Authors: Anne Rindell; Göran Svensson; Tore Mysen; Anders Billström
Addresses: Marketing Department, Centre for Relationship Marketing and Service Management, Hanken School of Economics, P.O. Box 479, FIN-00101 Helsinki, Finland ' Oslo School of Management, P.O. Box 1195 Sentrum, 0107 Oslo, Norway ' Oslo School of Management, P.O. Box 1195 Sentrum, 0107 Oslo, Norway ' Halmstad University, P.O. Box 823, SE-301 18 Halmstad, Sweden
Abstract: The objective of the current study is to test the findings in previous research indicating satisfaction is a mediator between trust and commitment, and among the three important outcomes of coordination, cooperation and continuity expectancy. Researchers contacted a sample of the 1,000 largest companies in Finland and Sweden by telephone to identify key informants, and posted surveys to them. The empirical findings of the current study validate the conceptual model tested; commitment and trust relate positively to satisfaction, and satisfaction, in turn, relates positively to all three outcomes of coordination, cooperation and continuity. The validation of the measurement and structural properties of the tested conceptual model is of benefit to other researchers. The empirical findings indicate that to establish lasting relationships of cooperation, and coordination, companies need develop commitment and trust in ongoing relationships to enhance satisfaction. A contribution is the validation of empirical findings in previous research.
Keywords: satisfaction; trust; commitment; coordination; cooperation; continuity; relationship marketing; Finland; Sweden; quality metrics; manufacturer-supplier relationship; buyer-supplier relationship.
International Journal of Business Excellence, 2014 Vol.7 No.1, pp.16 - 27
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