The Effect of Relational Constructs on Relationship Performance

58 Pages Posted: 20 Jan 2003

See all articles by Peter C. Verhoef

Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research

Philip Hans Franses

Erasmus University Rotterdam (EUR) - Department of Econometrics

Janny C. Hoekstra

University of Groningen - Faculty of Economics and Business

Date Written: August 2000 5,

Abstract

We examine the effect of relational constructs, such as satisfaction, trust and commitment on relationship performance (that is, positive word-of-mouth communication and the margin provided by each customer) of customers of an insurance company. A central issue concerns the effect of duration on the associations between relational constructs and relationship performance. Our empirical results provide strong evidence of duration dependent effects of satisfaction and trust, but we find only weak evidence of such effects on performance.

Keywords: Relationship marketing, Performance, Relationship duration, Insurance industry

JEL Classification: M, M31, C44

Suggested Citation

Verhoef, Peter C. and Franses, Philip Hans and Hoekstra, Janny C., The Effect of Relational Constructs on Relationship Performance (August 2000 5,). ERIM Report Series Reference No. ERS-2000-08-MKT. Available at SSRN: https://ssrn.com/abstract=370810

Peter C. Verhoef (Contact Author)

University of Groningen - Department of Marketing & Marketing Research ( email )

Netherlands

Philip Hans Franses

Erasmus University Rotterdam (EUR) - Department of Econometrics ( email )

P.O. Box 1738
3000 DR Rotterdam
Netherlands
+31 10 408 1278 (Phone)
+31 10 408 9162 (Fax)

Janny C. Hoekstra

University of Groningen - Faculty of Economics and Business ( email )

Postbus 72
9700 AB Groningen
Netherlands

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