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RELQUAL's impact on satisfaction in Norwegian business relationships
Oslo School of Management, Oslo, Norway.
Halmstad University, School of Business and Engineering (SET), Centre for Innovation, Entrepreneurship and Learning Research (CIEL), Centre for International Marketing and Entrepreneurship Research (CIMER). Oslo School of Management, Oslo, Norway.
2010 (English)In: The journal of business & industrial marketing, ISSN 0885-8624, Vol. 25, no 2, 119-131 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to develop a RELQUAL-construct and to test its impact on satisfaction in Norwegian business relationships.

Design/methodology/approach – This study is based upon a survey and random sample of small and medium-sized companies in Norway. Initially, respondents were contacted by phone and a total of 581 surveys were mailed. A total of 212 surveys were returned, a response rate of 36.5 percent.

Findings – Two principal findings are: business relationships characterized by commitment/continuity and coordination/cooperation indicate a higher degree of a company's perceived satisfaction of the supplier; and business relationships characterized by opportunism/distrust and dependence indicate a lower degree of a company's perceived satisfaction of the supplier.

Research limitations/implications – The RELQUAL-construct and its impact on satisfaction in business relationships appears to be accurate for those Norwegian business relationships studied, but only further work in examining other companies will verify its universal applicability if it is to be seen as a valid and reliable measurement for other companies' business relationships too. Suggestions for further research are provided.

Practical implications – This study is of managerial interest to executives since it provides a framework of dimensions to be considered in corporate efforts in maintaining satisfactory levels of relationship quality in business relationships.

Originality/value – The RELQUAL-construct makes a contribution to theory since it proposes a higher order-construct and measurement instrument for the benefit of other researchers and practitioners in the field. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2010. Vol. 25, no 2, 119-131 p.
Keyword [en]
Assets, Business continuity, Buyer-seller relationships, Market forces, Norway, Trust
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-14267DOI: 10.1108/08858621011017741ISI: 000275138800011Scopus ID: 2-s2.0-75649121467OAI: oai:DiVA.org:hh-14267DiVA: diva2:392984
Available from: 2011-01-28 Created: 2011-01-28 Last updated: 2014-11-10Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
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More languages
Output format
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