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Empirical study of relationship value in industrial services

James Barry (Huizenga School of Business and Entrepreneurship, Nova Southeastern University, Fort Lauderdale, Florida, USA)
Tamara S. Terry (Huizenga School of Business and Entrepreneurship, Nova Southeastern University, Fort Lauderdale, Florida, USA)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 11 April 2008

Abstract

Purpose

The purpose of this paper is to assist industrial service providers in building relationships that maximize value to their customers. The study aims to add to relationship value research by examining its dimensions, antecedents, outcomes, and cross‐culture relevance.

Design/methodology/approach

Using structural equation modeling, the study examines the influence that relationship value has on commitment and intentions, as well as the determinants of value encompassing the core offering, sourcing process and buyer operations. The sample covers 42 countries for cross‐cultural perspectives.

Findings

By understanding the factors creating relationship value, providers are more likely to build enduring relationships with their buyers. Findings confirm that commitment and intentions are influenced by relationship value, which, in turn, is impacted by benefits such as performance, efficiency, and reliability as well as comparative costs and switching costs.

Research limitations/implications

The study is oriented more towards industrial services. Further research is encouraged that extends the study domain to consumer and professional services.

Originality/value

The research demonstrates the mediating influence that relationship value has on behavioral outcomes. Especially important to global service providers, this knowledge is then extended beyond the traditionally studied single‐country settings to a world perspective, while extending the field of relationship value into the largely ignored industrial services sector.

Keywords

Citation

Barry, J. and Terry, T.S. (2008), "Empirical study of relationship value in industrial services", Journal of Business & Industrial Marketing, Vol. 23 No. 4, pp. 228-241. https://doi.org/10.1108/08858620810865807

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited