Paper info

Relational quality: further evidence of a single higher order construct in an industrial market.

Peter J. Batt

The paper was published at the 17th IMP-conference in Oslo, Norway in 2001.

While there is some evidence for a single, higher order construct which captures satisfactionand trust, evidence of its existence in industrial markets remains scant and inconclusive.However, in the context of small, family owned businesses, where consumer behaviour andindustrial purchasing behaviour overlap, a single construct may be a better predictor of amarket intermediary's relational building activities. Two rival models are compared which,given the high degree of correlation between satisfaction and trust, support the existence of asingle satisfaction/trust construct.