IDEAS home Printed from https://ideas.repec.org/a/mgt/youmgt/v5y2007i4p371-390.html
   My bibliography  Save this article

Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets

Author

Listed:
  • Barbara Cater

    (University of Ljubljana, Slovenia)

Abstract

This paper examines two very important concepts in marketing relationships – trust and commitment – whereby commitment is regarded as consisting of three components: affective, calculative and normative. The context of this study is professional services in a business-to-business market, more specifically the marketing research industry in Slovenia. The results show that trust in the marketing research provider and its work is very high among interviewed clients. The clients also appear to be affectively committed to the relationship with the provider, whereas calculative and normative commitment are low. The study’s results confirm the positive influence of trust on affective commitment and the weak negative influence of trust on calculative commitment.

Suggested Citation

  • Barbara Cater, 2007. "Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(4), pages 371-390.
    • Handle: RePEc:mgt:youmgt:v:5:y:2007:i:4:p:371-390
    as

    Download full text from publisher

    File URL: http://www.fm-kp.si/zalozba/ISSN/1581-6311/5_371-390.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. de Ruyter, Ko & Wetzels, Martin, 1999. "Commitment in auditor-client relationships: antecedents and consequences," Accounting, Organizations and Society, Elsevier, vol. 24(1), pages 57-75, January.
    2. Gounaris, Spiros P., 2005. "Trust and commitment influences on customer retention: insights from business-to-business services," Journal of Business Research, Elsevier, vol. 58(2), pages 126-140, February.
    3. Lohtia, Ritu & Bello, Daniel C. & Yamada, Teruhisa & Gilliland, David I., 2005. "The role of commitment in foreign-Japanese relationships: mediating performance for foreign sellers in Japan," Journal of Business Research, Elsevier, vol. 58(8), pages 1009-1018, August.
    4. A. Jolibert & P. Jourdan, 2005. "Marketing Research," Post-Print halshs-00095262, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alteren, Gro & Tudoran, Ana Alina, 2016. "Enhancing export performance: Betting on customer orientation, behavioral commitment, and communication," International Business Review, Elsevier, vol. 25(1), pages 370-381.
    2. Magnus Olsén Hammarfjord & Tommy Roxenhall, 2017. "The Relationships Between Network Commitment, Antecedents, And Innovation In Strategic Innovation Networks," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(04), pages 1-36, May.
    3. Fregidou-Malama, Maria & Hyder, Akmal S., 2015. "Impact of culture on marketing of health services – Elekta in Brazil," International Business Review, Elsevier, vol. 24(3), pages 530-540.
    4. Rutherford, Brian, 2012. "Building buyer commitment to the salesperson," Journal of Business Research, Elsevier, vol. 65(7), pages 960-967.
    5. Sander Triest & Maurice Bun & Erik Raaij & Maarten Vernooij, 2009. "The impact of customer-specific marketing expenses on customer retention and customer profitability," Marketing Letters, Springer, vol. 20(2), pages 125-138, June.
    6. Olcay Çetiner, 2010. "Examining The Firm Buildings Of The News Printing Sector From The Point Of Architecture And Construction," JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA, Babes-Bolyai University, Faculty of Business.
    7. Widener, Sally K., 2004. "An empirical investigation of the relation between the use of strategic human capital and the design of the management control system," Accounting, Organizations and Society, Elsevier, vol. 29(3-4), pages 377-399.
    8. Cristina Silvia Nistor, 2010. "An Empirical Research About The Contain Of Balanced Scorecard Concept In Public Sector," JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA, Babes-Bolyai University, Faculty of Business.
    9. Simona-Mihaela TRIF, 2012. "Antecedents and consequences of relationship quality. A case study of banking sector in Romania," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 253-271.
    10. Laurentiu Mincu & Thorsten Gruber, 2013. "Exploring the Factors Influencing the Intention to Use Self-Service Technologies: An Eastern European Perspective," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 59-84, December.
    11. Thokozani Patmond Mbhele, 2014. "Antecedents of Quality Information Sharing in the FMCG Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 6(12), pages 986-1003.
    12. Andrew Robson & Mark Ojeme & Nigel Coates, 2016. "The SMEs’ perspective of trust in a B2B relationship," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 103-112, June.
    13. Khoa T. Tran & Phuong V. Nguyen, 2020. "Corporate Social Responsibility: Findings from the Vietnamese Paint Industry," Sustainability, MDPI, vol. 12(3), pages 1-20, February.
    14. Daekil Kim & Byoungsoo Kim, 2018. "An Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers," Sustainability, MDPI, vol. 10(11), pages 1-20, November.
    15. Huang, Cheng-Li & Chen, Mien-Ling, 2009. "Relationships among budgetary leadership behavior, managerial budgeting games, and budgetary attitudes: Evidence from Taiwanese corporations," Journal of International Accounting, Auditing and Taxation, Elsevier, vol. 18(1), pages 73-84.
    16. Katsuhiko Shimizu, 2008. "New Strategy Implementation and Learning: Importance of Consensus," Working Papers 0034, College of Business, University of Texas at San Antonio.
    17. Rasha Abdel Aziz El Naggar & Noha Bendary, 2020. "Branding Services in Mature Markets: Evidence from Egypt," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(1), pages 1-52, March.
    18. Stefanie Einhorn & Bernhard Fietz & Thomas W. Guenther & Edeltraud Guenther, 2024. "The relationship of organizational culture with management control systems and environmental management control systems," Review of Managerial Science, Springer, vol. 18(8), pages 2321-2371, August.
    19. Thorpe, Jodie, 2018. "Procedural Justice in Value Chains Through Public–private Partnerships," World Development, Elsevier, vol. 103(C), pages 162-175.
    20. Chao-Chin Huang & Chung-Yuan Tsay & Shih-Chieh Fang & Shyh-Ming Huang, 2023. "A Contingency Model in Establishing Brand Loyalty: Relationship Age as a Moderator," Corporate Reputation Review, Palgrave Macmillan, vol. 26(1), pages 19-32, February.

    More about this item

    Keywords

    trust; affective commitment; calculative commitment; normative commitment; business-to-business markets;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mgt:youmgt:v:5:y:2007:i:4:p:371-390. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alen Jezovnik (email available below). General contact details of provider: https://edirc.repec.org/data/fmkupsi.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.