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Cited by 21Customer Service Quality and LoyaltyQuality and Supply ManagementOutsourcing and Supply Chain Management

Value, supplier dependence and long‐term orientation: Outcomes for B2B commerce in the travel industry

Gil‐Saura, Irene, Ruiz‐Molina, Maria‐Eugenia, Arteaga‐Moreno, Francisco·2011·Industrial Management & Data Systems
DOI 10.1108/02635571111137313
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Abstract

Purpose: In organizational markets, many companies tend to reduce the number of providers to focus on establishing relationships with few of them. The purpose of this paper is to analyze the influence of relationship value and dependence of supplier on long‐term orientation and customer loyalty in the setting of relationships between travel agencies and their main providers. Design/methodology/approach: A partial least square regression is performed to test a proposed model that links several relational variables with outcomes in terms of customer loyalty. Findings: Results provide support for the positive indirect influence of relationship value on long‐term orientation, while customer dependence of the main provider does not seem to exert a significant effect. These findings support the importance of value creation for providers in their relationships with their customers. Practical implications: This study allows us to suggest that service companies, such as travel agents, should concentrate on investing in generating benefits for customers through offering value‐added services, thus providing evidence that the supplier has no incentives to opportunistic behaviors. Originality/value: Although literature has reported the importance of both relational and market conditions for customer‐supplier relationships that involve physical distribution of goods and might require important investments in technological solutions to coordinate their relationships, little attention has been paid to service companies.

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Crossref · 10.1108/02635571111137313

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69 of 69 references verified0 citation errors · 0 not checkable

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  • Perceived value helps strengthen customer-firm relationships and improve customer loyalty.

    “On the relationship quality path, research has shown that relational benefits contribute to the perceived value that customers receive from firms (e.g., Martin-Ruiz et al. 2008), which helps strengthen customer-firm relationships and improve customer loyalty (e.g., Gil-Saura et al. 2011; Ruiz-Molina et al. 2015).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Gil-Saura et al. 2011

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Authors
Gil‐Saura, I., Ruiz‐Molina, M., & Arteaga‐Moreno, F.
Affiliations
Universitat de València (ES)
Venue
Industrial Management & Data Systems
Publisher
Emerald
Published
2011-05-24
Volume
111
Issue
5
Pages
791-808
ISSN
0263-5577 (ISSN-L)
DOI
10.1108/02635571111137313
OpenAlex
W1541863868
Cited by
21
References
71
Citations by year
2025: 1 · 2024: 2 · 2023: 1 · 2022: 2 · 2021: 1 · 2020: 2 · 2019: 3 · 2018: 1 · 2017: 3 · 2014: 3
FWCI
2.94
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
Industrial Management & Data Systems (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
Keywords
relationship value, supplier dependence, long-term orientation, customer loyalty, customer-supplier relationships, travel agencies, value creation, opportunism, service companies, organizational markets, relationship marketing

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