The influence of adaptations, trust, and commitment on value‐creating functions of customer relationships

Thomas Ritter

220 citations0/0 files storedJournal of Business and Industrial Marketing

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Customer Service Quality and Loyalty Quality and Supply Management Corporate Governance and Management

Abstract

Suppliers do not only maintain relationships with customers for the customers’ benefits but also for their own sake. Various important value‐creating functions of business relationships with customers have been identified in the past. However, the preconditions of this inter‐organizational value‐creation have not been addressed in depth. Drawing upon a database of over 200 customer‐supplier relationships, adaptations, trust and commitment are identified as key drivers for value creation. The results of this study have considerable consequences for the management of inter‐organizational relationships and networks regarding the process of how value could be created in business markets.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1990Comparative fit indexes in structural models.1994The Commitment-Trust Theory of Relationship Marketing 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1987Developing Buyer-Seller Relationships 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1989LISREL 7 : user's reference guide 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships

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