RELQUAL's impact on satisfaction in Norwegian business relationships

2010 ◽  
Vol 25 (2) ◽  
pp. 119-131 ◽  
Author(s):  
Tore Mysen ◽  
Göran Svensson
Keyword(s):  
Design Methodology ◽  
Response Rate ◽  
Measurement Instrument ◽  
Business Relationships ◽  
Reliable Measurement ◽  
Content Type ◽  
Perceived Satisfaction ◽  
Order Construct ◽  
Universal Applicability ◽  
Practical Implications

PurposeThe purpose of this paper is to develop a RELQUAL‐construct and to test its impact on satisfaction in Norwegian business relationships.Design/methodology/approachThis 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.FindingsTwo 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/implicationsThe 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 implicationsThis 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/valueThe 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.

Validating action and social alignment constituents of collaboration in business relationships

2019 ◽  
Vol 37 (7) ◽  
pp. 721-740 ◽  
Author(s):  
Nils M. Høgevold ◽  
Gøran Svensson ◽  
Carmen Otero-Neira
Keyword(s):  
Design Methodology ◽  
Response Rate ◽  
Business Relationships ◽  
Research Model ◽  
Industrial Sample ◽  
Content Type ◽  
Economic Satisfaction ◽  
Managerial Implications ◽  
Alignment Model ◽  
Practical Implications

Purpose The purpose of this paper is to test hypothesized relationships within and between the domains of action and social alignment based on a sales perspective in business relationships. Design/methodology/approach This study is based on a cross-industrial sample of Norwegian companies consisting of 213 key informants corresponding to a valid response rate of 40.7 percent. Findings The findings validate that coordination relates positively to economic satisfaction (ES); coordination does not relate to non-economic satisfaction (NES); coordination relates positively to cooperation; cooperation relates positively NES; and cooperation mediates between ES and NES. Research limitations/implications This study tests and successfully validates an action and social alignment model based on a sales perspective in seller business relationships, providing additional insights into the field of relationship quality and the sales literature. Suggestions for further research are provided. Practical implications According to sales practitioners, the research model makes sense in relation to managerial implications for seller business relationships. Originality/value This study contributes to incorporating a seller perspective in relation to existing theory and previous studies on a buyer perspective to quality constructs in business relationships.

Response biases in policy compliance research

2019 ◽  
Vol 28 (3) ◽  
pp. 445-465
Author(s):  
Sebastian Kurowski
Keyword(s):  
Social Desirability ◽  
Design Methodology ◽  
Measurement Instrument ◽  
Social Approval ◽  
Current Policy ◽  
Policy Compliance ◽  
Content Type ◽  
Factors Influencing ◽  
Response Biases ◽  
Practical Implications

Purpose The purpose of this study is to use a developed and pre-tested scenario-based measurement instrument for policy compliance and determine whether policy compliance measurements in the current policy compliance research are biased as has been postulated during a pre-study. The expected biases are because of social desirability and because of biases based on identity theory. Design/methodology/approach A survey was conducted (n = 54) that used policy compliance scales from literature and the developed self-reporting policy compliance (SRPC) scale, along with the Marlow–Crowne social desirability (MC-SDB) scale. Differences between the policy compliance scales were assessed. Moreover, a transformation of the SRPC measurements into the literature-based scales was examined using pair-wise t-testing. Finally, correlations between the MC-SDB and the policy compliance scales were examined. Findings There are no significant influences on the desire for social approval of the respondents as was exhibited by the MC-SDB values and policy compliance on either scale. However, the SRPC scale measurements show deviations from the literature-based policy compliance scales. Individuals that exhibit secure behaviour, which is not rooted in a policy but rather in anything but the policy, are also captured as being policy compliant in the current scales. This shows that a response bias exists in current scales. Respondents, who perceive to exhibit secure behaviours, may think that they are in compliance with the policy, even when they are not. Practical implications These findings mean that several contributions in the field of policy compliance must be questioned and that a revisit of several factors influencing policy compliance may be required. Originality/value To the best of the authors’ knowledge, response biases in policy compliance research have not been considered to date.

The auditor as consigliere in family firm

2017 ◽  
Vol 7 (1) ◽  
pp. 2-20 ◽  
Author(s):  
Sven-Olof Yrjö Collin ◽  
Jenny Ahlberg ◽  
Karin Berg ◽  
Pernilla Broberg ◽  
Amelie Karlsson
Keyword(s):  
Design Methodology ◽  
Family Firms ◽  
Response Rate ◽  
Family Firm ◽  
Social Implications ◽  
Content Type ◽  
The Family ◽  
Professional Independence ◽  
Practical Implications

Purpose The purpose of this paper is to develop and test a concept of auditor as consigliere in family firms, that captures additional functions to monitoring, those of advice, mediating, and conveying. Design/methodology/approach The concept is tested through a survey conducted on 309 Swedish auditors. Findings The data indicate that the consigliere role is generally not emphasized, indicating that auditors primarily perform the monitoring role of the audit. However, the authors do find indications of the auditor performing the consigliere role, through performing the advisory and mediating functions and, to a smaller degree, the conveying function. Research limitations/implications The survey is limited in response rate and in separating governance situations from consigliere functions. Practical implications With reservation for professional independence, the auditor as consigliere could be part of the governance of the family firm, but should be trained for this activity. Social implications Regulators should pay attention to the consigliere role when, for example, stipulating compulsory rotation of auditors. Originality/value The paper shows that the auditor is more than a monitor in family firms. The consigliere role, even if not at all dominating, has to be considered, at least in family firms.

scholarly journals How client attachment affects information verification in commercial valuation practice

2019 ◽  
Vol 37 (6) ◽  
pp. 541-554 ◽  
Author(s):  
Pim Klamer ◽  
Vincent Gruis ◽  
Cok Bakker
Keyword(s):  
Design Methodology ◽  
Response Rate ◽  
Statistical Significance ◽  
Professional Autonomy ◽  
Content Type ◽  
Job Level ◽  
Judgement Bias ◽  
Information Verification ◽  
Training Programmes ◽  
Practical Implications

Purpose Information verification is an important factor in commercial valuation practice. Valuers use their professional autonomy to decide on the level of verification required, thereby creating an opportunity for client-related judgement bias in valuation. The purpose of this paper is to assess the manifestation of client attachment risks in information verification. Design/methodology/approach A case-based questionnaire was used to retrieve data from 290 commercial valuation professionals in the Netherlands, providing a 15 per cent response rate of the Dutch commercial valuation population. Descriptive and inferential statistics have been used to test research hypotheses involving relations between information verification and professional features that may indicate client attachment such as an executive job level and brokerage experience. Findings The results reveal that valuers acting at partner level within their organisation obtain lower scores on information verification compared to lower-ranked valuers. Also, brokerage experience correlates negatively to information verification of valuation professionals. Both findings have statistical significance. Research limitations/implications The results reflect valuers’ reasoning behaviour rather than actual behaviour. Replication of findings through experimental design will contribute to research validity. Practical implications Maintaining close client contact in a competitive environment is important for business continuity yet may foster client attachment. The associated downside risks in valuation practice call for higher awareness of (subconscious) client influence and the development of attitudinal scepticism in valuer training programmes. Originality/value This paper is one of the few that explore possible sources of valuer judgement bias by relating client-friendly valuer features to a key area of valuation i.e. information verification.

An instrument validation of TQM enablers and IT resources in Indian ICT organizations

2020 ◽  
Vol 22 (2) ◽  
pp. 179-200
Author(s):  
Suby Khanam ◽  
Faisal Talib ◽  
Jamshed Siddiqui
Keyword(s):  
Design Methodology ◽  
Descriptive Analysis ◽  
Measurement Instrument ◽  
Instrument Validation ◽  
Information And Communications Technology ◽  
Total Quality ◽  
Content Type ◽  
It Resources ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this study is to identify and rank total quality management (TQM) enablers and information technology (IT) resources to provide a reliable and valid measurement instrument for evaluation in Indian information and communications technology (ICT) organizations. Design/methodology/approach Based on a literature review of TQM enablers and IT resources, 17 factors are identified, of which, 9 are TQM enablers and 8 are IT resources. The empirical data, retrieved from 801 ICT organizations, is tested by descriptive analysis and factor analysis (FA). FA is used to ensure that items in each scale sufficiently reflect the scope of each factor. Findings This paper has developed an instrument that can be used to evaluate items to implement TQM enablers and IT resources. The instrument identifies 17 reliable and valid factors, out of which 16 are input factors, while 1 is an outcome factor. Practical implications This instrument will provide a practical understanding to enable the monitoring of TQM enabler and IT resource activities in ICT organizations. Along with this, these instruments will help to build models related to constructs that will further achievement of customer satisfaction (CS). Originality/value This paper presents an instrument which validates the different items of TQM enablers and IT resources. It also shows the relationship between the two in terms of CS.

scholarly journals Open-mindedness and adaptive business style

2019 ◽  
Vol 36 (3) ◽  
pp. 365-390
Author(s):  
Gro Alteren ◽  
Ana Alina Tudoran
Keyword(s):  
Design Methodology ◽  
Total Population ◽  
Trust Building ◽  
Business Relationships ◽  
Export Markets ◽  
Content Type ◽  
New Business ◽  
High Level ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the role of relational competences, such as open-mindedness and the ability to adapt business style, in developing trustworthy relationships through communication in the export markets in different cultural contexts. Design/methodology/approach The analysis is performed on survey-based data from a sample consisting of 39.9 percent of the total population of Norwegian seafood companies involved in exporting, including 108 business relationships. Findings The findings reveal that adaptive business style and communication mediate the overall effect of open-mindedness on trust building between partners in the export markets. The adaptive business style fully explains the effect of open-mindedness on communication. Open-minded persons are better prepared to achieve communication on a high level because they are more likely to adapt to a new business style. Performing adaptive business style improves communication, particularly when the importer belongs to a dissimilar culture. For trust building, communication is equally important, irrespective of cultural differences. Practical implications Exporter should aim at recruiting open-minded people because they have the advantage that they are capable of performing a variety of negotiation styles and business approaches, depending on the situation. Originality/value This paper develops a model that integrates key constructs from the relational paradigm with constructs rooted in different research streams, extending our knowledge regarding salespeople competences that are important in order to develop business relationships in export markets.

Retooling business relationships

2017 ◽  
Vol 33 (7) ◽  
pp. 35-37
Keyword(s):  
Design Methodology ◽  
Reading Time ◽  
Global Market ◽  
Business Relationships ◽  
Business Network ◽  
Strong Argument ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Strategies are often seen as something enacted by a particular firm upon others, often with the goal of “winning”. Yet the global and connected nature of business at present means that such selfish pursuits often undermine the ability of a firm to survive and profit in the long term. As such, strategy can be viewed as something that exists within a business network, one built up of business relationships. Firms can work together to achieve individual goals but without harming each other. Rarely can firms act alone in the global market, often relying on others to provide resources. Because of this, there is a strong argument for considering business relationships as another, perhaps the most important, resource that a firm has. Strategy tools can be used within a firm to boost the nature of these business relationships, ultimately improving and securing a network of firms who all profit from each other’s success. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Shopping environment preferences of Hispanic consumers in the U.S.

2015 ◽  
Vol 43 (3) ◽  
pp. 261-275 ◽  
Author(s):  
David Burns ◽  
Mary Conway Dato-on ◽  
Chris Manolis
Keyword(s):  
Design Methodology ◽  
Second Order ◽  
Order Model ◽  
Environmental Preferences ◽  
Research Attention ◽  
Content Type ◽  
Order Construct ◽  
The Usa ◽  
Hedonic Shopping ◽  
Practical Implications

Purpose – The purpose of this paper is to develop and begin to validate a scale to assess the shopping environment preferences of Hispanic consumers in the USA. Design/methodology/approach – The sample consists of 160 Hispanic consumers attending a Hispanic festival in the southeast USA. A questionnaire contained items to measure shopping environment preferences and scales to measure materialism, hedonic shopping motivations, and perceived discrimination. Findings – The findings suggest a second-order model where three factors (familiarity, price, and experience) load onto a single second-order construct of shopping environment preferences. The result is a scale consisting of three factors permitting the exploration of the retail environmental preferences of Hispanic consumers in the USA. Practical implications – The study develops a scale that can be applied by US retailers to gain additional knowledge of their Hispanic consumers, thus enabling strategies to be developed that potentially enhance their engagement in retail environments. Originality/value – Given the size of this segment and its increasing impact on the retail market, surprisingly, Hispanic consumers in the USA have received relatively little research attention.

The relevance of intangible assets in German SMEs

2008 ◽  
Vol 9 (3) ◽  
pp. 410-432 ◽  
Author(s):  
Susanne Durst
Keyword(s):  
Design Methodology ◽  
Total Population ◽  
Response Rate ◽  
Intangible Assets ◽  
Decision Making Process ◽  
Content Type ◽  
The World ◽  
Relationship Of ◽  
German Association ◽  
Practical Implications

PurposeThe purpose of this paper is to study the perceptions of the advisors and valuers of German associations regarding the relevance of intangible assets in general, and for the purpose of company succession in particular.Design/methodology/approachTo perform this study German associations were examined, which play an essential role in company succession in Germany, from both sides of the process. Conducting a web‐survey, 51 answers were received (response‐rate = 42.5 per cent) which could be used for the analyses.FindingsAmongst others, the study showed that intangible assets are of a moderate relevance. However, a large proportion of respondents expect intangible assets to be of greater relevance in the future. The study highlighted that intangibles do have a great impact on the decision‐making process of an investor.Research limitations/implicationsThe total population of German Association is 135. The author received answers from 51 associations, which did not fulfil the statistical size to conduct advanced statistical methods. The specific relationship of German associations with small‐ to medium‐sized enterprises (SMEs) is rather unique compared to similar institutions around the world, therefore, the results may not be replicable in other countries.Practical implicationsThe results of this study will help practitioners as well as academics to better understand the relevance of intangible assets in SMEs.Originality/valueThis paper is pioneering in the analysis of the influence of intangible assets in German SMEs for the purpose of company succession.

Favour and opportunity: renqing in Chinese business relationships

2016 ◽  
Vol 31 (2) ◽  
pp. 183-192 ◽  
Author(s):  
AMNA KHAN ◽  
Judith Zolkiewski ◽  
John Murphy
Keyword(s):  
Design Methodology ◽  
Cultural Factors ◽  
Qualitative Approach ◽  
Exploratory Research ◽  
Business Relationships ◽  
Business Relationship ◽  
Content Type ◽  
Chinese Business ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the impact and effect of renqing in Chinese business relationships. The research focused on a multinational organisation that is based in China. Design/methodology/approach – As the research was exploratory, a qualitative approach was adopted. The researcher was based in the organisation for a six-month period, and interviews were undertaken with purchasing managers. Findings – The findings show that the Chinese concept of renqing comprises favours and opportunities. Research limitations implications – The research is exploratory and further research is required to confirm the wider applicability of the findings. Practical implications – The findings illustrate the importance of understanding the use of both favours and opportunities in business relationship in China. The findings also indicate the importance of being sensitive to cultural factors in business relationships. Originality/value – This exploratory research indicates that previous conceptualisation of Renqing was limited, as the aspects it encompasses, favours and opportunities, were not identified. This research identifies the importance of opportunities in Chinese business relationships.

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