An examination of the relationship between trust, commitment and relationship quality

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.

The Study of Influencing Factors on Customers’ Decision to Use of Mobile Banking Based on SMS Services (Case Study: The Branches of Governmental Banks in Rasht City-Northern of Iran)

“…Current arena is the period of accelerated and unpredictable evolutions and companies confront with the most difficult and unprecedented competition conditions due to existence of such factors like uncertain boundaries among markets ‚ more fragmentation of markets ‚ shortened product consumption period‚ accelerated variation of customers purchasing paradigms and customers being more expert [Wong and Shohal 2002].…”

Antecedents and postcedents of satisfaction in business relationships in Canada

“…A number of researchers have investigated these dimensions as part of a higher order construct, relationship quality, in B2B as well as business to consumer (B2C) situations (Dorsch et al, 1998;Hennig-Thurau and Klee, 1997;Hewett et al, 2002;Roberts et al, 2003;Shamdasani and Balakrishnan, 2000;Svensson et al, 2009;Walter et al, 2003;Wong and Sohal, 2002). In a number of studies, trust and commitment are presented as independent concepts (Hewett et al, 2002;Morgan and Hunt, 1994;Ruyter et al, 2001).…”

Cooperative Strategies for Improving the Tourism Industry in Remote Geographic Regions: An Addition to Trust and Commitment Theory with one Key Mediating Construct

“…Many studies have shown that trust leads to commitment (Becker, 1960;Axelrod, 1984;Morgan & Hunt, 1994;Wetzels et al, 1998;Garbarino & Johnson, 1999;Varamä ki, 2001;Ylimaz & Hunt, 2001;Ekelund, 2002;Rodriguez & Wilson, 2002;Wong & Sohal, 2002;Mukherjee & Nath, 2003). We propose that trust can be reinforced through interpersonal commitment (Morgan & Hunt, 1994) and ultimately enhance interorganizational commitment (Mavondo & Rodrigo, 2001).…”

“…To minimize these risks, firms in successful networks share resources and operations with others they can trust. Trust initially leads to greater interpersonal commitments (Becker, 1960;Axelrod, 1984;Morgan & Hunt, 1994;Wetzels et al, 1998;Garbarino & Johnson, 1999;Varamä ki, 2001;Ylimaz & Hunt, 2001;Ekelund, 2002;Rodriguez & Wilson, 2002;Wong & Sohal, 2002;Mukherjee & Nath, 2003) as does reciprocity (Kumar, Scheer & Steenkamp, 1995;Mavondo & Rodrigo, 2001). Moreover, interpersonal commitment ultimately influences interorganizational commitment (Yoon, Baker & Ko, 1994;Mavondo & Rodrigo, 2001).…”