How Relevant Are Different Forms of Relational Behavior? An Empirical Test Based on Macneil's Exchange Framework

Details

Serval ID
serval:BIB_D1646F8F4D9F
Type
Article: article from journal or magazin.
Collection
Publications
Title
How Relevant Are Different Forms of Relational Behavior? An Empirical Test Based on Macneil's Exchange Framework
Journal
Journal of Business & Industrial Marketing
Author(s)
Ivens B.S.
Publication state
Published
Issued date
2004
Peer-reviewed
Oui
Volume
19
Number
5
Pages
300-309
Abstract
Many transactions in the business-to-business-field are governed on a relational basis. In such long-term business relationships, the object of exchange is but one determinant of relationship success. Soft factors such as the customer-directed behaviors a supplier demonstrates are generally believed to be a major determinant of performance variables. Based on the relational exchange framework, this paper examines the impact of relational behaviors on relationship quality in professional service relationships. An empirical study conducted among 206 purchasers of market research information provides evidence that supplier behaviors such as role integrity, flexibility, or solidarity have an important impact on different dimensions of customer-perceived relationship quality (satisfaction, trust, and commitment).
Keywords
Buyer-Seller Relationships, Customer Satisfaction, Trust, Job Commitment, Regression Analysis, Market Research
Create date
19/11/2007 10:48
Last modification date
20/08/2019 15:51
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