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The Effect of Relational Constructs on Relationship Performance


  • Verhoef, P.C.
  • Franses, Ph.H.B.F.
  • Hoekstra, J.C.


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.

Suggested Citation

  • Verhoef, P.C. & Franses, Ph.H.B.F. & Hoekstra, J.C., 2000. "The Effect of Relational Constructs on Relationship Performance," ERIM Report Series Research in Management ERS-2000-08-MKT, 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.
  • Handle: RePEc:ems:eureri:17

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    Insurance industry; Performance; Relationship duration; Relationship marketing;

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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