Satisfaction as a mediator between quality metrics in manufacturer-supplier relationships

Anne Rindell, Göran Svensson, Tore Mysen and Anders Billström

International Journal of Business Excellence, 2014, vol. 7, issue 1, 16-27

Abstract: The objective of the current study is to test the findings in previous research indicating satisfaction is a mediator between trust and commitment, and among the three important outcomes of coordination, cooperation and continuity expectancy. Researchers contacted a sample of the 1,000 largest companies in Finland and Sweden by telephone to identify key informants, and posted surveys to them. The empirical findings of the current study validate the conceptual model tested; commitment and trust relate positively to satisfaction, and satisfaction, in turn, relates positively to all three outcomes of coordination, cooperation and continuity. The validation of the measurement and structural properties of the tested conceptual model is of benefit to other researchers. The empirical findings indicate that to establish lasting relationships of cooperation, and coordination, companies need develop commitment and trust in ongoing relationships to enhance satisfaction. A contribution is the validation of empirical findings in previous research.

Keywords: satisfaction; trust; commitment; coordination; cooperation; continuity; relationship marketing; Finland; Sweden; quality metrics; manufacturer-supplier relationship; buyer-supplier relationship. (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:7:y:2014:i:1:p:16-27

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