Journal Article10.1108/09590550210415248
An examination of the relationship between trust, commitment and relationship quality
Amy Wong,Amrik S. Sohal +1 more
564
TL;DR: In this article, a conceptual model has been developed that links trust and commitment to relationship quality, based on a review of the literature, and a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia.
read more
Abstract: Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.
read more
Chat with Paper
AI Agents for this Paper
Find similar papers on Google Scholar, PubMed and Arxiv
Write a critical review of this paper
Analyze citations of this paper to find unaddressed research gaps
Citations
Multisource Commitment to Suppliers and Salespeople
TL;DR: In this paper, the authors examined buyers' relationships with both salespeople and suppliers within a multisource procurement setting, and found that buyers depend heavily on how they perceive both their salesperson and their suppliers.
GTKM Kapsamında Akademisyenlerin Çevrimiçi Tatil Satın Alma Davranışlarında eWOM’un Etkisi
TL;DR: In this paper, the effect of eWOM on attitudes and behaviors related to online holiday purchasing situations was investigated by means of the Structural Equation Model (SEM) built on the Planned Behavior Theory (PBT) and Extended Technology Acceptance Model (E-TAM).
The effectiveness of relationship quality on knowledge transfer in project teams: the roles of project organizational structure
TL;DR: In this paper, the authors investigated the impact of relationship quality among team members in the project team on knowledge transfer effectiveness and analyzed the role of organizational structure in the influencing process, and found that relationship quality has a direct impact on the knowledge transfer in project teams and centralization has a negative impact on relationship quality.
East meets West : toward a theoretical model linking guanxi and relationship marketing
TL;DR: In this paper, a conceptual study critically examines the separate concepts of guanxi and relationship marketing, explores the differences between the two approaches, and proposes innovative linkages between them.
Cause related marketing in the German retail sector: Exploring the role of consumers’ trust
TL;DR: In this article, the role of consumer trust in cause related marketing (CrM) campaigns was investigated and it was shown that consumers' trust in a retailer's CrM campaign increases consumer's loyalty in the retailer.
References
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
21.5K
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
19.9K
A Paradigm for Developing Better Measures of Marketing Constructs
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
The Measurement of Organizational Commitment.
TL;DR: The Organizational Commitment Questionnaire (OCQ) as discussed by the authors ) is a measure of employee commitment to work organizations, developed by Porter and his colleagues, which is based on a series of studies among 2563 employees in nine divergent organizations.
9.4K