Relationship benefits: conceptualization and measurement in a business-to-business environment
Kelly, Stephen
Relationship benefits: conceptualization and measurement in a business-to-business environment created by Stephen Kelly and Don Scott - International small business journal Volume 30, number 3 .
This article offers both a conceptually valid measure of the relationship benefits derived from the relationship marketing, networks, services marketing and strategy literature and demonstrates the concept’s effect on business-to-business bonds. Four types of relationship benefit labelled cost, service, flexibility and image benefits are identified and their measures tested for reliability and validity. A structural model incorporating associations between a second-order relationship benefits construct and other salient relationship concepts is also tested, with significant direct associations between relationship benefits, trust and relationship investments evident, together with indirect associations between relationship benefits and instrumental, affective and normative commitment, absence of conflict, acquiescence, satisfaction and switching. The article calls for further refinement of the concept and evaluation of its associations in other contexts and in light of noted shortcomings in the literature.
02662426
Supplier relationship management--Business-to-business marketing--United States--B-to-B-Marketing
HD2341.169
Relationship benefits: conceptualization and measurement in a business-to-business environment created by Stephen Kelly and Don Scott - International small business journal Volume 30, number 3 .
This article offers both a conceptually valid measure of the relationship benefits derived from the relationship marketing, networks, services marketing and strategy literature and demonstrates the concept’s effect on business-to-business bonds. Four types of relationship benefit labelled cost, service, flexibility and image benefits are identified and their measures tested for reliability and validity. A structural model incorporating associations between a second-order relationship benefits construct and other salient relationship concepts is also tested, with significant direct associations between relationship benefits, trust and relationship investments evident, together with indirect associations between relationship benefits and instrumental, affective and normative commitment, absence of conflict, acquiescence, satisfaction and switching. The article calls for further refinement of the concept and evaluation of its associations in other contexts and in light of noted shortcomings in the literature.
02662426
Supplier relationship management--Business-to-business marketing--United States--B-to-B-Marketing
HD2341.169