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The effects of performance, environmental uncertainty and relational norms on customer commitments to suppliers over the duration of customer-supplier relationships

Author

Listed:
  • Robert C. Fink
  • William L. James
  • Kenneth J. Hatten

Abstract

This paper investigates customer commitments to suppliers based on customer performance outcomes, supplier quality and delivery performance, the presence of relational norms and customer perspectives of environmental uncertainty over the duration of the customer-supplier relationship. Customer commitments to suppliers during short, intermediate and long-term relationships are investigated with the results showing that the influences of performance, relational norms and environmental uncertainty differ as the duration of the relationship extends over time. These results also offer suppliers insights into how they could vary their marketing and sales strategies to influence customer loyalty over time.

Suggested Citation

  • Robert C. Fink & William L. James & Kenneth J. Hatten, 2008. "The effects of performance, environmental uncertainty and relational norms on customer commitments to suppliers over the duration of customer-supplier relationships," International Journal of Management and Decision Making, Inderscience Enterprises Ltd, vol. 9(6), pages 660-685.
    • Handle: RePEc:ids:ijmdma:v:9:y:2008:i:6:p:660-685
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    Cited by:

    1. Muhammad Alshurideh, 2017. "A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 201-201, June.

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