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The Effect of Relational Constructs on Relationship Performance

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Author Info
Verhoef, P.C.
Franses, Ph.H.B.F.
Hoekstra, J.C. (Erasmus Research Institute of Management (ERIM), RSM Erasmus University)

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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.

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Publisher Info
Paper provided by Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam. in its series Research Paper with number ERS-2000-08-MKT Revision_Date: 2009-11-06.

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Date of creation: 08 May 2000
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Handle: RePEc:dgr:eureri:200010

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Related research
Keywords: Relationship marketing; Performance; Relationship duration; Insurance industry;

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This page was last updated on 2009-12-2.

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