Factors Influencing Trust and Commitment in Business to Business Market: A Study on the Distribution Sector of Industrial Supplies

Linhares, Mariana Regina Silva; Mesquita, José Marcos Carvalho de; Vianna, Kleinia Anjos; Moreira, Patricia de Cássia Gomes

doi:10.1007/978-3-319-29877-1_11

Cited by 2 publications

(1 citation statement)

References 23 publications

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“…Failing to do so will lead firms to lose the probability of gaining a competitive advantage while making customers search for new alternatives (Carlos Fandos Roig et al, 2006). Study from Linhares proposed that perceived value positively influence trust (Linhares et al, 2016). Another research by Milan, confirmed that perceived value being an antecedent construct of trust, and such relation is mediated by reputation.…”

Section: Return Policymentioning

confidence: 86%

The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

Tejo

2021

NUSAMBA

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This research was conducted to determine the effect of perceived value on trust, the purposes are to know the effect of perceived value on customer retention, to know the effect of trust on customer retention, to know the role of trust as mediator in the relationship between perceived value on customer retention in Company X family business which moved as distributor basic needs. Research data collection was distributed to 68 respondents of Company X B2B customer who regularly purchase on 2020. Analysis method for this research used Partial Least Square Structural Equation Modeling (SEM PLS) with smart PLS 3.0 program. The results of the analysis in this study are perceived value have a positive relationship and significant effect on trust; perceived value doesn’t have significant effect on customer retention in Company X; trust has a positive and significant effect on customer retention in Company X; Trust fully mediates perceived value to customer retention in Company X. Managerial implications based on the results are creating more services and educate customer about service offer compared with competitors, improving service with implementing computerize system to decrease error, employee training, and proposing program such as cash discount or bonus product to maintain customer retention.

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Section: Return Policymentioning

confidence: 86%

The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

Tejo

2021

NUSAMBA

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Antecedents and postcedents of satisfaction in seller-business relationships: positive and negative alter egos

Høgevold

Svensson

Roberts-Lombard

2020

EBR

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Purpose This study explores a seller’s perspective in business relationships to validate whether the findings reported in previous studies based on buyer business relationships apply to seller business relationships. The purpose of this study is to test whether satisfaction functions as a connector between positive antecedents (trust and commitment) and negative postcedents (opportunism and conflict) in a business-to-business (B2B) relationship, based on a seller perspective. Design/methodology/approach A descriptive research design was applied and data was collected from Norwegian companies from the database of LinkedIn’s Sales Navigator. Respondents (Sales or Marketing Managers/Directors or Key Account Managers) were asked to identify one main business customer with whom they had interacted in the past year. A total of 213 responses could be used for data analysis. In addition, the measurement and structural models were assessed. Findings Trust was established as a positive alter ego of opportunism and opportunism as a negative alter ego of trust. The commitment was also determined to be a positive alter ego of conflict, with conflict being a negative alter ego of commitment. Furthermore, it was proven that alter egos are not opposites, but facets of antecedents and postcedents in relation to a connector, satisfaction. Research limitations/implications The tested model endorses the hypothesised relationships between trust, commitment, satisfaction, opportunism and conflict in Norwegian B2B relationships. Satisfaction is linked to its two antecedents and its outcomes and the hypothesised relationship between opportunism and conflict is also endorsed from a seller’s perspective in B2B relationships. Practical implications The findings can assist the B2B industry to understand how trust and commitment foster satisfaction, how satisfaction influences opportunism and conflict, and how opportunism relates to conflict in a seller-business relationship. Originality/value No previous study has focussed on relationship marketing in B2B relationships from a seller’s perspective to establish whether satisfaction functions as a connector between trust and commitment and opportunism and conflict.

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Factors Influencing Trust and Commitment in Business to Business Market: A Study on the Distribution Sector of Industrial Supplies

Cited by 2 publications

References 23 publications

The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

Antecedents and postcedents of satisfaction in seller-business relationships: positive and negative alter egos

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