The Effect of Relational Constructs on Relationship Performance
2000-05-08
Research Paper
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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
Classifications using
Journal of Economic Literature (JEL) Classification System
- M : Business Administration and Business Economics; Marketing; Accounting
- C44 : Statistical Decision Theory; Operations Research
- M31 : Marketing
Automatically Extracted Terms
- relationship
- commitment
- trust
- satisfaction
- customer
- marketing
- effect
- duration
- performance
- research
- relationship performance
- model
- affective commitment
- insurance
- affective
- word-of-mouth communication
- contribution margin
- measure
- company
- relationship duration
