Trust and commitment as mediators between economic and non-economic satisfaction in business relationships: a sales perspective

Abstract

Purpose

This paper aims to test trust and commitment as mediators between economic and non-economic satisfaction in seller business relationships in contrast to previous studies on buyer business relationships.

Design/methodology/approach

Based on a cross-industry sample of Norwegian companies with sales or marketing managers/directors or key account managers. Key informants were selected to participate who adhered to specific criteria, such as their designations should be sales or marketing managers/directors or key account managers.

Findings

Trust and commitment mediate between economic and non-economic satisfaction in seller business relationships in line with what has been previously tested and retested across contexts and through time in buyer business relationships.

Research limitations/implications

This study helps in establishing an extended foundation to assess the structural properties between economic and non-economic satisfaction, as well as trust and commitment, in business relationships based on seller and or buyer perspectives.

Practical implications

The tested seller business relationship research model provides a corporate foundation for assessing the seller perspective of business relationships. It also provides a corporate foundation for combining the seller perspective with that of the customer perspective.

Originality/value

To the best of the authors’ knowledge, it is the first study based on seller business relationships that validates the research model reported in multiple previous studies based on buyer business relationships.

Citation

Høgevold, N., Svensson, G. and Otero-Neira, C. (2020), "Trust and commitment as mediators between economic and non-economic satisfaction in business relationships: a sales perspective", Journal of Business & Industrial Marketing, Vol. 35 No. 11, pp. 1685-1700. https://doi.org/10.1108/JBIM-03-2019-0118