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Cited by 1,088

The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.

Antecedents and consequences of trust and satisfaction in buyer‐seller relationships

Selnes, Fred·1998·European Journal of Marketing
DOI 10.1108/03090569810204580
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Abstract

The perspective of marketing has changed from regarding marketing as a series of independent transactions to a dynamic process of establishing, maintaining and enhancing relationships. In an emerging theory of relationship marketing, both trust and satisfaction are core concepts in understanding the dynamics of how relationships evolve. Although the literature has thoroughly examined both trust and satisfaction, the interrelationship between them, including their consequences and antecedents, has not yet been addressed properly. We propose that the development of buyer‐seller relationships can be understood as a sequence of decisions buyers make regarding whether they should enter a relationship, continue a relationship, or enhance the scope of a relationship. These are different kinds of decisions where satisfaction and trust are likely to play different roles in risk reductions depending on the nature of the decision to be made. In a study of institutional buyers of a food producer we find that satisfaction and trust are complementary in the sense that trust is a key variable when decisions are related to enhancement in scope of the relationship, whereas satisfaction is a key variable when the issue is relationship continuity.

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Metadata

Authors
Selnes, F.
Venue
European Journal of Marketing
Publisher
Emerald
Published
1998-04-01
Volume
32
Issue
3/4
Pages
305-322
ISSN
0309-0566 (ISSN-L)
DOI
10.1108/03090569810204580
OpenAlex
W1996757241
Cited by
1,088
References
13
FWCI
19.42
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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