Template-Type: ReDIF-Paper 1.0
Author-Name: Verhoef, P.C.
Author-Name-Last: Verhoef
Author-Name-First: Peter
Author-Person: pve19
Author-Name: Franses, Ph.H.B.F.
Author-Name-Last: Franses
Author-Name-First: Philip Hans
Author-Person: pfr226
Author-Name: Hoekstra, J.C.
Author-Name-Last: Hoekstra
Author-Name-First: Janny
Title: The Effect of Relational Constructs on Relationship Performance
Abstract: 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.
Creation-Date: 2000-05-08
File-URL: https://repub.eur.nl/pub/17/erimrs20000508112441.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2000-08-MKT
Classification-JEL: C44, M, M31
Keywords: Insurance industry, Performance, Relationship duration, Relationship marketing
Handle: RePEc:ems:eureri:17