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Bringing relationship marketing theory into B2B practice: the B2B-RP scale and the B2B-RELPERF scorecard

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  • Luis Filipe Lages
  • Andrew Lancastre
  • Carmen Lages

Abstract

This study presents a new measurement scale to assess the performance of a relationship between two firms. The Business-to-Business Relationship Performance (B2B-RP) scale is presented as a high order concept. When tested in a sample of nearly 400 SMEs purchasing managers operating in a B2B e-marketplace, our findings reveal that greater relationship performance results in better 1) relationship policies and practices, 2) relationship commitment, 3) trust in the relationship, 4) mutual cooperation, as well as 5) satisfaction with the relationship. The multi-dimensional scale shows strong evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that B2B relationship performance is positively and significantly associated with loyalty. While building on this scale, the authors develop the B2B-RP Scorecard intended to be included in periodic reports. At the managerial level, both the scale and the scorecard are expected to help disclose relationship performance, and act as useful instruments for periodic planning, management, controlling, and improvement of B2B relationships.

Suggested Citation

  • Luis Filipe Lages & Andrew Lancastre & Carmen Lages, 2005. "Bringing relationship marketing theory into B2B practice: the B2B-RP scale and the B2B-RELPERF scorecard," Nova SBE Working Paper Series wp471, Universidade Nova de Lisboa, Nova School of Business and Economics.
    • Handle: RePEc:unl:unlfep:wp471
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    References listed on IDEAS

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    1. Lages, Luis Filipe & Fernandes, Joana Cosme, 2005. "The SERPVAL scale: a multi-item instrument for measuring service personal values," Journal of Business Research, Elsevier, vol. 58(11), pages 1562-1572, November.
    2. John W Cadogan & Adamantios Diamantopoulos & Charles Pahud de Mortanges, 1999. "A Measure of Export Market Orientation: Scale Development and Cross-cultural Validation," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 30(4), pages 689-707, December.
    3. Lages, Carmen & Lages, Cristiana Raquel & Lages, Luis Filipe, 2005. "The RELQUAL scale: a measure of relationship quality in export market ventures," Journal of Business Research, Elsevier, vol. 58(8), pages 1040-1048, August.
    4. Luis Filipe Lages & Cristiana Raquel Lages, 2002. "The STEP scale: a cross-national scale for short-term export performance improvement," Nova SBE Working Paper Series wp422, Universidade Nova de Lisboa, Nova School of Business and Economics.
    5. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    6. Lages, Luis Filipe & Silva, Graça & Styles, Chris & Pereira, Zulema Lopes, 2009. "The NEP Scale: A measure of network export performance," International Business Review, Elsevier, vol. 18(4), pages 344-356, August.
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    Cited by:

    1. Antonio CORREIA de BARROS & Hortensia BARANDAS & Paulo Alexandre PIRES, 2009. "Applying Artificial Neural Networks to Evaluate Export Performance: A Relational Approach," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 10(4), pages 713-734, October.

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    More about this item

    Keywords

    Relationship performance; relationship marketing; B2B-RP scale; B2B-RELPERF scorecard; electronic markets;
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