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Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets

Author

Listed:
  • Barbara Cater

    (University of Ljubljana, Slovenia)

Abstract

This paper examines two very important concepts in marketing relationships – trust and commitment – whereby commitment is regarded as consisting of three components: affective, calculative and normative. The context of this study is professional services in a business-to-business market, more specifically the marketing research industry in Slovenia. The results show that trust in the marketing research provider and its work is very high among interviewed clients. The clients also appear to be affectively committed to the relationship with the provider, whereas calculative and normative commitment are low. The study’s results confirm the positive influence of trust on affective commitment and the weak negative influence of trust on calculative commitment.

Suggested Citation

  • Barbara Cater, 2007. "Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(4), pages 371-390.
    • Handle: RePEc:mgt:youmgt:v:5:y:2007:i:4:p:371-390
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    File URL: http://www.fm-kp.si/zalozba/ISSN/1581-6311/5_371-390.pdf
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    References listed on IDEAS

    as
    1. de Ruyter, Ko & Wetzels, Martin, 1999. "Commitment in auditor-client relationships: antecedents and consequences," Accounting, Organizations and Society, Elsevier, vol. 24(1), pages 57-75, January.
    2. Gounaris, Spiros P., 2005. "Trust and commitment influences on customer retention: insights from business-to-business services," Journal of Business Research, Elsevier, vol. 58(2), pages 126-140, February.
    3. Lohtia, Ritu & Bello, Daniel C. & Yamada, Teruhisa & Gilliland, David I., 2005. "The role of commitment in foreign-Japanese relationships: mediating performance for foreign sellers in Japan," Journal of Business Research, Elsevier, vol. 58(8), pages 1009-1018, August.
    4. A. Jolibert & P. Jourdan, 2005. "Marketing Research," Post-Print halshs-00095262, HAL.
    Full references (including those not matched with items on IDEAS)

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    Keywords

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    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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