Start Making Sense Again

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Start Making Sense Again

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dc.contributor.author Houman Andersen, Poul
dc.contributor.author Ellegaard, Chris
dc.date.accessioned 2010-11-08
dc.date.accessioned 2011-01-05T10:15:58Z
dc.date.available 2011-01-05T10:15:58Z
dc.date.issued 2011-01-05
dc.identifier.uri http://hdl.handle.net/10398/8228
dc.description.abstract Relational norms provide behavioural guidelines for individual actors interacting in business relationships. Frequently, norms are violated and the involved actors initiate a normalization process to restore exchange order. However, in rare instances violations occur with a severity where the exchange cannot be normalized by the means available in the interpersonal relationship. Furthermore, dissolution is not an option due to high perceived dependence. In this paper, we report on an investigation of three such severe norm violation episodes. We identify the violated norm sets and violating behaviours of core actors along with emotional reactions and effects on the business exchange. In addition, we map the processes of violation and normalization. We find evidence of serial norm violations, causing the interpersonal relationship to enter a state of suspension. Furthermore, cross case analysis shows that exchange was normalised through an organizational level process of alternative actor channel activation and executive intervention. en_US
dc.format.extent 18 en_US
dc.language eng en_US
dc.title Start Making Sense Again en_US
dc.type cp en_US
dc.accessionstatus modt11jan05 lbjl en_US
dc.contributor.corporation Copenhagen Business School. CBS en_US
dc.contributor.department Institut for Afsætningsøkonomi en_US
dc.contributor.departmentshort AØ; en_US
dc.contributor.departmentuk Department of Marketing en_US
dc.contributor.departmentukshort AØ; en_US
dc.description.notes Presented at The 26th Annual IMP Conference, Budapest, Hungary, 2-4 September 2010
dc.idnumber x65670321x en_US
dc.publisher.city Frederiksberg en_US
dc.publisher.year 2010 en_US
dc.title.subtitle Business Relationship Resroration After Severe Norm Violation Episodes. en_US


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