The Influence of Relational Norms and Trust on Customer Satisfaction in Interfirm Exchange Relationships

Authors

  • William R. Doucette University of Utah

Abstract

A vital aspect of managing interfirm exchange relations is establishing and maintaining customer satisfaction. The objective of this study was to examine empirically the influence of relational norms (solidarity, role integrity, information exchange) and trust on customer satisfaction in interfirm exchange relationships. Responses describing 249 pharmacy-buying group dyads were analyzed in a path analysis to test the direct and indirect (via trust) effects of the relational norms on customer satisfaction. Information exchange had significant indirect and direct effects on customer satisfaction. Solidarity had only significant indirect effects on customer satisfaction. No significant effects were found for role integrity. Implications for future research are discussed.

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Published

2022-03-07

Issue

Vol. 9 (1996): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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