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The interplay between business and personal trust on relationship performance in conditions of market turbulence

Author

Listed:
  • Stephanie M. Mangus

    (Baylor University)

  • Eli Jones

    (Texas A&M University)

  • Judith Anne Garretson Folse

    (Louisiana State University)

  • Shrihari Sridhar

    (Texas A&M University)

Abstract

Extant research examining interpersonal trust in business-to-business (B2B) buyer–seller relationships focuses on its multidimensionality, mainly from a business perspective. Our research captures an element of business relationships that is heretofore under-examined: the personal side of the relationship between the buyer and seller. We examine the interplay between both business and personal trust on performance in the relationship, namely analyzing customer relationship satisfaction and customer loyalty. We also test our model using perceived market turbulence as a moderating variable since turbulence in the marketplace could strain the relationship between the buyer and seller and affect the strength of the statistical relationships between business and personal trust on performance in the relationship.

Suggested Citation

  • Stephanie M. Mangus & Eli Jones & Judith Anne Garretson Folse & Shrihari Sridhar, 2020. "The interplay between business and personal trust on relationship performance in conditions of market turbulence," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1138-1155, November.
    • Handle: RePEc:spr:joamsc:v:48:y:2020:i:6:d:10.1007_s11747-020-00722-6
    DOI: 10.1007/s11747-020-00722-6
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    References listed on IDEAS

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    Cited by:

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    2. Zhou, Liying & Mao, Hongyi & Zhao, Taiyang & Wang, Valerie Lynette & Wang, Xiaodong & Zuo, Peng, 2022. "How B2B platform improves Buyers’ performance: Insights into platform’s substitution effect," Journal of Business Research, Elsevier, vol. 143(C), pages 72-80.
    3. Hörger, Christian & Ward, Philippa, 2023. "Coordination mechanisms and the role of taskscape in value co-creation: The British ‘milkman’," Journal of Business Research, Elsevier, vol. 162(C).
    4. Chatterjee, Lagnajita & Feng, Cong & Nakata, Cheryl & Sivakumar, K., 2023. "The environmental turbulence concept in marketing: A look back and a look ahead," Journal of Business Research, Elsevier, vol. 161(C).
    5. Mangus, Stephanie M. & Shi, Huanhuan & Folse, Judith Anne Garretson & Jones, Eli & Sridhar, Shrihari, 2024. "Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions," International Journal of Research in Marketing, Elsevier, vol. 41(2), pages 194-219.
    6. Peesker, Karen M. & Kerr, Peter D. & Bolander, Willy & Ryals, Lynette J. & Lister, Jonathan A. & Dover, Howard F., 2022. "Hiring for sales success: The emerging importance of salesperson analytical skills," Journal of Business Research, Elsevier, vol. 144(C), pages 17-30.

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