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Relationship marketing in supply chain: an empirical analysis in the Brazilian service sector

Valter Afonso Vieira (Maringá State University (PPA/UEM), Arapongas, Brazil)
Plinio R.R. Monteiro (FUMEC University, Belo Horizonte, Brazil)
Ricardo Teixeira Veiga (Federal University of Minas Gerais (CEPEAD/UFMG), Belo Horizonte, Brazil)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 23 August 2011

Abstract

Purpose

The purpose of this paper is to extend the scope of relationship marketing research in a service and developing market context. This is achieved through the development and testing of a theoretical model including antecedents (quality, opportunistic behavior and switching cost), mediators (satisfaction, trust and commitment) and consequences (propensity to maintain, cooperation and communication).

Design/methodology/approach

The study comprises data collected from a range of service firms in a national survey conducted in a Brazilian service provider. The authors sent a cover letter, accompanied by an electronic questionnaire, to suppliers of a tourism company. Confirmatory factor analysis and partial least squares were used to test the model.

Findings

The results show that trust and commitment have strong effects on the final outcome variables of propensity to maintain, cooperation and communication. Trust mediated two of the antecedents, i.e. transaction quality and opportunistic behavior. Commitment only mediated trust on the final outcomes.

Practical implications

Managers of supply relationships are encouraged to develop trust to limit potential negative aspects of the relationship. Combined with trust, commitment is the second half of the two key relationship drivers and should also be fostered.

Originality/value

The perspective of the supplier is a new perspective on the effects of trust and commitment. Contextually, a service provider in an emerging market, Brazil, provides unique extensions to the existing literature.

Keywords

Citation

Afonso Vieira, V., Monteiro, P.R.R. and Teixeira Veiga, R. (2011), "Relationship marketing in supply chain: an empirical analysis in the Brazilian service sector", Journal of Business & Industrial Marketing, Vol. 26 No. 7, pp. 524-531. https://doi.org/10.1108/08858621111162325

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited