The Effect of Relational Constructs on Relationship Performance
We examine the effect of relational constructs, such as satisfaction, trust and commitment on relationship performance (that is, positive word-of-mouth communication and the margin provided by each customer) of customers of an insurance company. A central issue concerns the effect of duration on the associations between relational constructs and relationship performance. Our empirical results provide strong evidence of duration dependent effects of satisfaction and trust, but we find only weak evidence of such effects on performance.
|Keywords||Insurance industry, Performance, Relationship duration, Relationship marketing|
|Publisher||Erasmus Research Institute of Management (ERIM)|
Verhoef, P.C., Franses, Ph.H.B.F., & Hoekstra, J.C.. (2000). The Effect of Relational Constructs on Relationship Performance (No. ERS-2000-08-MKT). Erasmus Research Institute of Management (ERIM). Retrieved from http://hdl.handle.net/1765/17