Title: The sequential logic of quality constructs in sales business relationships: model and findings

Authors: Carlos Ferro-Soto; Carmen Padín; Göran Svensson; Nils M. Høgevold

Addresses: University of Vigo, Faculty of Economics and Business, 36310 Vigo – Pontevedra, Spain ' University of Vigo, Faculty of Economics and Business, 36310 Vigo – Pontevedra, Spain ' Kristiania University College, PB 1155 Sentrum, 0107 Oslo, Norway ' Kristiania University College, PB 1155 Sentrum, 0107 Oslo, Norway

Abstract: This research tests the mediator role of satisfaction between commitment and trust, and coordination, cooperation and continuity with B2B buyers, following a seller approach. It considers coordination as present behaviour, and cooperation as the willingness to work jointly, and both are understood as distinct constructs. Based on a survey among Spanish sales managers, it applies confirmatory factor analysis and structural equation modelling using SPSS/AMOS 26.0. Results confirm the mediator role of satisfaction between the constructs in the estimated model. The findings enhance the literature on satisfaction in B2B relationships, thanks to the combination of constructs in the model, which has barely been used in this field, as well as their nomological positions, and the seller perspective. Managerial implications enhance practitioners' comprehension of how commitment and trust induce customer satisfaction which can, in turn, foster coordination and a willingness to cooperate and can improve the expectation of continuity the partnership.

Keywords: satisfaction; trust; commitment; coordination; continuity; cooperation; B2B sales relationships.

DOI: 10.1504/IJPM.2024.137325

International Journal of Procurement Management, 2024 Vol.19 No.4, pp.473 - 498

Received: 25 Jan 2023
Accepted: 28 Jan 2023
Published online: 12 Mar 2024 *

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