The Effect of Relational Constructs on Relationship Performance

Peter Verhoef, Philip Hans Franses and Janny Hoekstra

ERIM Report Series Research in Management from Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam

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: Insurance industry; Performance; Relationship duration; Relationship marketing (search for similar items in EconPapers)
JEL-codes: C44 M M31 (search for similar items in EconPapers)
Date: 2000-05-08
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Persistent link: https://EconPapers.repec.org/RePEc:ems:eureri:17

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