., & Roath, A.S. (2017). Relational capabilities in Thai buyer-supplier relationships, Journal of Business & Industrial Marketing, 32, 1228-1244.
Sheth, J.N. (1973). A Model of Industrial Buyer Behavior, Journal of Marketing, Vol. 37, No. 4, pp. 50-56.
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Swan, J.E. & Nolan, J.J. (1985). Gaining Customer Trust: A Conceptual Guide for the Salesperson, Journal of Personal Selling & Sales Management, Vol. 5, pp. 39-48.
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Year 2020, Volume: 7 Issue: 1, 28 - 41, 30.03.2020

Ozan Peneklıoglu Ayse Banu Elmadag

https://doi.org/10.17261/Pressacademia.2020.1195

Abstract

References

Akrout, W. & Akrout, H. (2011). Trust in B-to-B: Toward a Dynamic and Integrative Approach, Recherche et Applications Marketing (English Edition), Vol. 26, pp. 1-21.
Anderson, E., &Jap, S.D. (2005). The dark side of close relationships, Sloan Management Review, Vol.46, pp. 74-83.
Anderson, E. &Narus, J. (1990). A model of distributor firm and manufacturer firm working partnerships, Journal of Marketing, Vol. 54 No. 1, pp. 42-58.
Armstrong, J.S. &Overton, T.S. (1977). Estimating nonresponse bias in mail surveys, Journal of Marketing Research, Vol. 14 No. 3, pp. 396-402.
Arndt, A.D., & Harkins, J. (2013). A framework for configuring sales support structure, Journal of Business & Industrial Marketing, Vol. 28, Issue: 5, pp.432-443.
Baron, J.N. &Pfeffer, J. (1994). The social psychology of organizations and inequality, Social Psychology Quarterly, Vol. 57, pp. 190-209.
Bataineh, A.Q., Al-Abdallah, G.M., Salhab, H.A. &Shoter, A.M. (2015). The Effect of Relationship Marketing on Customer Retention in the Jordanian’s Pharmaceutical Sector, International Journal of Business and Management, Vol. 10, No. 3.
Bateman, C., &Valentine, S. (2015). The impact of salesperson customer orientation on the evaluation of a salesperson’s ethical treatment, trust in the salesperson, and intentions to purchase, Journal of Personal Selling & Sales Management, Vol. 35, pp. 125-142.
Belonax J.J., Newell, S.J. &Plank, R.E. (2007). The role of purchase importance on Buyer perceptions of the trust and expertise components of Supplier and Salesperson credibility in Business-to-Business Relationships, Journal of Personal Selling & Sales Management, Vol. 37, pp. 247-258.
Blonska, A., Storey, C., Rozemeijer, F., Wetzels, M. &Ruyter, K. (2013). Decomposing the effect of supplier development on relationship benefits: The role of relational capital, Industrial Marketing Management, Vol.42, pp. 1295-1306.
Boles, J.S., Johnson, J.T. &Barksdale, H.C. (2000). How Salespeople Build Quality Relationships: A Replication and Extension, Journal of Business Research, 48, pp. 75–81.
Byrne, D. (1971). The Attraction Paradigm, New York: Academic Press.
Cannon, J.P., & Perreault, W.D. (1999). Buyer-Seller Relationships in Business Markets, Journal of Marketing Research, Vol. 36, 439-460.
Chakrabarty, S., Brown, G. & Widing II, R. E. (2013). Distinguishing Between the Roles of Customer-Oriented Selling and Adaptive Selling in Managing Dysfunctional Conflict in Buyer–Seller Relationships, Journal of Personal Selling & Sales Management, Vol. 33, pp. 245-260.
Child, J. & Möllering, G. (2003). Contextual confidence and active trust development in the Chinese business environment, Organization Science, Vol. 14 No. 1, pp. 69-80.
Crosby, L.A., Evans, K.R. & Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, Vol. 54, 3.
Dampérat, M. & Jolibert, A. (2009). A dialectical model of buyer‐seller relationships, Journal of Business & Industrial Marketing, Vol. 24 Issue: 3/4, pp. 207-217.
Dickie, J. (2004). Increasing sales effectiveness by blending CMM and CRM. In Defying the limits: The CRM project, Vol. 5, pp. 58–60. San Francisco: Montgomery Research.
Doney, P. & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationships, Journal of Marketing, Vol. 61, pp. 35-51.
Dyer, J.H., & Chu, W. (2011). The determinants of trust in supplier-automaker relationships in the US, Japan, and Korea, Journal of International Business Studies, Vol. 42, pp. 10-27.
Fan, Y.H., Woodbine, G. & Scully, G. (2012). Guanxi and its influence on the judgments of Chinese auditors, Asia Pacific Business Review, Vol. 18, pp. 83-97.
Friend, S.B., Hamwi, G. A. & Rutherford, B.N. (2011). Buyer–Seller Relationships Within a Multisource Context: Understanding Customer Defection and Available Alternatives, Journal of Personal Selling & Sales Management, Vol. 31, pp. 383-395.
Gao, T., Sirgy, M.J. & Bird, M.M. (2005). Reducing buyer decision-making uncertainty in organizational purchasing: can supplier trust, commitment, and dependence help?, Journal of Business Research, 58, pp. 397– 405.
Garrido-Samaniego, M. J. & Gutierrez-Cillan, J. (2004). Determinants of Influence and Participation in the Buying Center. An Analysis of Spanish Industrial Companies, The Journal of Business & Industrial Marketing, 19, 4/5, pg. 320.
Gerbing, D. W. & Anderson, J. C. (1992). Monte carlo evaluations of goodness of fit indices for structural equation models, Sociological Methods and Research, pp. 132-160.
Gesteland, R. R. (2002). Cross-cultural business behavior Marketing, negotiating and managing across cultures (2nd ed.), Copenhagen: Handelshøjskolens Forlag, Copenhagen Business School Press.
Graca, S.S., Barry, J.M. & Doney, P.M. (2015). Performance outcomes of behavioral attributes in buyer-supplier relationships, Journal of Business & Industrial Marketing, Vol. 30 Issue: 7, pp.805-816.
Hair, J. F. Jr., Anderson, R. E., Tatham, R. L. & Black, W. C. (1998). Multivariate Data Analysis (5th ed.). Prentice-Hall International, Upper Saddle River, NJ.
Hikkerovaa, L. (2011). The Effectiveness of Loyalty Programs: An Application in the Hospitality Industry, International Journal of Business, Vol. 16, Issue: 2, pp.150-164.
Hillier, T. J. (1975). Decision-making in the corporate industrial buying process, Industrial Marketing Management, 4(2-3), pp. 99-106.
Homburg, C., Müller, M. & Klarmann, M. (2011). When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation, Journal of the Academy of Marketing Science, 39, pp. 795 – 812.
Hutt, M.D., & Speh, T.W. (2001). Business Marketing Management, Thomson Learning, Mason, OH.
Hyman, M. R., & Sager, J. K. (1999). Marginally performing salespeople: a definition. Journal of Personal Selling and Sales Management, 19(4), 67−74.
Jackson, B.B., (1985). Build customer-relationships that last, Harvard Business Review, Vol. 63, pp. 120-8.
Johnson, D. & Grayson, K. (2005). Cognitive and affective trust in service relationships, Journal of Business Research, Issue 58, pp. 500–507.
Kalra, A., Agnihotri, R., Chaker, N. N., Singh, R. K. & Das, B. K. (2017). Connect within to connect outside: effect of salespeople's political skill on relationship performance, Journal of Personal Selling & Sales Management, Vol. 37, pp.332-348.
Karaosmanoglu, E., Elmadag Bas, A.B. & Zhang, J. (2011). The role of other customer effect in corporate marketing, European Journal of Marketing, Vol. 45 No. 9/10, pp. 1416-1445.
Keillor, Bruce D., R. Stephen Parker, & Charles E. Pettijohn (2000). Relationship-oriented characteristics and individual salesperson performance, Journal of Business & Industrial Marketing, 15.1 pp. 7-22.
Lai, C.S., Pai, D.C., Yang, C.F. & Lin, H.J. (2009). The effects of market orientation on relationship learning and relationship performance in industrial marketing: The dyadic perspectives, Industrial Marketing Management, Vol. 38, pp. 166-172.
Lai, M.C., Chou, F.S. & Cheung, Y.J. (2013). Investigating Relational Selling Behaviors, Relationship Quality and Customer Loyalty in the Medical Device Industry in Taiwan, International Journal of Business and Information, Vol. 8 (1), pp.137-150.
Lee, H. J., (2004). The role of competence-based trust and organizational identification in continuous improvement. Journal of Managerial Psychology, Vol. 19, pp. 623-639.
Lichtenthal, D.J. & Tellefsen, T. (2001). Toward a theory of business buyer-seller similarity, Journal of Personal Selling & Sales Management, Vol. 21 No. 1, pp. 1-14.
Lui, S. S., & Ngo, H. Y. (2004). The role of trust and contractual safeguards on cooperation in non-equity alliances. Journal of Management, Vol. 30, pp. 471-485.
Mansour,W., Hajlaoui, L.L., Abdulkarim, F. & Nassief, M. (2016). Trust Crisis in Islamic Banking: Empirical Evidence Using Structural Equations Modeling, International Journal of Business, Vol. 21, pp.157-177.
Massey, G.R., Wang, P.Z. & Kyngdon, A.S. (2019). Conceptualizing and modeling interpersonal trust in exchange relationships: The effects of incomplete model specification, Industrial Marketing Management, Vol. 76, pp. 60-71
McFarland, R. G., Challagalla, G. N., & Shervani, T. A. (2006). Influence tactics for effective adaptive selling, Journal of Marketing, 70, 103–117.
Moorman, C., Zaltman, G. & Deshpande´, R. (1992). Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations, Journal of Marketing Research, 29, pp. 314-29.
Morgan, R. & Hunt, S. (1994). The commitment – trust theory of relationship marketing, Journal of Marketing, Vol. 58, pp. 20-38.
Newell, S. J., Wu, B., Leingpibul, D. & Jiang, Y. (2016). The importance of corporate and salesperson expertise and trust in building loyal business-to-business relationships in China, Journal of Personal Selling & Sales Management, Vol. 36, pp. 160-173.
Nunnally, J.C. (1978). Psychometric Theory, McGraw-Hill, New York, NY.
Nyaga, G.N., Whipple, J.M. & Lynch, D.F. (2010). Examining supply chain relationships: Do buyer and supplier perspectives on collaborative relationships differ?, Journal of Operations Management, Vol. 28, pp. 101-114.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41– 50.
Parayitam, S. (2010). The effect of competence‐based trust between physicians and administrative executives in healthcare on decision outcomes. Management Research Review, Vol. 33, pp. 174-191.
Plouffe, C.R. (2018). Is it navigation, networking, coordination … or what? A multidisciplinary review of influences on the intraorganizational dimension of the sales role and performance, Journal of Personal Selling & Sales Management, Vol. 38, pp.241-264.
Pullins, E.B., Reid, D. A. & Plank, R.E. (2004). Gender Issues in Buyer-Seller Relationships: Does Gender Matter in Purchasing?, Journal of Supply Chain Management, 40, 3, pg. 40-48.
Rodriguez, M., & Honeycutt, E. (2011). Customer Relationship Management (CRM)’s Impact on B to B Sales Professionals’ Collaboration and Sales Performance, Journal of Business-to-Business Marketing, Vol.18, 4, pp. 335–356.
Rungsithong, R., Meyer, K.E., & Roath, A.S. (2017). Relational capabilities in Thai buyer-supplier relationships, Journal of Business & Industrial Marketing, 32, 1228-1244.
Sheth, J.N. (1973). A Model of Industrial Buyer Behavior, Journal of Marketing, Vol. 37, No. 4, pp. 50-56.
Smith, J.B. (1998). Buyer-seller relationships: similarity, relationship management, and quality, Psychology and Marketing, Vol. 15, pp. 3-21.
Stoddard, J.E., Clopton, S.W. & Avila, R.A. (2006). An analysis of the effects of sales force automation on salesperson perceptions of performance, Journal of Selling and Major Account Management, Vol. 6, pp. 38-56.
Stoddard, J.E., Clopton, S.W. & Avila, R.A. (2007). Sales Managers' Perceptions of the Benefits of Sales Force Automation, Journal of Selling and Major Account Management, Vol. 7, pp. 37-50.
Swan, J.E. & Nolan, J.J. (1985). Gaining Customer Trust: A Conceptual Guide for the Salesperson, Journal of Personal Selling & Sales Management, Vol. 5, pp. 39-48.
Swan, J. E., Trawick I. F. Jr, Rink, D. R. & Roberts, J.J. (1988). Measuring dimensions of purchaser trust of industrial salespeople. Journal of Personal Selling & Sales Management, Vol 8, pp.1-10.
Tsui, A.S., & O’Reilly, C.A. (1989). Beyond simple demographic effects: The importance of relational demography in superior-subordinate dyads, Academy of Management Journal, 32, 402–423.
Tsui, A.S., Porter, L.W. & Egan, T.D. (2002). When both similarities and dissimilarities matter: Extending the concept of relational demography, Human Relations, 55, pp. 899–929.
Vázquez-Casielles, R., Iglesias,V. & Varela-Neira, C. (2017). Manufacturer–distributor relationships: role of relationship-specific investment and dependence types, Journal of Business & Industrial Marketing, Vol. 32 Issue: 8, 1245-1260.
Venkatesh, R., Kohli, A.J. & Zaltman, G. (1995). Influence Strategies in Buying Centers, Journal of Marketing, Vol. 59, No. 4, pp. 71-82.
Wagner, J.A., Klein, N.M. & Keith, J.E. (2003). Buyer–seller relationships and selling effectiveness: the moderating influence of buyer expertise and product competitive position, Journal of Business Research, 56, pp. 295 – 302.
Webber, C. C., Sausen, J. O., Basso, K. & Laimer, C. G. (2018). Remodelling the retail store for better sales performance, International Journal of Retail & Distribution Management, Vol. 46, pp.1041-1055.
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Primary Language	English
Subjects	Business Administration
Journal Section	Articles
Authors	Ozan Peneklıoglu This is me 0000-0001-6849-5220 Ayse Banu Elmadag This is me 0000-0001-6849-5220
Publication Date	March 30, 2020
Published in Issue	Year 2020 Volume: 7 Issue: 1

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APA	Peneklıoglu, O., & Elmadag, A. B. (2020). TRUST GOES THE OTHER WAY TOO: SELLERS’ TRUST IN BUYERS AND ITS INFLUENCE ON SALE PROCESS EFFICIENCY. Journal of Management Marketing and Logistics, 7(1), 28-41. https://doi.org/10.17261/Pressacademia.2020.1195

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