An Exploration of the Moderators of Business Relationship Value

The purpose of this paper is to examine how service quality, relationship value, relationship quality and customer loyalty play a vital role in the Egyptian business to business market-and to test it empirically in agricultural business customers of chemical manufacturer with respect to their main supplier. The findings of this study show significant positive relationships among the variables under investigation. An international manufacturing company can manage its buyer-seller relationships to gain the trust, commitment, satisfaction, and loyalty of its business customers by offering high service quality. When the goal is to improve corporate marketing performance and increase business with an existing customer, managers should focus on the role of value as a key building block in their relationships. Relationship quality (satisfaction, trust and commitment) appears to be an important antecedent in establishing a sustainable business relationship. The paper adds to the understanding of business relationships in the Egyptian context by studying customer satisfaction, customer loyalty, customer trust, and customer commitment from the perspective of relationship-value-based dimensions. This approach emphasizes the pivotal role of relationship value as well as relationship quality, which has not been studied before in Egyptian business to business relationship markets.

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Network knowledge and business-relationship value in the foreign market

International Business Review ◽

10.1016/j.ibusrev.2013.08.002 ◽

2014 ◽

Vol 23 (1) ◽

pp. 4-19 ◽

Cited By ~ 70

Author(s):

Jukka Hohenthal ◽

Jan Johanson ◽

Martin Johanson

Keyword(s):

Foreign Market ◽

Business Relationship ◽

Relationship Value

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Relationship value in outsourced FM services – value dimensions and drivers

Facilities ◽

10.1108/f-01-2014-0011 ◽

2016 ◽

Vol 34 (1/2) ◽

pp. 43-68 ◽

Cited By ~ 2

Author(s):

Ying Ying Cui ◽

Christian Coenen

Keyword(s):

Relationship Quality ◽

Customer Value ◽

Facility Management ◽

Two Dimensions ◽

Traditional Theory ◽

Business Relationship ◽

Senior Managers ◽

Content Type ◽

Relationship Value ◽

The Relationship

Purpose – The purpose of this study is to examine the relation between relationship value and relationship quality in the business relationship between customers and facility management (FM) suppliers. To investigate the relationship value in outsourced FM services, the customer’s perspective is used to identify the dimensions and drivers of relationship value. Design/methodology/approach – A three-stage research design was used. The first stage was a thorough literature review, followed by expert interviews with six senior managers from the customer side, together with workshop and discussion with FM academics. In the third stage, quantitative data were gathered in a survey of 60 senior managers whose companies outsourced FM services. Findings – Findings show that relationship value is an antecedent to relationship quality of the business relationship in the context of FM. In all, 9 dimensions and 34 drivers of relationship value were identified, and a framework of relationship value for FM was established and measured. The sacrifice dimension correlates positively with relationship value, which contrasts with previous studies of relationship value in the context of business markets. Research limitations/implications – A framework of relationship value has been established for further in-depth investigation. There are limitations related to the sampling procedure: qualitative research selected large-sized organizations; the relationship value was only studied within the customer–FM supplier dyad; and a static view of customers’ perceived value from the relationship with their FM suppliers. Practical implications – The study provides a set of value dimensions and drivers for customers to assess how a FM supplier adds value in a relationship, and for FM suppliers to improve their services. Originality/value – This research narrowed the gap in relationship-value studies in FM. The findings can contribute to traditional theory that customer value can be the add-on between benefits (“what you get”) and sacrifices (“what you give”), rather than just a trade-off between these two dimensions.

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Network Knowledge and Business-Relationship Value in the Foreign Market

Knowledge, Networks and Power ◽

10.1057/9781137508829_8 ◽

2015 ◽

pp. 187-224 ◽

Cited By ~ 1

Author(s):

Jukka Hohenthal ◽

Jan Johanson ◽

Martin Johanson

Keyword(s):

Foreign Market ◽

Business Relationship ◽

Relationship Value

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Network Knowledge and Business-Relationship Value in the Foreign Market

Knowledge, Networks and Power ◽

10.1057/9781137508829.0014 ◽

2015 ◽

Author(s):

Jukka Hohenthal ◽

Jan Johanson ◽

Martin Johanson

Keyword(s):

Foreign Market ◽

Business Relationship ◽

Relationship Value

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Különböző beszerzői magatartásminták a magyarországi kórházak körében (Behaviour of the Hungarian hospital in their relationship with drug suppliers.)

Vezetéstudomány / Budapest Management Review ◽

10.14267/veztud.2011.02.02 ◽

2011 ◽

pp. 21-32

Author(s):

Judit Simon ◽

Tibor Mandják ◽

Zsuzsanna Szalkai

Keyword(s):

Qualitative Research ◽

Research Design ◽

Mixed Method ◽

Theoretical Background ◽

Mixed Method Research ◽

Business Relationship ◽

Purchasing Decisions ◽

Relationship Value ◽

Complex Procedure ◽

Organisational Behaviour

A szerzők kutatásának célja a magyar kórházak gyógyszerbeszállítókkal kapcsolatos magatartásának jobb megértése. A szervezeti viselkedés természetéből adódóan a szerzők kutatásukat a komplexitás paradigmájára támaszkodva (Mucchielli, 2004) végezték el. Ahhoz, hogy kórházak beszerzési döntéseinek komplex eljárásait megvizsgálják, egy vegyes kutatási módszer alkalmazására volt szükség. Elméleti háttérként az üzleti kapcsolatok értékének integrált modelljét alkalmazták. A tanulmányban bemutatják egy kvantitatív és egy kvalitatív kutatás eredményeit a magyarországi kórházak és a gyógyszerbeszállítók közötti üzleti kapcsolatokban. ________________ The main goal of this research is to better understand the behaviour of the Hungarian hospital in their relationship with drug suppliers. The nature of the organisational behaviour guides the authors to conduct their research on the complexity paradigm (Mucchielli, 2004). To be able to explore the complex procedure of purchasing decisions in the hospitals, they applied a research design based on mixed method research. As a theoretical background the authors used the integrated model of business relationship value. In their paper they introduce the results of a quantitative and a qualitative research about the business relationships between hospitals and drug suppliers in Hungary.

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